Serving with Aloha: Why Local Customer Service Matters  – Hawaii Business Magazine

In a crowded field of automated customer service and offshore call centers, providing a personalized experience can help your business stand out. Hawaii Dental Service (HDS) embraces this idea and proudly highlights its fully local customer service.  

“Our 100 percent Hawai‘i-based workforce allows us to truly connect with the people we serve,” said HDS Chief Customer Officer Elaine Fujiwara. “We understand the unique needs of our members and partners because we live and work in the same communities.”  

Fujiwara, who has more than 25 years of experience in sales and account management at HDS, oversees the overall customer experience. She believes a critical piece of that customer experience is having employees who can relate to and understand the needs of the people the company serves.  

“Whether it’s designing dental benefits plans, recommending oral health resources or helping members to understand their benefits, we lead with welcoming and familiar service,” said Fujiwara. “To strengthen that personal connection, it’s important we get even the little details right—like pronouncing local people’s names and their street names correctly.”  

Serving Hawai‘i’s local people is at the core of HDS’s company history. Founded by 15 local dentists who wanted to make dental care accessible to children in Hawai‘i, HDS continues its mission to champion oral health and create a lifetime of healthy smiles for Hawai‘i families.  

“We are more than just a service provider; we are neighbors, friends and ‘Ohana,” said HDS Customer Service Manager Shannan Quiamno. “We approach every interaction with aloha, respect and kuleana.”  

In her 18 years of customer service experience, Quiamno has seen the industry evolve from primarily in-person and phone interactions to the emergence of newer technologies, such as AI. While technology will continue to advance, Quiamno emphasizes the importance of personal connection. She affirms that HDS is committed to balancing technology with a personalized approach to ensure customers receive care that is both efficient and empathetic.  

“When members reach out to us, they can expect a mix of professionalism, empathy and genuine care,” Quiamno said. “Our team embodies the company’s values of Service, Mindfulness, Integrity, Learning, Efficiency and Solidarity (SMILES) to offer personalized care that meets the unique needs of Hawai’i families.”  

To learn more about HDS, visit HawaiiDentalService.com.