Transforming Operations for Superior Customer Experience

Exceptional customer experiences are what fuel the Atlas® brand. It's also a strategic opportunity to transform a dissatisfied customer into a loyal advocate and collect valuable data to improve operations. This was the impetus for moving the Claims Department under the Operations umbrella. The restructuring created a more streamlined and responsive system that not only addresses claims more effectively but also uses the insights gained from these experiences to avoid common accidents and enhance the claims-handling process and overall service quality.

Unifying Teams Leads to Big Wins

Part of the restructure involved transitioning the Operations team to a Network Operations Support structure, consolidating Avail and Customer Service under the leadership of Ben Johnson, Senior Director of Operations. The focus is now on quality scores, with efforts to coach, train, and provide tools to the network. Johnson emphasizes the importance of effective communication within the network, stating, “Evansville should be the nervous system, ensuring the network is talking to each other.” He says when agents understand the information, the info we share becomes highly effective. These changes help raise the bar on customer service and ultimately make for a better brand.

Supporting Professional Van Operators (PVOs) for Success

At the heart of our claims process and customer experience is the PVO. Aaron Chenoweth recently joined the Operations team as the Director of Operations and Transportation Services, overseeing the PVO recognition program, BRAVO (Boosting Recognition of Atlas Van Operators), safety-focused meetings, and learning sessions. This role aims to foster teamwork and collaboration among the Atlas Agent PVO family. 

It's important to show support for every PVO, as their role is critical in ensuring a smooth and successful move, and the restructuring has allowed Atlas to better support them in their work. By integrating claims and operations, PVOs now have access to more detailed information about potential issues before they arise, allowing them to take preventive measures.

Empowering Agents With Better Support

Atlas HQ's recent structural changes are designed to enhance support for Atlas Agents and PVOs, improve efficiency, and better serve customers. By focusing on proactive safety measures, leveraging advanced technology, and fostering cross-department collaboration, Atlas is well-positioned to deliver superior customer experiences and operational excellence. These efforts underscore Atlas' commitment to continuous improvement and its dedication to supporting the people who make Atlas a trusted name in the industry.