Message Center Training BenefitConnect and PensionPath © 2016 Willis Towers Watson. All rights reserved.

What is the Message Center? Message center allows participants to send an electronic message from the ESS To be viewed and responded to by a CSR within case management

Participant Initiated Message Participant logs on to the ESS and accesses the “Contact Us” page (link is located in the header at the top of the ESS) Participant selects a Message Subject (which becomes case type), enters contact phone and email along with message Participant can also add attachments (documents, screenshots, etc) After submitting a message, Participant sees confirmation, including case ID and date / time sent Participant can then continue to navigate the site

Benefit Connect Pension Path CSR Initiated Message If a Participant requests follow up via message center, the CSR will open Participant Inquiry – General Benefits Inquiry case and assign a task to the email team. Process will vary by inquiry and client procedures. Benefit Connect Pension Path

Pension Path BenefitConnect Admin System View Participant message automatically generates a case with their selected case type. Two (or more) tasks are automatically generated. Email handlers check admin system daily (am & pm) for new cases. Pension Path BenefitConnect

Pension Path BenefitConnect Creating a Case After creating a case, two tasks are automatically generated: Draft and Review First CSR will Draft the response as a new note. Second CSR (Client Lead or Team Lead) will quality Review before sending. BenefitConnect Pension Path

Drafter reviews the participant’s file to compose message. Drafting Drafter reviews the participant’s file to compose message. Templates can be used to respond to message. Templates should be available in the KB Some clients have the ability to insert Templates from BenefitConnect (not currently available in PenPath) After the message is drafted, the drafter should spell check the draft by clicking in the spellcheck button (BenefitConnect only)

Pension Path BenefitConnect Drafting Drafter creates response and saves message. After the draft is reviewed, the reviewing CSR clicks “Note available for view by Employee” box and saves. Pension Path BenefitConnect

BenefitConnect Review Send a notification to the Participant’s email address on file that a response is ready by clicking on “Email Participant”. Note: Be sure to check if an email address is listed. If not, follow client process. Pop up will appear with a confirmation that email was sent to PTP Complete “Quality Review Task” Case is then closed (or escalated, as appropriate) BenefitConnect

Review Send a notification to the Participant by clicking on “Send Update email to Employee” There is no way to track if a email was sent and no pop-up is received advising the participant has been emailed Complete Task “Quality Review” Close case Pension Path

Research / Avoid Missing SLA’s Occasionally, we may need to escalate the inquiry to get additional assistance from our Tier 2 teams. If the participant’s inquiry needs to be escalated we must: Answer to the participant’s inquiry indicating we will research further follow up on a separate message (Please be aware of your client’s SLE. It usually is one business day) Review the message and make it available for view Assign a task to the internal team (BOC, Pen Admin, TAS Admin, etc) The drafter sets a task pending to him/herself to monitor the case for two reasons: Most clients will require we reply to any subsequent participant messages. If we don’t, we could miss the SLA (note: a participant can add notes to an opened case) To draft a new message once we have a response from the Tier 2 team. Once we answer the participant inquiry, the case can be closed.

Viewing Message Benefit Connect A pencil means the note was created by the participant or the attachment was sent by the participant. A magnifying glass means the message or the attachment are available for view. A red “X” indicates the note is only available internally or the attachment is not viewable. A check mark indicates the message or the attachment have been seen by the participant.

Attachments If an attachment is received, It can be linked to the Doc Services Procedure for this will be determined by client

BenefitConnect Procedure 1 Attachments Step 1: Click “New” under File Attachments Step 2: “Browse…” through your documents Step 3: Locate the file that needs to be attached to the message and press “Open” in the upload box. Step 4: Finally click “Save” Step 5: The reviewer will check the “Attachment available for view by Employee” box to make the attachment available for view. BenefitConnect Procedure 1

BenefitConnect Procedure 2 Attachments Step 1: Click “Link from Document Services” under File Attachments Step 2: Select the document by checking the “Select” box Step 3: Finally click “Save” Step 4: The reviewer will then edit the document and check the “ESS Enabled” box to make the attachment available for view. BenefitConnect Procedure 2

Pension Path Attachments Step 1: Click “Add File” under Case Attachments Step 2: Select the “Type” of document to be uploaded Step 3: Locate the file that needs to be attached to the message and press “Open” in the upload box. Step 4: Click “Submit” Step 5: The reviewer clicks the “Allow ESS View?” box and then “Submit” Pension Path

Participant Experience The participant receives a generic email notification at the address on file directing him / her to the ESS Message Center. Reply is waiting to be viewed.

SLAs Participants have the option to submit updates or follow-up questions to their existing emails if the email case is still open. All emails must be responded to within the client-specific SLA time frame, including initial emails, and follow-ups. The follow-up email will appear as a new note within the existing email case. A new task/notification will NOT be generated. Email handlers are responsible for tracking the new items that require response. Email handler will assign a pending task to self to monitor open inquiries. If a participant initiates multiple messages about the same inquiry- All messages must be responded as well.

Questions