Drawn by customer service, discovers superior integration

Developing life-saving devices is serious work. With CSI employees spending excessive time on hold with their previous benefits vendor, Michelle Murray, Manager of Benefits, knew she needed to make a change. Employees are “supposed to be in the facilities and supporting our doctors — saving lives and limbs. Having a better customer service experience was really important for our employees so they could get back to work,” says Murray.

According to Murray, now that they’ve changed to Unum, “I’ve received positive feedback from our employees saying how easy Unum is to work with and how easy they are to get a hold of, which tells me that those hold times no longer exist for our employees, which is a great story to tell and very good reinforcement of the reason why we chose Unum as our new administrator. Unum's customer service differentiates itself from our prior administrator.”

Technology was another motivating factor for CSI’s move to Unum, especially the seamless integration with Workday^® via HR Connect. “That was really important,” says Murray. “The actual access and the integration with Workday were a really big influence on our decision to move to Unum.”

Murray explains, “HR Connect is a direct connection between the Unum system and our platform, which saves me time because billing is integrated. It used to take me a couple of hours to prepare the spreadsheets to create the bill and put it into my old administrator's system, and now I just run the report. What used to take me hours literally takes me a couple of minutes in the new system.”

EOI is also a breeze: “It is something that they can just do right within Workday with the link,” says Murray. “Having the integration with Unum with HR Connect really does increase the number of individuals that complete those evidence of insurability forms. Before I would send out paper applications and employees didn't necessarily follow through. I'd say we probably had maybe a 25% completion rate. Now I see closer to 80 to 90% completing those evidence of insurability forms.”

Total Leave saves everyone at CSI time and hassle. “There's no paper pushing for our employees,” says Murray. “The Unum Total Leave solution through HR Connect automates our process because that direct connection allows those updates to happen in real time. So as soon as an employee's leave is initiated, I can see it in the system, and we've enabled our system to allow managers to see that as well.”

Murray also appreciates how Total Leave integrates with their payroll system. For instance, when an employee initiates a leave, it is automatically passed on to Workday. “There's no data entry required by me and there's no way that there can be an incorrect entry because it is automated and directly connected between Unum and CSI's Workday solution,” says Murray.

Total Leave “is a one-stop shop for employees and administrators so that we can go in and see every piece of the claim,” says Murray. The CSI team can see all correspondence associated with a claim and whether it involves FMLA or ADA. “It is a little more of a cohesive experience,” Murray adds.

“We've just started our journey with Unum this year, but we're already expanding our relationship by adding a new benefits program that also uses the HR Connect technology,” says Murray. “So, I do see that our relationship with Unum is very strong and will continue in the future.”