Our Service Model
BOS's service model is based on exceeding the client's expectations.
We are able to provide a completely customized service environment with dedicated client teams,
including IT support. Dedicated IT programmers ensure that required
changes are quickly executed within the team, not put in a classic IT "queue". Most IT
requests are completed in days, not weeks, as is typical in the industry. BOS also performs
all services within the team structure, including COBRA, FSA and pension administration.
Unlike a service "silo" structure common in the industry, BOS client teams are structured to
ensure that participants typically only speak with one service person. Our model also ensures
that information is not lost handing off the participant from one department to the other.
Each service representative is fully familiar with all aspects of the client's plans and can
assist with event based transactions, such as divorce, death, etc., as well as general
questions.
For most of our clients, different plans or populations cannot be
consolidated into standardized plans due to legal commitments, collective bargaining
agreements, etc. At our client's direction, BOS establishes client teams and direct call
numbers for each of the client's unique populations. This ensures that each participant will be
treated individually based on the unique aspects of his/her plan. Also, our client
teams are permitted to spend as much time as necessary to meet the participants' needs. We have no
requirements for time allowed per call or number of calls "resolved" on the first
contact. We do not want to adversely impact our ability to put the participant's needs first
and foremost. As a result, BOS's statistics for inbound calls are substantially below the
industry average. |
