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Midwest Operating Engineers Fringe Benefits Office (MOE) is responsible for providing health, pension, and retirement benefits to 60K+ past and present Local 150 members and their families. MOE’s members use a Salesforce Community (My150) as a one-stop shop to manage their health insurance and keep track of other important benefit information. My150 is the location members submit life changing events in order to add or remove dependents from their health plans.
The only way for members to submit required documents (Social Security Card, Birth Certificate, etc…) was via snail mail or fax. This tedious process can take weeks of back and forth to ensure the right documents are provided and the copy of the document is legible to the Customer Support Team. This process takes the agent working the case significant time and effort. Additionally, this process is inconvenient and cumbersome for the member.
Using Salesforce Community Cloud and Laserfiche, Solving IT was able to streamline the document upload process. When members submit a Life Changing Event via My150, they are given a prompt indicating which documents are required and afforded the ability to upload them via a photo on their phone, or a file on their computer. A status is assigned to each document to help the agent keep track of their document review process. Automated email notifications are enabled to inform members when their documents have been approved or rejected in real time. Additionally, Member Service agents are able to communicate in real time with Members via newly enabled case comments. All approved documents are sent to Laserfiche and removed from Salesforce cutting down on Salesforce storage space required. An iFrame is used so agents can easily reference documents from Salesforce without needing to log into Laserfiche.
Life Changing Event cases are now processed weeks faster than the previous snail mail or fax process. This has sped up the ability to add or remove dependents from health plans. Communication between Members and Agents is in real time. The number of days to process a Life Changing Event has reduced from 45 days to 15 days. Additionally, when incorrect documents are provided, members know within the same day and can immediately provide updated documents. Overall, this process is more convenient for the member, and greatly streamlines the agent’s process for working the case.
