Challenges in Your TPA Business
You face challenges every day in your TPA business – in your operations and organization of course – but the challenge of making sure each of your customer types are being served is getting much more difficult. With the advancements of the Internet and mobile technologies, every individual has an expectation about how his or her experience should go – with self-service online and on their handhelds and tablets. And every employer group, carrier, and insurance broker has higher expectations for their experience with YOUR process and technology. Your success is completely dependent on the CUSTOMER EXPERIENCE you provide for each of the stakeholder’s insurance benefits, claims, and payments. You and your management team want to ensure quality by being involved in accounts and service arrangements, but your definition of quality may not be the same as each customer’s definition. You also have the challenge of figuring out how to use the available tools and technologies that can make you more efficient. However, in the current marketplace this has to be done within the context of providing the best possible customer experience for your customers to make sure they keep choosing you for your services and introducing you to other possible clients or accounts.
Making your TPA Customer Experience Great
Deliberately “designing the service you provide” is the most important thing you can do. This means that you are first and foremost willing to face the reality of how your current service comes across to each of your customer types. And then from those learnings, you can turn the looking glass around so to speak and create a service design that provides a great process completely from the perspective of the customer. This is easier said than done, but there is nothing more important for the success and profitability of your service business than actually designing the service (also with efficiency) you provide from each insurance stakeholder’s perspective. Making some time to define how the current process works and how it could or should work always pays dividends to you, your organization, and to your customers…
It’s also critical to encourage your personnel to be your eyes and ears with customer observations and expectations. Teach them how to talk more effectively with your customers making sure you have in place one point of contact for each account. With a simple structure you can get a clear picture of the levels of service and quality you are providing in all areas of enrollment, billing, payments, claims, and reporting. Your team can be deliberate about designing how your screens and web pages should look and work to make your customer interactions great. In fact, while your staff is providing servicing updates to client personnel, it’s a good idea to ask for their feedback about the workflow changes and screen designs you are planning. Your team can use a simple technique called “Wire Framing” to collaborate very effectively together…
There are so many tools and technologies now available to help you provide an outstanding Customer Experience for every kind of customer you are servicing and at every step of the way. If you adopt this approach in your process and system improvements as well as in your production servicing, you will set yourself apart from the competition. Your results will be a more profitable business overall and happy client relationships lasting for many years.
TPA724 Offering – Your System and Portal Situational Clarity
Most TPA firms could benefit by gaining a clear picture of their systems situation with a customer-centric approach to the process lifecycle… to then fully leverage Best Practices in technology for better operations and more integrated portals. Even with your Legacy system, it’s possible to achieve Process Excellence as a TPA and fully leverage both the Internet and Mobile to operate much more effectively for the customer and to increase profits.
TPA724 Offering – Software Development and Package Integration
There is probably substantial ground to gain with your current system through good integration planning and a smart approach to software development. With the right amount of application development services, your team and customers can work seamlessly with your employer groups and with their employees. Your data interfaces and online reports can be completely synchronized with your carrier clients, with your brokers/agents, and you can push operational processes to the web in a secure manner to empower all customer types.