Providing seamless self-service options has become essential for enhancing customer satisfaction and operational efficiency. Organizations are finding that the need for integrated, user-friendly solutions is more pressing than ever. 

This Q&A with Melissa Lukas of Ontario Teachers Insurance Plan dives into why her agency chose Applied CSR24 as their customer self-service platform, the challenges they faced during implementation and the transformative benefits it has brought to their operations. Read on to see how CSR24 has revolutionized their client interactions — from streamlining workflows and improving data security to measurable outcomes like significant time savings and increased user engagement.

Whether you're exploring CSR24 or looking to optimize your self-service capabilities, the insights shared here — including actionable advice — will help you understand its potential to elevate your customer experience and operational performance.

ACN: Why did you choose Applied CSR24 over other customer self-service options?

Melissa Lukas (ML): Seamless integration with Epic was a key factor for us, as it allowed us to eliminate multiple systems and streamline workflows. With the fully integrated member portal, we have saved considerable time that would have otherwise been spent on manual processes. Additionally, CSR24 has reduced the volume of unauthenticated emails we receive, enhancing both data security and the member experience.

The other advantages that led us to choose CSR24 are the ability to customize forms and add our own links in the portal, as well as the simple self-registration feature, which minimizes troubleshooting and registration tasks. These features allow our team to focus more on handling complex member requests.

ACN: What was the biggest challenge you faced during the implementation process?

(ML): Our biggest challenge during implementation was cleaning up our contacts in Epic. When we were on TAM many years ago, we didn’t use the contacts area, so our contacts didn't migrate over cleanly (e.g.,  one contact would be "John and Jane Smith" vs. an individual contact for each client). Since we were transitioning from a previous member portal, we focused on targeting existing users of that platform. We made sure their contacts were up-to-date and that all necessary documents were made client-accessible to ensure a smooth transition.

ACN: What specific features of Applied CSR24 have been most beneficial for your company?

(ML): In today’s digital age, users increasingly seek self-service options or at least the ability to initiate processes online. The customizable forms, which allow us to ask essential underwriting questions, were a key factor in our decision to adopt CSR24. It enables us to handle certain member requests without a traditional phone call, offering 24/7 accessibility and a seamless interaction experience for our members.

From a client perspective, we have found the main features they use are viewing policy documents, reviewing coverage and processing auto ID cards.

ACN: Can you share any measurable outcomes from your CSR activities since implementing the platform?

(ML): In the first three months of use, we've amassed just over 7,500 registered users and have received over 1,200 self-service requests. We’ve seen over 15,000 policy documents viewed, and over 1,100 auto ID cards issued to date. Undoubtedly, all of this has created a huge time savings for our teams.

ACN: What advice would you give to other companies considering adopting Applied CSR24?

• Understand User Needs Thoroughly: Start by identifying the specific needs of your users for the online portal and/or app. Take time to map out the most common tasks they’ll be handling on the platform. Use this insight to tailor CSR24 to better address these needs, making sure it offers true value and enhances the user experience.
• Prioritize Self-Service Requests: During the initial launch, place a strong emphasis on fulfilling self-service requests quickly. By providing a fast response to first-time users, you create a strong first impression, which builds trust and encourages continued use of the platform.
• Invest in User Training and Support: Ensure your team and users understand how to leverage CSR24’s full capabilities. Offer training resources or guides to help them navigate the system efficiently, which will reduce friction and boost user adoption.
• Gather Feedback for Ongoing Improvement: Set up channels for users (both internal and external) to provide feedback on CSR24’s functionality. Regularly review this input to make any needed adjustments to continuously improve the user experience.

Melissa Lukas has worked in the insurance industry for 15+ years and has moved through her organization in various roles before landing in her current position of business implementation and enablement manager where she serves as an Epic Admin. She loves helping others learn more about Epic and how to make their business more efficient and digital. She’s currently serving as an Alliance Leader for the Canadian Alliance.