Overview
In this case study, we illustrate how a Professional Employer Organization (PEO) partnered with ADEC Innovations to leverage global capabilities, streamline four processes, and improve delivery.
Starting in May 2023 with Regular Eligibility Management, the partnership grew to encompass Open Enrollment, Licensing and Agency Onboarding, and Marketing Proposals.
With meticulous execution and proactive management across workloads, ADEC Innovations enhanced processes, reduced turnaround times (TAT) to hit 2-day targets, and exceeded the 98% SLA Quality metrics.
The Challenge
In 2023, a prominent PEO company serving over 75,000 employers sought to streamline operations, improve productivity, and enhance value across Eligibility Management processes.
The company invited bids for an outsourcing partner that could:
- Standardize and simplify back-office and systemic processes
- Deliver value through a flexible, transparent, and predictable commercial model
- Provide a ramp plan within an optimal timeframe while minimizing risk
- Facilitate an offshore operation that scales from paper to automated processing
ADEC Innovations was selected for its Eligibility Management expertise, effective ramp-up and transition plans, operational excellence, and ability to deliver measurable value and process improvements.
The Solution
From the onset, ADEC Innovations provided a high-quality Eligibility Management service leveraging our extensive PEO experience.
Value was added through best practices, technology, and continual improvement processes.
Key solution highlights include:
- Process flows aligned with ADEC Innovations’ PEO clients’ best practices
- “Zero Error” approach to transaction processing
- Three-wave implementation with management, support staff, and process analysis in “Wave Zero”
- Experienced Eligibility Management staff seeded into key roles
- COPC-based program for Quality Assurance
- Flexible resourcing through managed volume and resource forecasting
- Dashboards for direct performance insights
The solution was managed from our US headquarters and delivered from ADEC Innovations’ facility in Manila, Philippines, which has strong security measures and is ISO 27001:2022 certified.
As ADEC Innovations delivered results and the client’s requirements grew, additional processes were added to the partnership to include Open Enrollment, Licensing and Agency Onboarding, and Marketing Proposals.
Timeline
The partnership kicked off in May 2023 with a Wave Zero consisting of a core team of four PEO experts laying the groundwork. By June, the team scaled up, adding 13 more team members to handle Eligibility Management, leveraging talent and expertise from our growing PEO experience.
The services were expanded to include Open Enrollment in November with three additional specialists. Between January and March 2024, additional team members were recruited, ensuring delivery against SLA targets by March.
In April, Licensing and Agency Onboarding was added, followed by the Marketing Proposal workload in August. Open Enrollment hiring also ramped up in August to prepare for the peak season in Q4.
By September 2024, the team had consistently hit and exceeded our targets, paving the way for even more growth and opportunities ahead.
Training & Recruitment
Building the team, ADEC Innovations prioritized industry expertise in recruitment, with new hires undergoing a rigorous two-week training followed by a two-week Quality Control process.
Account Handling, Forecasting, and Capacity Planning
ADEC Innovations operates as an extension of the PEO client’s team, with daily calls and monthly planning sessions ensuring transparency and problem resolution.
Monthly capacity planning locks volumes two months ahead, using historical data and current trends to ensure resource readiness. Buffers were incorporated to handle spikes and attrition, with additional buffers added during new member training.
In addition to core services, ADEC Innovations went the extra mile by developing dynamic internal and customer dashboards in PowerBI. Updated at least three times a week, the dashboards provide real-time insights into performance metrics, demonstrating proactive client support, dedication to continuous improvement, and setting a benchmark for client satisfaction.
Data Security and Compliance Assurance
Recognizing the sensitivity of client data, ADEC Innovations implemented stringent security measures. All work is conducted within the client’s D365 system with restricted access, enforced by two-factor authentication. The entire Manila site is ISO 27001:2022 certified and HIPAA compliant, underscoring ADEC Innovations’ commitment to data integrity and confidentiality.
The Result
ADEC Innovations’ proactive measures and comprehensive training bore results early in the project, with the team meeting SLAs for both Eligibility Management and the additional Open Enrollment processes within agreed timelines.
By Spring 2024, TATs ranged from 0.82 to 1.12 days, significantly under the 2-day target. Quality metrics have consistently exceeded 98% since April 2024.
In summary, ADEC Innovations’ expertise, proactive approach, meticulous planning, and stringent security protocols have ensured unparalleled service delivery, creating long-term value and positioning the PEO client for sustained success.
Contact us to discover how our services can benefit your organization.
