Founded in 2007 and acquired by Towers Watson in 2013, now Willis Towers Watson, Liazon Corporation operates the industry-leading private benefits marketplace for businesses. Its flagship product, the Bright Choices® Exchange, is an online benefits store that is changing the way employers and employees buy benefits. Bright Choices helps employers manage their health care costs by setting predictable budgets through a defined contribution funding strategy while guiding employees to purchase better coverage of health, dental, vision, life, disability and other benefits. Liazon works with top national and regional insurance providers and supports businesses nationwide through a distribution network of leading broker partners. Among our other accolades, Liazon is consistently rated one of the best places to work, most recently by Crian’s. We made Liazon Portal Design and MS Dynamics CRM Customization. Let’s consider this successful case.
Company Size: 500 employees
Country or Region: United States
Head Office: New York, United States
Industry: Insurance, Publishing, Media & Internet
Founded in 2007, Liazon Corporation operates the industry-leading private benefits exchange for businesses. Its flagship product, the Bright Choices® Exchange, is an online benefits store that is changing the way employers and employees buy benefits. Bright Choices helps employers manage their health care costs by setting predictable budgets through a defined contribution funding strategy while guiding employees to purchase better coverage of health, dental, vision, life, disability and other benefits. Advanced cloud computing infrastructure and robust security protection ensures continual access and safeguards confidentiality of data transmission. Liazon works with top national and regional insurance providers and supports businesses nationwide through a distribution network of leading broker partners. Liazon was acquired by Towers Watson, a leading global professional services company, in November 2013.
Project Dates Attended:
Product and Services:
Microsoft Dynamics CRM
The Microsoft Dynamics CRM solution was exactly what Liazon Corporation needed – an off-the-shelf solution with the flexibility required. Using Microsoft Dynamics CRM across all departments has allowed Liazon reach its goals of ensuring customer loyalty and satisfactionDmitry Staritsky
Liazon operates the industry-leading private benefits exchanges for businesses.
Liazon was founded by health care and insurance veterans, who realized that the technological revolution that had fundamentally altered our lives in so many ways could change how we choose, and use, health insurance and other employee benefits, for the better. These health care and insurance veterans realized that the huge amount of money being spent on employee benefits was not delivering value for either the employer or the employee.
Since then Bright Choices has changed the way employers offer benefits for the better. Where limited consumer choice was the norm, they gathered products from leading national carriers and created an online store where people could shop among diverse benefit arrays.
Where benefits had previously been selected and purchased by the employer, they turned the buying roles around so that employees were the ones buying the benefits they wanted to meet their individual needs using set budgets defined by the employer. Where they wanted to make the shopping process simple and effective, they built in technology and education so that people can make informed decisions. The results have launched an industry revolution. Liazon was acquired by Towers Watson, now Willis Towers Watson, in 2013.
The main business objective: they need to provide design for the portal as it needs to have a Bright Choices/Liazon theme across the board
Liazon Portal Design and CRM Dynamics CRM Customization
- Compensation package management
- Product info management
- Enrollment registration business process
- Modification and approvement of enrollments
- Employee lists management
- Case business management process
- Parties access and security management
1. Wrote access:
Build-a-store: Ability for insurance carriers to fill out build-a-store information not into Dynamics structure but get pulled and mapped onto certain things in Bright Choices. This is pass-through. Login credentials are tied to insurance carrier accounts/contacts. Created an entity to house the stuff. Ability to upload SBC’s per plan
Client Onboarding Data Sheet: Created the sheet, which the Client fills and will write themselves onto the fields. Customized the audit/approval process in the account. Login credentials also are tied to account client contacts. Fields already exist either on account or entities tied to client accounts. Approval process automation: the original data entered by the client is “staged” before it is written to the Dynamics fields that already exist.
A Liazon employee and/or the client can go into the staging place and correct data. Once data is ok, the Liazon employee hits a “Submit” button, which then writes the data onto the Dynamics fields.
Repurposed for pre-enrollment “webform”. Created the flow of events: Account created in Dynamics. Then a webform ‘Contact us’ created and tied to the account. The user uses the link to create their own contact record and these created under the dynamics account but with type = Employee contact. That contact can put in a case that was created against the account (fields for the webform was provided).
2. Read access:
Data mining. Liazon partners now can see client service mainly (some employee service) cases for groups. The contact is verified against the already existing contact in Dynamics. In Dynamics, the contact is provisioned security. The contact can view all accounts and cases wherever the contact’s parent account is Parent Organization.
Project management now has significant control over solution features including client fields, custom screens and workflows, making employees more autonomous and efficient. By centralizing data via MS CRM, Liazon has gained a cross-department view of its client portfolio, enabling all employees to see contacts made by different units. This, plus improved organization via MS CRM, ensures that client contacts are not duplicated across departments. Moreover, better visibility into scheduled appointments improves management of internal resources
The UDS solution has also made it possible for Liazon to automate its system for contacting potential clients. MS CRM allows for targeted prospecting of clients. Emails are sent every day without human intervention. This process is fully automated and makes it possible to create and launch email campaigns driven by the group’s sales goals. In addition, new UDS modules identify Liazon clients that are connected in some way, such as through social networks, which helps sales define and implement prospecting plans
Case Management solution provides included making case information available to knowledge workers in the form of a shared case folder (subject to security and access control rules), managing a library of processes, managing case information in the form of business documents rather than structured data, allowing ad hoc tasks, such as requesting an estimate during a claims process
UDs solutions connected to the Liazon Retirement and Personal Protection/ Health Insurance software packages and Integrated Noemi’s quoting tool. This integration makes it possible to extract data from companies and potential clients and make it available to Liazon, automating data import and ensuring that information is constantly updated
With Microsoft Dynamics CRM, Liazon is able to create the workflows it needs to free-up time for company team, stay in closer touch with prospects and clients, delegate tasks and deliver more volume. In addition, build-a-store information integration enables stuff to easily push contacts into campaigns. The company can now make quicker decisions by getting a better idea of what campaigns they react to
The flexibility of Dynamics CRM gave Liazon the ability to take the out-of-the-box functionality of Cases and customize it to support interdepartmental communication between customer-facing and noncustomer-facing departments and partners. Improved collaboration between departments and partners has increased efficiency and improved the customer experience