10 Ways We Show Our Employers Love
By Beth Raskin
As VP of Customer Operations for Liazon, I keep my ears and eyes on the ones who are providing Bright Choices® and other Liazon-powered Private Exchange solutions to their employees – our forward-thinking clients, the employers. My job is to oversee their experience from the very beginning when new companies first join us, through to providing ongoing support every step of the way to ensure that we are meeting and exceeding their expectations.
Together, we empower employees to choose and use the best available portfolio of benefits, so we know the more we can do to support, explain and facilitate this process for employers, the more successful we can all be toward this goal. To that end, here are 10 ways we make sure we show our employers love, on Valentine’s Day, and every other day of the year, too.
1. We make it easy
Our Employer Administrative Portal allows our employers and their administrators to access their systems and get the information they need about their employees’ benefits enrollment and usage, when they need it. We’re empowering them to be self-sufficient, to do their own employee additions and terminations, and run their own reports. And just recently, we’ve added some additional functionality to help process new hires, change requests, and more.
2. We keep you updated
About one year ago, we introduced our OPUS newsletter targeted to employers to help keep them “in tune” with the latest product enhancements and anything else pertinent for them or anyone who is set up as an administrator on their system, including brokers. We aim to keep our clients in the know.
3. We get you up and running
Every new company that joins with Liazon is assigned a designated Implementation Project Manager who works closely with them and their broker to make sure they understand their timelines, roles and responsibilities, and ensure implementation of their Exchange happens within our efficient time frame (typically 45 days or less).
4. We’ve got your back
Once our employers complete the implementation process and all of their employees’ selections are set up with the carriers, all employers receive a designated Client Service Manager to work with on an ongoing basis to ensure everything is set up and working the way it should.
5. We’re just a phone call away
Our Employee Service Center, open from 8am – 8pm EST Monday – Friday, has recently been upgraded with software that allows us to better monitor calls, track stats, and work with internal teams to better coach them to respond to incoming requests. In 2014, we had a 98% answer rate, with a first call resolution of approximately 99%, an average wait time of only 12 seconds – and that’s all during peak season!
6. We care what you think
Each year, we send out an Employer Survey to gauge our employers’ reactions to their Exchange experience. This year, we’ve introduced a new, timely survey to capture feedback faster, right after they complete open enrollment. We’re excited to capture their insights while their experiences are fresh and their feedback is top of mind.
7. We care what your employees think
As part of our annual Employer Survey as well as the new surveys following open enrollment, we ask our employers if we can reach out to their employees with an Employee Survey to get firsthand feedback about their experiences as well. We use the results of all feedback to continually update and improve our product and processes for all users.
8. We help you succeed
We offer an Administrative Training Webinar on a weekly basis to all administrators of our platform, in which a Client Service Representative takes them through how the Administrative Portal works and how to get the most out of it.
9. We get results
For each operational department, we carefully monitor our performance. Our state-of-the-art operations software allows us to carefully track all Key Performance Indicators (KPI’s) for employee service performance, issue resolution, tracking of incoming calls, status of implementations, and much more, to make sure we are meeting and exceeding our goals. This helps us determine areas that need improvement as well as ensure we have the right team members in place to provide support to our clients as we continue to grow.
10. We can’t wait to hear from you!
In order to provide another level of two-way communication with employees, we’ve now implemented a brief five-question survey following an employee service center exchange. Employees are asked if they would like to take the survey, and then they are prompted to tell us about their experience as well as our product. The closer to the time of service we can capture this valuable information, the more we know we will learn about how we can improve our capabilities.
As you can see, we go above and beyond to ensure our employers and their employees are happy with their Liazon experience. In 2015, we expect to provide more advanced notice about what changes and enhancements are in store. We want to open the lines of communications and be proactive, rather than reactive, when it comes to anticipating and resolving concerns. We are bringing on new Client Service Representatives to make sure every employer gets the personalized attention they deserve. It’s a relationship we’re determined to nurture and make long-lasting.