May 2007 Focus Update #115

Improvements in our Customer Care Centre

Our mandate in the Group Benefits Customer Care Centre is quite simple – meeting the high service standards you expect. To achieve that, we’re always looking for ways to improve the service experience you receive.

A change we’re making in June will do just that. Over the weekend of June 1, we’ll implement an upgraded version of Siebel, a software system that is central to managing our relationship with you and your plan members.

Improved software will mean improved service
By upgrading the Siebel software we keep it current and consistent with industry and security standards contributing to the strength of our Customer Care Centre.  And, when the Siebel upgrade goes live on Monday, June 4, it will:

  • organize information to make navigation even easier for customer care centre representatives to respond more quickly to callers;
  • improve the search functionality for customer care representatives to identify and service callers more quickly; and
  • provide more detail in the group benefits Customer Care Utilization reports that are available on the Plan Sponsor Services website.

Service during implementation
While we expect that this upgrade will not be noticeable to our callers, we have measures in place to help ensure regular service during the three-day Siebel upgrade and in the days immediately following implementation. This includes a solid training plan for all call centre roles and additional customer care centre representatives on hand to manage calls.

E-mails and secure messages
Our customer care centre representatives won’t have access to e-mails and secure messages between the close of business on Thursday, May 31, and noon on Monday, June 4. They will begin to handle these requests starting Monday afternoon.

We’ll respond to most e-mails within two business days of receiving them, which is our standard.

Group Retirement Services also upgrading software
The Siebel software is also used in our Group Retirement Services Customer Care Centre, and while the software is used differently, if you also have your Group Retirement business with us, the benefits of the Siebel upgrade will happen concurrently for Group Benefits and Group Retirement Services.

If you have any questions or concerns about the Siebel upgrade, please contact your Sun Life Financial group benefits or group retirement representative.