Ventiv Technology

iMproved cost ratios With steady growth in their client count over the last three years, Volkman observes that Keenan didn't need to hire more people to handle all the new business. "Essentially," Volkman says, "we're adding clients, but in terms of claims administration, which is central to the TPA function, we can handle the new clients without creating additional stress on our resources." enhancing client relationships Giving clients limited access to their own claims information, which iVOS enables, has been another key selling point for Keenan. "It's real-time access with no delay," said Herrmann, "and clients can look at their claims any time with nearly 24/7 availability—that's a real improvement." e single sign-on portal enabled by iVOS has also allowed clients to view data in multiple business lines. "e claims system data can now be integrated within our dashboard for our multi-line clients. With a single sign-on they can be looking at their benefits information and then access their workers' compensation claims seamlessly without having to input a different ID and password," explains Herrmann. "We've added a lot of different services now, like risk management and compliance functions," Volkman said. "iVOS has enabled us to basically display that data or service and allows the client to drill into the claim." exceeding retention rate targets With more functionality and access, client feedback and satisfaction has also increased. "As our clients become more sophisticated, we have embraced even more innovative ways to meet their needs," Herrmann says. "Giving clients access to their claims information is one way we've done that. ey get access in a secure environment and it gives them a way to monitor their claims in real time." Client satisfaction with claims administration is one reason Volkman says retention rates at Keenan are extremely good: "I can say that we've exceeded our retention targets each and every year since we've had iVOS." ease of use enhances partnerships Keenan prides itself on the ability to work seamlessly with multiple partners, utilizing data from many sources. is ability allows them to easily transition to new carrier partners if necessary. "For example," Volkman recalls, "we had to switch carriers on one line of business at the anniversary date—basically the entire book of business switched from one carrier to another. We had to develop an interface rather rapidly for that and because of how the data is laid out on iVOS, we were able to comply with that carrier's pretty stringent requirements on security and data." e other side of the coin is that carriers also appreciate how easy the IT transition is with Keenan. "ey actually enjoy working with us," notes Herrmann. Ease of transitioning to new carrier partners allows Keenan to look at new alliances and programs without being concerned that the transition will be too difficult and time consuming. aon esolutions strategic consulting Makes a difference "Keenan is constantly striving to improve products for our customers and operational efficiencies within the organization," explains Volkman. "David Turner and his team at eSolutions have been instrumental in helping us use the tools as effectively as possible toward those initiatives—year over year." Please contact David Turner on +1 925 242 4608 or email david.turner@aon.com for more information INNO E CLIENT RETENTION CLIENT SERVIC ADMINISTRATION CLAIMS SYSTEM VATION "In the end, we distinguish ourselves by our claim service," Volkman noted, "but we want our claims system to provide the technological support necessary for our examiners to deliver superior service, and that's what iVOS does for us." check out more case studies at aon360.com

• Cover