Case Study: Central States Funds achieves improved customer satisfaction with Napersoft CCM Document Platform

Central States Funds Improves Customer Satisfaction with Napersoft CCM Document Platform

Central States Funds, a Taft-Hartley fund serving hundreds of thousands of multiemployer participants and handling over 12,000 claims daily (with more than 90,000 EOBs generated weekly), needed to improve member service and satisfaction by delivering timely, personalized documents. To address inconsistent formatting, slow response times, and heavy IT dependence, they chose Napersoft and its CCM Document Platform.

Napersoft implemented the CCM Document Platform (including the CCM OnDemand option) and had it running in one week, enabling departmental users to create and control templates without IT support. Napersoft’s solution reduced templates from 2,500 to 370, improved EOB clarity, freed IT resources, sped responses, supported a member self‑service portal, and measurably increased customer satisfaction while reducing calls to customer service.

Central States Funds

Steve Kolasa

Service Team Leader