A Workflow Overhaul - In-plant Impressions

By Steven Schnoll

A New Customer Service Structure

“In today’s economy, one of the biggest challenges we face is our customers’ service expectations,” says Communicorp CFO Elizabeth Dahlin. “Companies must respond quickly with the ability to meet these challenges and build customer confidence.”

To ensure this goal, Communicorp instituted yet another unique production feature. Moving away from the old school of having individual customer service representatives dedicated to a specific account or sales-person, Communicorp structured work pods.

This format teams three to four people in a collaborative approach to client needs. No one person is responsible for a particular job; it is now a group responsibility. Each group consists of specialists such as an estimator, a planner, a production specialist and an account representative.

NAMED ONE of the decade’s top 10 most recognizable corporate icons, the lovable Aflac duck, featured in television and print commercials, not only makes us laugh, but delivers a powerful message about our financial future.

Headquartered in Columbus, Ga., Aflac (short for American Family Life Assurance Co.) utilizes an enormous and diversified array of printed material to support its high-profile icon. To produce the hundreds of millions of printed pieces Aflac needs each year, the company relies on a wholly owned subsidiary called Communicorp.

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 All Next »

0 Comments

View Comments

Places:
Columbus, Ga.

Steven Schnoll Author's page