Paycare, based in Wolverhampton at the heart of the Black Country is a not-for-profit health cash plan provider that believes prevention is better than cure, when it comes to helping individuals enjoy the best possible health (physically, mentally, and financially).
Founded in 1874 when foremen from some of the region’s largest factories sought to protect employees from crippling medical bills, Paycare has since grown to become one of the UK’s most respected health cover providers, with 50,000 individuals currently insured.
Paycare works hard to improve policyholder benefits by reinvesting operating profits and adding innovative new services like a 24/7 virtual GP surgery and telephone counselling service.
The community also benefits, with charitable funding, sponsorships, initiatives and community projects, helping support those in need, with £2.4million donated to charity at the time of writing.
Technology supports growth of services
Despite roots stretching back more than 140 years, Paycare is a very modern organisation. It recognises the important role technology plays in not only helping expand the services on offer to their clients, but improve the quality of the way in which the services are delivered.
Previous to agreeing a support contract with Quiss Technology, Paycare had been a victim of its own success, with growth outstripping the capability and resources of the previous managed IT service provider.
With on-premise servers critical to the smooth running of the Paycare operation and almost 30 users requiring constant access to their systems, a robust IT infrastructure and network, on which everyone could rely was a necessity. The environment proved challenging amid much frustration.
Paycare is rightly proud of its ability to payback clients within 48 hours of receiving a claim, with the level currently standing at 99.5%. It has not always been the case and a simple IT problem, could cause a significant impact on the service and the Paycare staff delivering it.
The mental wellbeing and working environment of the Paycare team is as important to the management as the health of their customers and constant issues with the IT system was affecting morale.
The improvement in the IT infrastructure and systems since Quiss began providing support has ensured IT is now an enabler for future service improvements, with user productivity and efficiency increased through greater system availability.
Inform and engage to grow
Found at www.paycare.org, Paycare has an informative and engaging website that also acts as a client portal. It is used by 60% of the 50,000 customers to access information, raise claims and manage their relationship with Paycare – in the future, they will even be able to choose which charities they want their subscriptions to support.
The portal and CRM system on which it is based is reliant on a robust secure system, with high availability and room for expansion. The CRM system, in which Paycare has invested a lot of time and money, is central to the high-quality service delivery for which the organisation is renowned.
It drives the organisation’s marketing and the content offered to engage customers and attract prospects. Growth is coming from the corporate sector, as more organisations understand the need to invest in their greatest asset – the people they employ.
Paycare’s investment in technology will help increase the number of corporate clients, which currently stands at around 850. These range from SMEs with just 5 employees to giant businesses with thousands of people, all profiting from an effective employee benefit strategy.
Online and self-service is the expectation
The management team at Paycare recognises the growth of online interaction with customers and the need to develop self-service features that allow customers to connect with Paycare at a time convenient to their lifestyles.
The migration of the organisation’s email to Microsoft Office 365 was undertaken by the Quiss team and has made life better for the Paycare team who rely on email to contact customers and keep them updated with their claims, along with other service notifications.
The future is likely to require an increased range of channels to connect and communicate with customers, but data security and confidentiality is a key foundation of Paycare’s service and ensures each next step is carefully considered.
Internally, the Paycare team makes good use of Microsoft Teams. The chat-based app allows disparate teams to collaborate more easily, sharing files, creating meetings and working together on documents in Word and Excel, rather than waiting for documents to be reviewed and returned.
Remote access capability ensures senior managers can react more quickly to matters and remain in the loop, even when working away from the office, safe in the knowledge the environment is safe and secure.
Security and compliance are essential, given the organisation is regulated by the Financial Conduct Authority and the Prudential Regulation Authority, with ongoing GDPR compliance essential when working with such large amounts of personal data.
IT system no longer a distraction
The Quiss helpdesk team has plenty of experience assisting clients in all sectors and understand the need for a simple quick response to any issue, maintaining the high standards expected by each client.
The Paycare management team can now focus on the future and how best to develop new features that improve the wellbeing services they offer, without having to worry or dedicate resources to monitoring the performance of their IT infrastructure and systems.
The business can continue providing a quality service to its customers knowing that should any issues occur, Quiss Technology are only a call or click away, ready to deal with the problems quickly and help users become productive once again.
Our service for Paycare demonstrates the benefits of an IT infrastructure and system all users can rely on, from the customer service team delivering what customers need, when they need it, to the senior management team shaping the future of the organisation.