Benefits Office Creates Website to Improve Customer ExperienceOur client offers comprehensive, high-quality benefits to current and former professional athletes that match their lifestyle and family situation. They administer the benefits plans for active and retired athletes including dental, vision, pension, deferred compensation, disability, medical, and long-term care.
ChallengeOur client was looking for a better way to track players’ information and administer benefits that would reduce staff workload. Players needed to contact the benefits office to make changes, update information, or access their retirement accounts. In addition, they wanted to improve the overall customer experience for the athletes with self-service capability.
The client collaborated with a design firm, while RDA implemented the designs, and developed a website using Sitecore. The design firm provided the content and overall design of the site, while RDA focused on the site structure and set up of the Sitecore environment based on best practices. RDA built the site and templates to reflect the design intent, and ensured Sitecore was properly integrated with the benefit provider’s system, which stores the athletes’ information. Integrating the two systems brought the athletes information forward and made it readily accessible in the site.
They key to using Sitecore in this effort was its strong personalization capabilities. RDA set up Sitecore’s personalization functionality to help the client create a better personalized experience for their athletes, and used the Experience Editor to support the designer’s role in creating, editing, and maintaining site content. Google Analytics was also integrated into the site, so the client could track engagements.
Athletes and employees are happy with the development of the site, as it has reduced administrative workload for the client’s employees and has made information more user-friendly for making changes and viewing benefit information.