Your responses to the following questions may indicate that the relationship between you and your RMIS service team is in trouble.
#1 Has there been significant employee turnover?
For years, the users of prominent RMIS platforms have been forced to deal with service issues that stem, in part, from the departure of experienced RMIS support personnel. Rather than reaching a point of stabilization, M&A activity over the past year has been followed by rounds of layoffs, as well as account reassignment for the service team members who remain.
This turnover can leave you at a net deficit, as constant changes mean more work for you and your risk management team. As the article A Stranger is Calling: The impact of RMIS service team turnover points out, “a revolving door of service team personnel who need to be brought up to speed on the unique aspects of a RMIS and the risk management program it was put into place to support compounds the problem” of RMIS technology that may already be struggling to keep pace.
The departure of team members who worked for years on an account can mean the loss of program- and system-specific knowledge. Regardless of whether there is complete documentation of customizations and special processes, you’ll likely still be forced to spend time re-explaining to new service team members how claims takeover history is reflected in the system, why a certain formula is in place, or how data exceptions should be investigated and handled.
Even clients not immediately affected by service team turnover could encounter issues down the road. With fewer service personnel on staff, experienced team members may eventually be expected to take on additional work. Without a reduction in the time allocated to client accounts, the chances of burnout and yet another departure increase. Or, should new team members be hired, experienced members of the service team may be asked to devote less time to account-specific work and more to training. This time must come from somewhere.
#2 Do members of your RMIS service team ever call with helpful suggestions (unsolicited and free of charge)?
Your RMIS service team should act as an extension of your risk management department, complete with individuals who are proactively looking to make improvements.
More than a periodic “check-in” (meetings that should already be occurring), this might take the form of a call in advance of a system update, in which you’re informed of new functionality that may have a tangible, positive impact on your business. For example, a new feature with the potential to streamline the way you assign inspections or add to the information users can provide when entering details of an auto accident.
Anticipating your needs, offering advice and suggestions, and proactively alerting you to potential solutions to challenges are the fruits of a collaborative relationship between you and your RMIS service team. It’s an approach that ensures you are always getting the maximum value from the system.
#3 Is a lack of responsiveness on the part of your RMIS service team limiting your effectiveness?
Whether it’s making changes to user access or waiting for adjustments to be made to a group of forms or reports, the first thought when considering a change to your RMIS should not be, “It seems like a great idea, but how long will it take?”
Far too many risk managers who need support are plagued by a long request process. This typically consists of filling out a service ticket (rather than making a request via phone or email), waiting for a lengthy period of time, attempting to ascertain the status of the request, then waiting some more.
5 things you’re entitled to from your RMIS comments on this approach: “When it comes to the configurability of RMIS software, is it possible to make changes on the fly? In some cases, changes may require a member of the vendor’s support team. Will these changes require submitting a ticket and waiting? Are you going to be asked to pay additional fees for these changes?”
Support delays aren’t merely aggravating; they come with costs. In some cases, the lag spanning “when you need something done” and “when it actually happens” may stop you from asking “What if?” They may even be holding you back from achieving your risk management objectives.
As the risks your business faces become increasingly complex, both your RMIS and the team that supports it should be capable of more than simply keeping up. They should make you better, contributing to your ability to stay ahead.
Constant turnover, failure to anticipate your needs, and a lack of responsiveness are indications that your relationship with your RMIS service team is not all it could be. Your RMIS vendor’s support team should be an extension of your risk management team, not another challenge you’re forced to deal with. While every RMIS provider promotes the knowledge and expertise of their service team, there is a difference when it comes to the level of service you can expect from Origami Risk.
Contact us to explore your options and begin a dialogue about what a move to Origami Risk could mean for your organization’s ability to more efficiently analyze risk and insurance data, prevent losses, control claim costs, streamline renewals, and reduce your organization’s total cost of risk.