Case Study: Leading Provider of Benefit Services achieves Service Delivery Excellence with ProcessUnity

ProcessUnity Helps Leading Provider of Benefit Services Achieve Service Delivery Excellence

Benefit Provider Organization, a leading provider of benefit services, faced regulatory-driven pressure around fiduciary responsibilities and recognized that excessive product customization was increasing complexity and harming service quality. To become easier to do business with and drive efficiency, the firm engaged ProcessUnity and used the ProcessUnity platform to catalog and rationalize its end-to-end retirement plan offerings and delivery variations.

ProcessUnity led cross-organizational workshops and built a database-driven offer catalog that mapped every product and client utilization, introduced an offer-rating system, and integrated the catalog into governance, deal tracking and sales workflows. As a result of ProcessUnity’s solution the organization gained a single source of truth, reduced inconsistent service variations (leading to shorter calls and fewer errors), enabled pre-populated, best-practice offers for sellers, and strengthened client relationships while improving scalability for future product and service development.