Client Services Dashboard
Problem description
- Client Services department is supporting more than 1000 clients; answering questions from their anxious 401(k), flexible spending accounts and COBRA participants.
- Information about plans, participants, claims, payments and retirement investments are managed using different software systems using heterogeneous databases.
- Client Services representatives having access to all of the relevant information in one central place with few simple clicks is critical in meeting their satisfaction goals.
Solution
- Design and develop a database solution using Microsoft SQL Server and .NET technologies.
- Data elements are made available at individual transactions such as claims, payments and contributions for multiple plan years.
- Data is refreshed during off hours to eliminate the chances of conflct with support activities.
Results
- Client Services department of 20+ are able to quickly get the information about individuals, plans and employers
- Ability to perform some of the most requested tasks (such as online password reset) is a huge time saver.
- Ability to report the number of calls received from various employers or received by various representatives is extremely valuable.