Case Study: BCCSS Improves Service Efficiency and First-Time Resolution with The Pendolino Group and Promapp

BCCSS - Customer Case Study

BCCSS, a not-for-profit organization supporting British Columbia’s health care system, was struggling to keep its high-volume employee service center efficient and accurate amid policy differences across three client companies, four collective agreements, rapidly growing transaction volume, and high staff turnover. The Pendolino Group was brought in to help BCCSS improve processes and implement the cloud-based Promapp process mapping system.

The Pendolino Group guided BCCSS through process improvement and system implementation, while training the team in Lean Service Methodologies and helping centralize procedures, tools, and templates in Promapp. As a result, BCCSS improved team engagement, reduced inefficiencies and errors, and advanced toward faster onboarding and self-service goals; after a two-day workshop, they had already documented three of their five highest-volume transactions and began seeing positive employee experience and service feedback.

BCCSS

Shiva Badiee

BCCSS