Cogneesol

BACKGROUND

Please describe your company and your position there.

I am the business administration manager for a Child & Adult Care Food Program (CACFP) consulting company. We provide business consulting and data processing services to day care clients all across the state of Texas (USA). I oversee the operations and data processing departments.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Cogneesol?

We receive thousands of records each month from clients, and those must be reviewed & analyzed according to CACFP program requirements before data entry/updates can be applied for those in our internal systems. We were completing a lot of this process in-house, and we needed to outsource these services in order to be able to expand our client base and free up our internal staff for other tasks.

What were your goals for this project?

Once we receive a packet of documents to process for a client, it must be processed within 2 business days. We also receive a higher volume of packets during our 'peak' processing time (i.e., the first 1-2 weeks of each month). So we needed reliable, accurate data processing that could be completed within that deadline, even if multiple packets were arriving on the same day.

SOLUTION

How did you select this vendor?

We searched for BPO processing companies online, and we selected Cogneesol because they seemed to offer the best combination of services that were both professional and cost effective for our business.

Describe the project in detail.

Gary was very responsive when we reached out for more information, and they were quick to complete a few test projects for us. He helped ensure our questions were answered and that things progressed smoothly as we worked thru the contract details.

What was the team composition?

We were assigned a team manager to help oversee the Cogneesol team members that were assigned to our projects. Cogneesol has always been good about dedicating a sufficient number of resources for our specific project needs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Cogneesol staff have now taken over the entire processing for one set of our client documents (expenses), and they're processing almost the entire incoming volume for our other set (enrollments). They've always been willing to learn new things, and they've always been gracious/flexible if changes to the workflow have ever been necessary. Most of the time, they also complete work within the deadline. As a result of partnering with Cogneesol, our internal staff has been able to direct more focus to other business tasks.

How effective was the workflow between your team and theirs?

Communication is easy with the Cogneesol team. We set up a group communication thread in our project management software (Wrike), and Cogneesol staff post their questions there if they need to clarify on something during processing. It helps keep our communication streamlined & in one place.

What did you find most impressive about this company?

Cogneesol staff members have done an amazing job learning our client documents. They've adapted well to the numerous changes that we've had to our workflows over the past several years, and they continue to be flexible to specific project needs. They have also chosen to work during our regular business hours (even though that means a huge time zone difference for them), so that has helped us out tremendously and we greatly appreciate their willingness to do that.

Are there any areas for improvement?

Some more proactive communication from our designated Cogneesol team managers would be helpful at times. A member of our own internal staff still seems to need to oversee or proactively suggest improvements as needed if there are any temporary issues with quality during processing. It seems like that would be driven more from the Cogneesol side than left for us to do (since we're the client paying for a service).

However, team managers are always responsive when we do reach out to them, and we greatly appreciate that. There are also some times when processing deadlines have not been met as requested. This presents serious issues for our clients if we cannot meet the deadlines that our company has promised to them.

BACKGROUND

Please describe your company and your position there.

Click Insurance is a small independent agency representing over 30 of the USA's most prominent carriers for commercial and personal lines.

My role in the agency is to be the acting principal, effectively gauging new business incoming, underwriting, managing and creating new business processes, while managing a team of 2 agents, 1 FT service representative, and 1 FT representative from Cogneesol, Hridyesh.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Cogneesol?

Back office support. Primary tasks include:

-Pulling and delivering electronic copies of customer documents

-Managing our renewals upcoming for 60 days out and sending reminder emails with renewal documents and ensuring these renewals get fully processed.

-Creating and issuing COIs, Binders, Acords, etc.

-Updating policy premiums in Book of Business and updating expiring policies to a "renewed" status

What were your goals for this project?

To become more efficient and refine our workflow while outsourcing tedious work that would delay my ability to create workflows and processes.

SOLUTION

How did you select this vendor?

We were referred to you by a colleague in another agency who had used your services and found it helpful.

Describe the project in detail.

Back office support. Primary tasks include:

-Pulling and delivering electronic copies of customer documents

-Managing our renewals upcoming for 60 days out and sending reminder emails with renewal documents and ensuring these renewals get fully processed.

-Creating and issuing COIs, Binders, Acords, etc.

-Updating policy premiums in Book of Business and updating expiring policies to a "renewed" status

What was the team composition?

Click Insurance is comprised of a team of 2 agents, 1 FT service representative, and 1 FT representative from Cogneesol, Hridyesh.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Implemented renewals process that keeps our insureds more involved with their policies. So far it's been a success!

How effective was the workflow between your team and theirs?

Hridyesh is incredibly smart, intuitive, proactive, and an absolute asset to our team. He has shown the drive and desire to go above and beyond for Click, and communicates incredibly well with the rest of the team. Thank you for all you do, Hridyesh. We are honored to have you!

What did you find most impressive about this company?

Level of professionalism, but not lacking in personality. In our agency, we find a personal connection goes a very long way in developing relationships not only within our team, but also with our clients. Hriyesh has shown that he's not just a "robot" taking orders, but a person with a sense of humor and we appreciate that! :)

Are there any areas for improvement?

Not really, we are very impressed with Cogneesol's solution and Hridyesh in particular. He's truly wonderful to work with!