John Allen, President and Chief Distribution OfficerIn an interview with Manage HR, John Allen, president and chief distribution officer, EOI Service Company, shares insights into how the company enhances the employee experience by creating meaningful partnerships built on trust, transparency, technology, and human capital.
Existing Challenges in the Market
The employee benefits space is rapidly evolving with the influx of cutting-edge technologies. Businesses, however, are often unable to rightly utilize the solutions due to the lack of proper support.
We pair leading technology with our established service support model. We have made significant investments to design and manage solutions in-house. Simultaneously, many times we’re approached by clients to help them manage existing technology subscriptions.
Our technology services team provides clients with extensive knowledge in the areas of software consulting, system implementation, solution design, and support.
We assist our clients in navigating the rapidly changing world of technology while streamlining their implementation experience. Recognizing that each organization is unique, our flexible model is configurable to meet the demands of both your current needs and those you may face in the future.
We believe that excellence can never be achieved without balancing human capital and technology.
EOI Service Company’s Client-Centric Approach
While engaging with clients, we always undertake a consultative approach instead of offering off-the-shelf solutions.
Our technology consulting team conducts a diagnosis to evaluate clients’ pain points and their root causes. Based on the outcomes, if it’s decided that the client needs a technology transition, our technology consultants develop recommendations to expose clients to new technologies and design a road map. They also provide businesses with all the crucial details, including potential pitfalls, costs, and timelines. Once the new system is up and running, we engage with clients on a regular basis to provide the right support and onboard employees to the new system, enabling them to successfully complete their benefits selection process.
One of our differentiators is our ability to increase benefit program engagement through segmented communications specifically targeting employees’ core values and behaviors. We call this Targeted Employee Engagement (TEE)
We provide a whole host of pre-enrollment communications and decision support tools prior to the open enrollment period. TEE enables us to develop different personas based on an employee’s online footprint and the way they interpret their health to provide customized messaging. We’re building momentum and education at the employee level long before open enrollment ever takes place and employees log into the benefits administration system.
Once an employee enters the system, we create different paths based on the TEE persona. So, everyone has a customized experience.
If someone wants to engage with one of our benefits counselors, rather than simply relying on the enrollment or benefits administration platform, our counselors engage in a live conversation catered specifically to that individual’s needs. Our system utilizes AI to drive service excellence and support the enrollment goals.
We’re very proud of this unique pairing of technology and human capital and how we bring the two together. This is what makes us different in the marketplace.
“E” Powered by Oracle: EOI’s Independent Data Warehousing Tool
“E” powered by Oracle will act as EOI’s independent data warehousing tool with capabilities to leverage data analytics to predict buying patterns of not only traditional voluntary programs but can also incorporate core medical elections to track/predict migration to CDHP offerings.
-
We believe that excellence can never be achieved without balancing human capital and technology
Our system acts as a parallel platform, running alongside any enrollment technology utilized to capture insurance elections. The commitment to “double track” every election enables EOI to monitor the data exchange between any enrollment platform and the destination insurance carrier.
Consequently, EOI can manage all post-enrollment activity, including policy issuance, coverage confirmation, billing discrepancies, and completion of evidence of insurability (if required).
We also have a call flow process that enables EOI to handle large call volumes efficiently while providing a customized experience for each of our clients, including self-service options from within our Interactive Voice Response (IVR) system. Our call flow process is fully customizable and includes; client-specific toll-free number, 100% call recording, holiday and off-hours handling, and alternate options to minimize hold times, for example; queued call-back, self-serve scheduling automated text link, and voicemail. Additionally, live dashboards enable us to monitor and manage call volumes, call length, hold times, and more in real-time. Paired with our online scheduling platform, we optimize our team’s intra-day effectiveness which in turn optimizes the employee’s experience.
Applauding Client Success
In benefits implementation, medical migration is a complicated process. Employer clients face problems pertaining to the costs of medical plans. They rely on us to facilitate the process of migrating employees to better, cost-effective medical plans. In such cases, we work with clients’ HR and benefits teams to increase engagement in employer-sponsored benefit programs, especially with respect to employee and family health. We also leverage psychographic segmentation and behavioral science to enhance benefit communications and employee satisfaction.
The key to our success is our ability to engage with consumers in the simplest form. Our process and the investments we’ve made in technology help us quickly reach the employees and earn their trust.
