Doing Hybrid Right
With over 20 years of experience, we believe that American Logistics has implemented the right balance of caring humans and digital efficiency for the clients we serve. We call this our Hybrid Approach. On a software perspective, Customer Experience (CX) is often evaluated through interaction and the value it provides its users. Although this digital efficiency is great for some, it may not be suitable for all of the demographic we serve. With this in mind, it’s important that we’re able to give options for these populations. Having a Hybrid model of caring humans to support the needs and requests along with powerful technology (member facing and internal) is an essential combination for our customer centric organization.
At American Logistics, our brand values revolve around delivering the highest quality member experience possible. We know that keeping so many of our plan members happier and healthier really does start with the coordination of transportation benefits that our customers entrust to us. As we continue to bring great new technology to the market, please understand that many members belong to special needs plans and every interaction is what differentiates us and makes us who we are.
Transportation providers and their drivers interact with health plan members each day, and largely determine members’ impression of the health plan regarding transportation. We work with our contracted transportation providers on a regular basis to understand their needs, and to help communicate and facilitate meeting client expectations. Inviting local transportation providers to sign up to a transportation technology solution may appear to provide a large network of those transportation providers; however, without a holistic, experience-based approach to coordinating transportation providers, a sub-standard member experience is all but guaranteed. Multiple decades and tens of millions of trips successfully coordinated has provided American Logistics with perspective and experience in solving various problems that many brokers and technology solutions have yet to even come across.