March 18, 2015
North Wales, PA
When faced with the all-too-familiar pressures to “do more with less,” the team at Genesis HealthCare took a radical approach: they restructured the multitiered support organization into a single level—in two short months! This provided a single point of contact focused on delivering better business outcomes, increasing customer satisfaction, and reducing resolution times. In this session, Aran McFarland will share Genesis HealthCare’s strategy for providing significantly better business outcomes through restructuring, intelligent swarming, and a solid shift-left strategy. Presented by Aran McFarland, Director of Customer Service at Genesis HealthCare.