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How a simplified client request process cuts down on hours of work

The Challenge

Melody Benefits helps employees of NY homecare agencies get the benefits they are entitled to. Daily tasks include: 

  • enrolling or terminating employees
  • adding or terminating dependents
  • supplying member IDs and general information

Specific details need to be collected from clients in order to complete each task. Before Skive automated the process, the information was collected through email. The management was not able to keep track of the status of each requests and requests would be missed. Additionally, representatives had to correspond with clients numerous times until they had all the necessary information, which was time-consuming and frustrating for both clients and employees.

The Solution

Melody’s process needed an upgrade for both clients and employees.

  1. We created a user-friendly client request form that populates applicable questions based on clients’ responses. By the time a client hits Submit, Melody has all the information they need to complete the request without the client having to answer unnecessary questions. The representative has all the details needed to complete the request easily. The software sends an automatic email update to the client once the request is completed.
  2. We integrated the form into a project management software so all information — including text and uploads — is transferred to the correct fields.
  3. Each request is assigned to a representative based on the request category and the representative is notified.
  4. The representative has all the details needed to complete the request easily. The software sends an automatic email update to the client once the request is completed.

The Results

Clients now enjoy a smoother experience! They have only one easy form in which to submit all relevant information. They receive regular updates via email. The software cut out hours of work for the representatives, time previously spent collecting information and corresponding with clients. The management has a clear overview of the process and can access the details of each request when necessary, allowing them to lead the team effectively.