Delta Dental Case Study
Delta Dental Unites Their Team with
Delivering smiles via dental insurance is a surprisingly tricky affair in the United States, where people move often and every state has its own rules. To operate in all 50 states plus Puerto Rico and other territories, Delta Dental has 39 subsidiaries and thousands of people who need to be cared for just as well as their patients.
Delta Dental is the largest dental insurance provider in the United States. They sell coverage to employer groups as well as individuals and families on a state-by-state basis through their national network. All of their holding companies and subsidiaries operate under the unified Delta Dental brand.
5,000 – 8,000
Los Angeles, CA
Delta Dental is the nation’s largest dental insurance provider and just like the nation, it is remarkably diverse. The business is divided into many departments with their own established cultures and attributes which don’t always align. Divisions serving employers differ in habits and terminology from divisions selling to families, and there is even variance within states. This led to friction between offices and degraded the company’s ability to present a single unified front to customers, as well as an engaged and thriving culture attractive to both employees and new hires.
Staley and the HR team at Delta Dental looked at several different feedback and engagement solutions. They ultimately found that Betterworks Engage was the only one that exceeded all of their criteria. It provided the HR team with a flexible tool for sampling employee sentiment on a more frequent basis.
- Need for more actionable data → Real time feedback
- Need to identify trends → Frequent surveys
- Need to report sensitive issues → Option to report anonymously
- Need to act on survey insights → Action plan and task management functionality
Being able to prioritize employee engagement through a tool like Betterworks Engage was a game-changer for us. Communication, sentiment, and overall employee strategy have all improved as a result.
CHRO of Delta Dental
The result was that Delta Dental’s HR team got a birds-eye view of engagement across the company and a dashboard from which to draw divisions together. Survey response rates averaged 85% in the first year and manager action plans increased employee sentiment 20%. People felt better understood, and reported being better able to communicate with other departments.
The HR team also began to innovate. They developed a “regrettable turnover” metric centered around employee favorability ratings, which in turn gave them better insights into recruiting and onboarding to ensure that messages aligned with company-wide culture and values.
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