Jun 30, 2023

Online Portal Improves Customer Service | Simplicity Keystone

The Scenario

Simplicity Keystone, a subsidiary of Simplicity Group Holdings, provides executive benefits consulting and other bespoke retirement solutions. While they strive to provide white-glove service, they were using outdated manual processes to enroll new clients, which did not provide immediate visibility of benefits.

Also, this slower onboarding process did not entice customers to engage with the company regularly, making it difficult to market additional products to them. Simplicity Keystone needed to streamline onboarding and encourage customers to engage. That’s when they reached out to AltSource, a custom software development company in Portland.

Michael Falkenstein
Partner, Simplicity Keystone

“AltSource understood the needs of our business and the demands of our clients. Their attention to detail has proven invaluable to us in this journey to build the portal and provide a higher level of customer service.”

Custom software

Features & Benefits

The AltSource team met with Simplicity Keystone to map out the ideal business processes for onboarding customers and providing customers with additional support. AltSource proposed creating an online portal that would provide tailored views for different user groups.

Within the portal, staff administrators could provide concierge services for faster enrollment. They could also market new products and policies to specific clients and complete the purchasing process within the portal.

When customers log into the portal, they can view their cash accumulation value and contributions in real-time. They can also access plan summary documents or records of withdrawals and transactions. Employers can also view key details about employee contributions, historical data, and policy documents.

Business Impact

Increased Speed to Onboard
  • By automating information within the portal instead of using manual spreadsheets, customers can be onboarded and access plan information more quickly.
Improved Marketing Capabilities
  • The modern-looking portal offers customers more engagement, giving Simplicity Keystone a direct channel to share new product marketing materials.
Decreased Time Spent on Manual Tasks
  • Instead of using spreadsheets for manual updates, the online portal automates the process, giving agents more time for high-value tasks.
Elevated the Customer Experience
  • The portal empowers the company to deliver a unique customer experience well-suited for their niche audience.
Gained New Customer Insights
  • With customer data more accessible from the portal, Simplicity Keystone can run in-depth reports to gain new insights on customers and business growth.