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

2. 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

3. 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 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

4. 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 team.
Process will vary by inquiry and client procedures.
Benefit Connect
Pension Path

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

6. 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

7. 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)

8. 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

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

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

11. 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.

12. 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.

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

14. 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

15. 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

16. 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

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

18. SLAs
Participants have the option to submit updates or follow-up questions to their existing s if the case is still open.
All s must be responded to within the client-specific SLA time frame, including initial s, and follow-ups.
The follow-up will appear as a new note within the existing case.
A new task/notification will NOT be generated.
handlers are responsible for tracking the new items that require response.
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.

19. Questions