About our Client
The client is one of the most recognized health and travel insurance brands in the United States. As one of the largest plan providers in the state of Minnesota, they’ve improved the lives of Minnesotans for more than 80 years. Not just a provider of health insurance plans and services, they are committed to making a healthy difference in peoples’ lives.
The Challenge
Every part of the grant application process at HDI was done manually. “We went through a lot of printing and creating binders, and everything was sent and received through our email system,” says Mel Sanders, Financial Analyst at HDI.
“Customer service is very important to us. Our previous vendor didn’t provide the support we needed,” says the Senior Community Funding Coordinator. “Response time is critical for us, so any delay in response made it difficult for us to continue our work. Not having a direct contact person to assist us with technical problems exacerbated the issue.
When we were able to arrange assistance, some solutions would be resolved in a day or two while others could take months. There were even some issues that never got resolved.” To add more complexity to the organization’s challenges, the client required a solution that would enable multiple teams to work in the same, centralized system.
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SmartSimple Cloud provides potential grantees one central location to find all available funds and sponsorships from all three departments.
A Senior Community Funding Coordinator
A Leading Health Plan Provider
Moving to SmartSimple Cloud
The client moved to SmartSimple Cloud in the summer of 2014. They were impressed that they found a single solution that could fit all their unique needs. “Each area of the organization is different, so we needed a system that would enable us to show all the activities we were supporting collectively. SmartSimple Cloud provides potential grantees one central location to find all available funds and sponsorship opportunities from every department.”
The support challenge
When the SmartSimple Cloud implementation team completed their work and transitioned the system to the client, many were surprised at the breadth of capabilities that could be included in one, overarching system.
“We wanted even more training to ensure we understood everything we could do and be ready to take charge of our system.” It was during this time that SmartSimple was working on a pilot project for a new, extended Premium Support Services offering.”
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The key benefit that differentiates Premium Support Services from Essential Support is a Dedicated Support Representative assigned to the client and specifically equipped with an indepth understanding of their unique configuration.
A Senior Community Funding Coordinator
A Leading Health Plan Provider
The Solution for Personalized Support
Premium Support Services was created in response to frequent requests from clients looking for an enhanced service option. “Our goal was to create a more individualized support offering for clients with complex configurations, those who don’t have a dedicated internal IT resource or those who regularly reach out to us for hands-on assistance,” says Eric Lauer, SVP of Platform Solutions at SmartSimple.
“The key benefit that differentiates Premium Support Services from Essential Support is a Dedicated Support Representative assigned to the client, specifically equipped with an in-depth understanding of their unique configuration. This means the client has their own personal support resource they can call for assistance who has the insight into their system that gives them the ability to provide answers and solutions quickly. Premium Support Services also offers regular meeting opportunities with a Customer Experience team leader to address any needs or concerns a client wishes to discuss, from additional training or conversations around strategy to additional changes to evolve the client’s system."
“We became one of the early adopters of Premium Support Services,” continues the Senior Community Funding Coordinator, “We were very excited to be given the opportunity to try this new service before it was opened to other SmartSimple Cloud clients.”
Providing Superior Customer Service
“Our Dedicated Support Representative is fantastic. What felt like a huge learning curve was made so much easier. I feel so much more comfortable using our system now. I can always reach out to someone with the expertise I need to guide me.”
“Premium Support Services has definitely exceeded my expectations. I’m the type of person who likes to talk through issues, so having someone on the phone with me while I’m working through a problem helps me to understand exactly what I need to do. Our Dedicated Support Representative is very patient while I take notes during our calls so I have the chance to learn as I go. Now I know I can solve most issues myself with confidence.”
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Premium Support Services has definitely exceeded my expectations.
A Senior Community Funding Coordinator
A Leading Health Plan Provider
On Track to Success
“The additional training opportunities that come with Premium Support Services have vastly improved my skills and knowledge of our system’s capabilities. I was putting in about 100 hours a month performing my tasks. Now that I have a greater understanding of how to take advantage of the total system’s functionality, those same tasks are taking just 20 to 50 hours, freeing up days’ worth of time. We’re also seeing more members of our team actively using SmartSimple Cloud since everyone feels much more comfortable working with it.”
“Premium Support Services really made a difference, easing the transition from implementation to support. It’s an efficient process that helps our team accomplish more, faster. Everyone we’ve worked with to get Premium Support Services in place has been highly professional, extremely patient and very responsive. That’s pretty amazing, because of the unique needs of each department. No matter who calls our Dedicated Support Representative, they always get the help they need. We never worry because we always get the right solution.”
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Premium Support Services really made a difference, easing the transition from implementation to support. It’s an efficient process that helps our team accomplish more, faster.
A Senior Community Funding Coordinator
A Leading Health Plan Provider
Merz North America
The Egmont Foundation
