SOURCE: Toshiba America Information Systems Inc., Telecommunication Systems Division

Toshiba America Information Systems Inc., Telecommunication Systems Division

April 26, 2011 11:00 ET

Benefit Management Inc. Meets Regulatory Compliance Requirements and Improves Customer Experience With Toshiba's Strata CIX Phone Systems

IRVINE, CA--(Marketwire - Apr 26, 2011) - Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba -- www.telecom.toshiba.com) has helped Benefit Management Inc. meet regulatory compliance requirements and improve customer service with its Strata® CIX™ IP business phone systems. Based in Great Bend, Kan., with an additional office in Overland Park, Kan., Benefit Management Inc. (BMI) provides customized, high-quality health benefits administration programs to self-insured companies, association plans, and state high-risk pools nationwide.

Michelle Kaiser, vice president of Information Systems for BMI, identified the need for a business telephone system that would:

  • Provide BMI's client companies with highly effective and quality relationship management services;
  • Answer the need for organizational efficiency and productivity and support BMI's profitability;
  • Meet strict government regulatory compliance requirements;
  • Effectively handle the 13,000+ monthly incoming calls;
  • Increase call center efficiency by improving call handling, routing and reporting;
  • Provide the ability to add remote call center agents for a low cost;
  • Allow for custom call center reporting;
  • Improve customer service within the call center; and
  • Provide 24/7 reliability, with zero down time.

In recognizing these needs Kaiser turned to Nex-Tech, an Authorized Toshiba Dealer located in Hays, Kan. Nex-Tech has been an Authorized Toshiba Dealer for more than five years. Mark St. Peter, sales representative at Nex-Tech, recommended Toshiba's Strata CIX IP business telephone system and Strata ACD call center solution for BMI's robust needs.

Solution: Strata CIX Exceeds BMI's Goals

Installed by Nex-Tech, BMI has a Toshiba business telephone system that consists of:

"Our Toshiba telephone system works for us and accommodates our needs -- we don't have to accommodate it. It's a work horse and does what we need it to do, reliably and efficiently," said Kaiser.

Result #1: Helps BMI Meet Regulatory Compliance Requirements

With the government's ever-changing and increasingly strict reporting requirements for third-party administers of benefits, BMI must be able to provide detailed, custom call center reports. With healthcare reform, the requirements have become even more stringent. Utilizing Toshiba's Strata ACD Call Center with TASKE reporting and Tracer recording solutions, helps BMI meet its mandated regulatory compliance.

Call center improvements include being able to report on call logs by type of call, call log codes, routing to agent based on type of call, prompts to the user, and more. BMI uses call recordings made using the OAISYS Tracer solution for compliance as well as agent training. Having the call recordings improves training for both new and existing employees and helps resolve issues related to benefits management.

Result #2: Improved Call Center Efficiencies

BMI has call center agents at two locations: the company headquarters in Great Bend, and BMI Campus 2 also located in Great Bend. Using Strata ACD, agents can easily log into their groups, making it efficient for BMI to hire remote agents when the need arises.

BMI has a total of 18 call center groups with 44 ACD sub-groups that are manned by 74 agents and seven supervisors. Seventeen groups are set up to handle specific government pools. A separate commercial group handles calls for the non-government customers.

Using Strata Call Manager, agents have the customer information they need on their screens and can easily call for help from a supervisor using the "Chat" function for instant messaging.

More than 13,000 calls go through the BMI telephone system every month, with peaks of 16,000 calls per month during renewal periods. The Strata ACD system helps BMI agents more efficiently take care of their customers, helping BMI meet compliance requirements.

Result #3: Seamless Networked Environment

Utilizing Toshiba's Strata Net IP networking solution, BMI is able to seamlessly network its Strata CIX670 business telephone system with its main location at Great Bend and the second remote call center agents using Strata Call Manager. This centralized system allows for a centralized call center and centralized voice mail across all locations.

The Great Bend location also has data center replications for system redundancy, a requirement for BMI's government regulatory compliance.

Four-digit dialing between locations also helps improve internal communication since the system is fully networked across the sites.

Bottom Line: BMI Meets Compliance Regulations and Improves Call Center Efficiencies With Toshiba IP-PBX

The new Strata CIX telephone systems have helped BMI meet its communications objectives, including:

  • More efficiently and effectively meeting government regulatory compliance requirements;
  • Doing more with its call centers, including improving call handling and routing, custom reporting, call recording, and utilizing the Chat feature between supervisors and agents; and
  • Improving the customer experience for its callers as they more quickly route to agents who assist them with important information on-screen using Strata Call Manager.

"Thanks to Toshiba and Nex-Tech, we were able to significantly improve our call center capabilities, meet government regulatory compliance requirements, and give our customers the best possible customer service experience," Kaiser said.

For an Authorized Toshiba Dealer, visit: www.telecom.toshiba.com

About Benefit Management Inc. (BMI)

Benefit Management Inc. (BMI) provides customized, high-quality health benefits administration programs to self-insured companies, association plans, and state high-risk pools nationwide. Based in Great Bend, Kansas, with additional offices in Overland Park, Kansas, BMI is one of the Midwest's leading third-party administrators with a reputation for flexibility, innovative services, and outstanding customer service. BMI currently administrates benefits for about 45,000 members nationwide. Benefits packages include healthcare, life insurance, dental and vision plans. Its self-insured clients range from small employers with a single location to national employers with multiple work sites across the country. BMI is the leading third-party administrator of benefits services for state high-risk pools serving Kansas, Iowa, Alaska, Washington and New Hampshire. It also manages plans for retail businesses, universities and colleges across the United States and has participants in every state.

Visit: http://www.bmikansas.com/

About Toshiba America Information Systems Inc. (TAIS)
Headquartered in Irvine, Calif., TAIS is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide mobile products and solutions, including industry-leading portable computers; televisions, TV/DVD Combination products, Blu-ray Disc and DVD products, and portable devices; imaging products for the security, medical and manufacturing markets; storage products for automotive, computer and consumer electronics applications; and IP business telephone systems with unified communications, collaboration and mobility applications. TAIS provides sales, marketing and services for its wide range of products in the United States and Latin America.

TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation. Toshiba is a world leader and innovator in pioneering high technology, a diversified manufacturer and marketer of advanced electronic and electrical products spanning information & communications systems; digital consumer products; electronic devices and components; power systems, including nuclear energy; industrial and social infrastructure systems; and home appliances. Toshiba was founded in 1875, and today operates a global network of more than 740 companies, with 204,000 employees worldwide and annual sales surpassing 6.3 trillion yen (US$68 billion). For more information on Toshiba's leading innovations, visit the company's Web site at www.toshiba.com.

© 2011 Toshiba America Information Systems Inc. All rights reserved. All product, service and company names are trademarks, registered trademarks or service marks of their respective owners. Information including, without limitation, product prices, specifications, availability, content of services, and contact information is subject to change without notice.

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  • Toshiba PR Contact:
    Teri Sawyer
    T&Co.
    714-536-8407
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