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Specialty chemicals producer

Chemical Producer Uses Morneau Shepell’s Employee-Focused Online Tools and Call Center Support to Enhance Member Appreciation of Benefit Programs

Challenge

The chemical industry has seen strong growth in recent years. An established specialty chemicals producer needed to attract and retain talent in this competitive marketplace. The organization considered its health & welfare and retirement programs key advantages and needed to highlight the programs’ value to employees and candidates.

In 2009, the company sought an administrator with the experience and vision to deliver a solution that would enhance the programs’ value to plan members and administrators by reducing complexity and facilitating access.

Solution

Morneau Shepell delivers highly employee-centric tools designed to enhance the member experience and appreciation of the benefits offered. Working closely with this company, Morneau Shepell reviewed its objectives in order to design a solution and provide a suite of services that would bring its vision to fruition.

Morneau Shepell’s array of end-to-end solutions allowed the organization to centralize services with a single vendor. Morneau Shepell assumed responsibility for COBRA administration, retiree administration, direct billing, full QMCSO administration, and more. Plan members accessed these tools through a single website. Managers benefitted from equally centralized website access and reporting.

Employees were introduced to an innovative approach to retirement initiation. Morneau Shepell’s integrated retirement tool guides members through a step-by-step process. They can model retirement options and request retirement online, which managers can approve. Members then follow an easy-to-navigate route to select their retirement options, set up payments to their bank, make their retiree health care choices, and select their beneficiaries. The confusion and frustration of the traditional forms-based process is eliminated.

Results

The company’s employees and retirees were able to access all features of their Health & Welfare, Pension and Total Compensation programs through a single point of entry. Employee self-service emerged as the predominant means to access information, use decision support, and process life event changes.

Both retirees and active employees enjoyed the benefits of a full-service call center. Quick response times and immediate access to trained benefits specialists enhanced the service experience.

Morneau Shepell’s tools and services produced results that met all expectations:

  • Reduced the number of vendors, simplifying administration for plan members.
  • Implemented a member portal, centralizing access to all aspects of the health & welfare and retirement programs.
  • Made member self-service pervasive in all aspects of these programs.
  • Enhanced the member experience when transitioning to retirement.
  • Delivered enhanced call center services to retirees and survivors.