Guided Care came to us because they wanted a centralized way for clients to submit benefit requests and for their staff to complete the requests. There are a few types of requests and many document uploads that accompany the requests. It was important that the process be easy for the clients and not take too many steps. They also wanted to update the clients at every step of the process. For their staff, it was important for each request to get linked to all the clients data, such as email addresses, names and more. They had considered custom software, but wanted something up and running faster and cheaper.
Guided Care's Success with Centralized Request Management
The Goal
The Solution
We set up a software that allows each of their clients to submit requests. Once they’ve submitted their request, they can see the status of it and communicate with the Guided Care team about it. They are also updated via email when their request has moved to the next stage. On the teams end, requests come in and the next available rep assigns themselves to the request and takes care of it until it is resolved or needs to move to another team member for escalation.
The Results
Guided Care has made it easier for their clients to submit requests and gives them so much more visibility to see where everything is at. Their clients are much happier with this system. For the team, they are able to resolve requests much faster and are not bogged down by clients reaching out asking where their request is up to. The management has oversight and can right away see when there are issues. This gives management more metrics to become more efficient and profitable.