Preserving Local Customer Service in a Digital Age

With today’s rapidly advancing technologies, customers often expect instant answers. Data-driven tools and automation can handle many routine inquiries efficiently, freeing up resources while providing quick resolutions. 

Yet as organizations embrace artificial intelligence and advanced technologies, there’s something that automation can’t replace: genuine human connection. 

That’s why HDS maintains a 100% locally based customer service team. Operating from their downtown Honolulu office, HDS’s team members live and work in the same communities they serve, bringing an authentic understanding of local needs and culture. 

“We’re always exploring new technologies to better serve our members,” said Shannan Quiamno, HDS customer service manager. “But one of our greatest advantages is our people. We’re constantly working to balance innovative technology with that important human element.” 

The difference shows up in meaningful ways. HDS’s team can pronounce local names correctly, understand the subtle differences across communities, and answer calls from within the same time zone. These seemingly small touches create a welcoming experience that resonates with customers. 

“Keeping our customer service local is crucial because it allows us to truly connect with the people we serve,” Quiamno explained. “We’re not just a service provider; we’re neighbors, friends, and part of the same ‘ohana.”  

That sense of connection reflects HDS’s SMILES values — Service, Mindfulness, Integrity, Learning, Efficiency, and Solidarity — which guide every interaction and decision across the organization. 

This approach offers a compelling consideration: technology enhances service, but people build connections. As innovation continues to evolve, HDS remains committed to leading with aloha — using technology as a tool, never a replacement, for the human touch that makes its service unique in Hawai‘i.