Overview
A Fortune 50 insurance company approached Franklin & White with more than 70,000 employees. The insurance company was seeking to streamline its Talent Management assessment ordering, administration, and billing processes. Talent Management at the insurance company oversaw the administration of more than 2,000 assessments from more than a half dozen suppliers annually — a process that was manual, labor-intensive, and costly.
The insurance company needed a technological solution that allowed business units to order and pay for assessments directly, thereby eliminating the need for internal manual administration. In addition, the insurance company sought a solution that streamlined invoicing and chargebacks to business units.
Together, Franklin & White and the insurance company developed a customized process that not only addressed these pain points and saved time and money but also vastly improved the customer experience and allowed for data analytics to help drive better L&D decision-making.
“F&W worked with us to fully understand what we needed and proposed an elegant solution that ticked all the boxes: a custom assessment ordering and billing solution that saved us significant time and money, and was safe & secure. We especially appreciate F&W’s flexibility, responsiveness, and superior customer service — they have become a trusted partner truly invested in our success.”
Manager, HR Technology Operations -Talent Management
The challenges
Reducing Administrative Burden
The insurance company manually processed more than 2,000 assessments annually from multiple suppliers. The process was inefficient and presented a huge administrative burden for L&D staff. Sourcing from multiple suppliers also meant spending significant time negotiating yearly vendor contracts and managing billing and invoicing from a host of suppliers.
Solving the Charge Back Nightmare
The L&D function was serving as a clearinghouse for assessment orders and invoices that needed to be charged back to business units all over the company. This was a time-consuming administrative nightmare, diverting staff away from more critical HR work.
Meeting Stringent Data Security and Privacy Requirements
Due to the nature of the insurance business, the ordering and billing process had to comply with a multitude of regulatory and compliance requirements regarding data security and privacy.
The results
Automated Assessment Ordering
Working together, F&W and the insurance company devised an automated assessment ordering process that took the L&D department out of the middle. This required working hand-in-hand with the IT department of the insurance company to design a technological ordering solution that met the company’s stringent data privacy and security requirements.
Streamlined Process for Managing Chargebacks
Talent Management staff no longer manage the chargeback process for assessment orders from outside the department. The streamlined invoicing process means that business units are charged directly by F&W.
Simplified Vendor Management & Billing
By engaging Franklin & White, the insurance company no longer needs to negotiate with various vendor contracts and deal with billing from each of its clients. Instead, they run all their assessments through F&W and have only one vendor relationship to manage annually.
Improved Customer Experience
Insurance company employees seeking assessments now enjoy a higher level of customer service. The new ordering process eliminates the need for human intervention by the insurance company’s Talent Management staff, ensuring a smoother and more timely experience. What’s more, when an employee needs help, they can now go straight to an F&W assessment administrator for immediate assistance.
Turning Insights into Action with Analytic Capabilities
In the past, the insurance company had to compile assessment data from multiple vendors, hindering data analysis and smart decision-making. Now, the streamlined order process centralizes data collection, improving their ability to analyze information, spot patterns, and make informed decisions.
Conclusion
Franklin and White’s development of a custom assessment ordering, administration, and billing solution addressed several key challenges faced by their corporate client, resulting in significant cost savings, automated and streamlined processes, elevated customer experience, and enhanced oversight. This case study highlights the importance of tailored solutions and effective collaboration in achieving critical business objectives.