United States

Employee benefits firm delivers customer service efficiencies with CRM

Innovative Benefits Planning

CASE STUDY

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Innovative Benefit Planning (IBP) is an employee benefit consulting firm servicing midsized businesses with 50 to 1,000 employees. Customer service is what sets IBP apart. Acting as an extension to a human resource staff, they handle employee questions about coverage, manage eligibility updates, assist with claims resolution, and work as a liaison between insurance carriers and their clients.

Background
IBP had been using a proprietary system written in Microsoft Access, managing activity in Microsoft Outlook’s Saved Folders and saving plan details to network drives. Information was not easily accessible for this customer-centric business.

Project
RSM implemented a Microsoft Dynamics® CRM Business Solution to organize information and improve customer service. IBP’s client information is so sensitive that upon receipt, it’s immediately scanned, shredded and entered into the CRM system. The now paperless operation is able to find answers with a few clicks of the mouse. This increase in efficiency has also allowed IBP to offer additional services and handle larger clients without increasing staff.

In the long run, it is IBP’s clients that truly benefit from their customer service efficiencies. This new system eliminates much of the paperwork associated with benefits administration while offering the personalized tools to report on the activity specific to that client.>

Outcomes

  • Insurance companies are more accountable – every interaction is documented with name, time and date stamp
  • Customer service is delivered faster and seamlessly
  • Prospects and clients receive better personalized service
  • Efficiency has increased with greater access to information
  • Total Cost of Ownership (TCO) savings are realized by avoiding costly monthly fees and add-on solutions

They said it
“We could have chosen an industry-specific system that handles 90 percent of our needs out of the box; but, instead we selected Microsoft Dynamics® CRM because we would own the system, have the flexibility to make customizations and not incur any monthly fees.

We were up and running in two days without any down time. I had been through other implementations and knew the possible headaches, but we encountered minimal problems. Everyone is familiar with Microsoft — yet the success of the implementation really goes back to the Microsoft Certified Partner that you are utilizing and who is going to be there when you have a problem. That is why we chose RSM as our partner in this implementation.”

— Greg Capone, Director of Employee Benefit Services, Innovative Benefit Planning