Case Management/Knowledge Base

World-class service begins with an experienced staff of benefit administrators. Great Lakes Strategies combines people expertise with technology specifically designed to support customer interaction. While tools to support voice recording, case management, and knowledge base functions have become an industry standard, they are only as powerful as the person that uses them.

GLS takes a customized approach to using case management and knowledge base support technologies. Just as your culture and benefits are unique, so are the ways in which you interact with your employees. At GLS, case management goes beyond the standard of documenting and maintaining history for benefit service interactions. We develop and incorporate workflow specific to your benefit environment.

Using an integrated knowledge base, GLS provides its benefit experts with an even greater level of expertise, including online access to your custom procedures, scripted responses to FAQs, and policy/plan information. Your employees will reach benefit experts armed with customer service technology that empowers!