Case Studies | Innovative Connections

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Outsourced Call Center Services

In an effort to increase participation on their in-force block of employer customers, this customer had in-sourced enrollment call center services since 2010 to support open enrollment and ongoing new hire enrollment.

Call Center Support

The customer was concerned the new suite of benefits would be difficult for members to understand due to product similarities; therefore, leaving the entire population to a self-serve environment was not the desired scenario.

Call Center Benefits Enrollment

The customer’s previous enrollment methods were a combination of paper and various electronic platforms that posed challenges for both HR and employees.

B-Connected

Employees were accustomed to using the customer’s PeopleSoft system to learn about and enroll in benefits, but the customer’s IT department had very little resources to expend in adding a suite of voluntary benefits on the PeopleSoft system.

Call Center and Self-Service Enrollment

The customer wanted to generate better understanding around a complex benefits portfolio that included a high deductible medical plan with an HSA, FSA, limited medical plan and a multi-faceted wellness program.