USA
Insurance
201–500 employees
Benefit Resource (BRI) is a pre-tax benefit and COBRA provider located in New York that acts as third party administrator for pre-tax benefits administration between employers and insurance brokers.
Today, Benefit Resource is well established as the leading third-party administrator for over 3,500 employers, ranging from SMBs to Fortune 100 companies.
Beyond silos: fostering connections between employers and brokers
Every year, Benefit Resource faces a huge open enrollment period: employers change their benefits and switch insurance contracts. As the number of applications increases, the team faces multiple challenges such as loss of productivity, track and visibility during the onboarding process.
Fareeha Khan, Senior Sales Operations Manager at Benefit Resource describes their former onboarding process as a real struggle for clients, insurance brokers, and their internal team.
“Over the past few years, we’ve had feedback that the insurance brokers who brought us business or the customers themselves who had gone through the integration process were not happy with the experience.”
On their side, the Benefit Resource Sales Team was struggling managing the post-deal process :
“Our onboarding process comes right after the sales team closes the deals and it is actually the implementation team who takes the lead on that part. But at some point, we noticed that we couldn’t know what’s happening with our deals after they go to implementation. We didn’t have any visibility and if the client had a question about the process we couldn’t see what the client is providing to try and help them.”
Just like the sales team, clients and brokers had no visibility over their process, which to some extent created friction during the client onboarding phase.
So when Fareeha and the implementation team started looking for a complete client onboarding solution, they had 3 key requirements :
– Working with a secure and smarter document workflow management system to stop relying on emails, phone calls and excel spreadsheets.
– Increasing the visibility to better manage and track client files and interactions.
– Delivering an engaging and reassuring onboarding to employers while simplifying the brokers involvement all along the process.
An easier way to collect documents from employers
Clustdoc quickly emerged as a robust system to address the main concerns of Fareeha Khan and the implementation team – managing employers documents in a secure and professional way.
As a benefits package provider, collecting information and financial documents from clients can be a tedious and time-consuming process, for both clients and the team. The client onboarding solution successfully helped the 12 members of the implementation team build a shared-repository of onboarding processes that can be used by the entire team for managing employers requests.
From collecting required documents, capturing client data through online forms, to getting their contract signed, every step of the client experience is centralized in one interface.
What Fareeha enjoys most about the Clustdoc onboarding process checklist is the form automation feature that automatically pastes forms content completed out by the employer onto the e-contract before getting it signed. A great thing as they wanted to avoid double entries and error prones, and make the experience smooth for the client.
x2
in productivity since switching to Clustdoc
50%
decrease in client onboarding time
Zero
errors during documents verification step
Hassle-free implementation thanks to Clustdoc
Fareeha says that Clustdoc saves loads of time during the onboarding process.
“Our onboarding processing time has been divided by 2 with Clustdoc. We used to have some clients where it would take three months to onboard. Now we’re probably down to six weeks for those bigger companies.”
Since Clustdoc centralizes every step of the submission process, and tracks in real time every interaction, it’s easy for the team to see who has done what, when the online application was submitted, and what are the next steps.
It’s a win-win situation for everyone, the sales team can track client’s activity, clients can benefit from a superior onboarding process experience, and the implementation team can collect and verify employers applications without leaving the Clustdoc interface.
Fareeha and the team now rely on Clustdoc as a reliable and scalable customer onboarding solution, perfect for a scaling business like Benefit Resource.
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