Benefits Plan Inc. Uses PowerTerm® Host Publisher to Provide
Flex Plan and 401(k) Plan Members with 24/7 Web Access to their Account Information
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Industry
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Finance
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Customer
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Benefits Plan, Inc.
for Flex Plan
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Host Connectivity Solution
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PowerTerm® Host Publisher
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Host Server
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Alpha OpenVMS 73-1
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The Challenge
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To provide customers with the option to access policy information on-line rather than over the phone.
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The Solution
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PowerTerm Host Publisher enables Flex Plan to give policyholders real-time interactive access to account information via a graphical front-end display.
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Benefits
- Enables Flex Plan to provide a professional corporate face over the Internet.
- Dramatically decreases phone call volume.
- Easily deployed and implemented.
- Ericom offers immediate and responsive Technical Support.
- PowerTerm Host Publisher enables the company to provide improved customer service.
- As a modular solution, PowerTerm Host Publisher enables the gradual creation and implementation of features, and to reuse and build on to previously created functions.
"We believe our clients are more apt to stay with a company that is ahead of the game. PowerTerm Host Publisher gives us that edge."
Sean Dugan, Third Party Administrator, Benefits Plan, Inc.
Benefits Plan Inc (BPI) specializes in providing small to mid-sized organizations (up to 5,000 employees) with a variety of human resources solutions, including retirement plans, benefit plans, employee benefit outsourcing, human resource consulting, organizational development consulting, and business planning services.
The Entertainment Industry Flex Plan and Entertainment Industry 401(k) Plan, a client of BPI, provides third party administration to unions in the entertainment industry. "We're basically the benefits department for many unions whose members work for various employers. The unions and employers use the Entertainment Industry Flex Plan to supply their members with insurance benefits and the 401(k) Plan for retirement benefits," explained Sean Dugan of BPI.
Finding a Solution
BPI's goal was to offer its 30,000 members 24-hour online access to their account and 401(k). Until recently, the Flex Plan and 401(k) Plan only had a voice response system in place, leaving many members wanting better access. "Our members are in the entertainment industry and as a result, work unconventional hours and some spend a lot of time on the road. They needed a way to access their account information over the Internet, rather than over the phone. While we did have a company website running, it lacked the ability to display and make changes to member data on a real- time basis."
Sean Dugan and Bill Markley are the System Administrators for BPI. They were given the task of enabling customers to access their policies and other coverage information over the Web. The challenge was to find an efficient and effective way of integrating screens from BPI's back-end Alpha applications running on an OpenVMS 7.3-1 and presenting them in a front-end web application. This would allow customers to easily access their account information, even from remote locations. "Basically, we needed something that worked and interfaced with our Alpha platform. PowerTerm Host Publisher was the best fit," explained Dugan. "Other solutions required a significant amount of development. Additionally, we wanted more control in the way our data was presented on the Website."
From Simple Access to Interactive Functionality
According to Bill Markley, PowerTerm Host Publisher was easy to learn and deploy; they are now able to create new functions within a day. In the initial stages of the project, they created simple functions such as those that enable members to access and view their account information online. Soon, they progressed to creating more interactive functions such as those that enable members to change their enrollment and verify claims status and progress online. Such features have helped to significantly reduce incoming call volume, explained Dugan. "We've become very progressive. With more online capabilities, members don't have to call, they now have the ability to handle account activities online."
Since PowerTerm Host Publisher uses a modular approach it has also enabled Dugan and Markley to gradually add new features and functionalities, in addition to building on to previously created functions. It's a process — not a project that has a beginning and an end. "As we've progressed we've learned to go back and add efficiency to our functions from earlier attempts," explained Markley.
While PowerTerm Host Publisher has been relatively easy to use, Ericom's Customer Support was always readily available with prompt and efficient service. "Whenever we encountered an issue, we went to Ericom and were very pleased with the service they provided. First of all, Ericom usually had the answers to our issues. Second, you could always reach someone at Ericom. There was never the typical ‘leave a message and we'll call you back'", stated Markley. "Most importantly, Ericom's support team knew what they were doing. Whenever we encountered an issue, Ericom's support team would help us work through it, offering us suggestions on how to make it run more efficiently, and it worked. "
Staying Ahead of the Game
According to Dugan, they continue to use PowerTerm Host Publisher to create new and improved functionalities. "With many of our subscribers traveling for work, they usually don't have access to their regular mail. Soon these subscribers will be able to pull up a summary of recent Flex Plan correspondence to see if any immediate response is required." Also in the works is offering members the option to change their investment elections on-line. This feature is expected to be developed and implemented within just a few weeks.
Having PowerTerm Host Publisher enable them to do all this has helped BPI and Flex Plan improve customer service, explained Dugan. "We believe our clients are more apt to stay with a company that is ahead of the game, PowerTerm Host Publisher gives us that edge as it creates convenience for our customers."
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