In the Spotlight: Digitalizing Mobility Service Delivery
As digitalization of organizations’ operating models advance throughout various industries, BGRS continuously enhances our technological capabilities to support our clients’ business and digital transformations. Natasha Brijcoomar, Director, Digital Products, shares her insights into how BGRS’s technology solutions are meeting the needs of our clients and their mobile employees In the Spotlight.
Research shows that using the right technology can significantly increase the success of service delivery models and employee satisfaction. Can you elaborate on what this means for BGRS and our clients?
Natasha Brijcoomar: Digital transformation has a potential to significantly reshape any industry vertical. Through the current COVID-19 pandemic, we are seeing even more interest in technological solutions as organization’s look to quickly adapt their mobility programs, while keeping their mobile employees informed and supported. One area we see rising to prominence is a delivery of an omnichannel employee experience and support. Organizations and their mobile employees want the ability to interact in different ways to receive support and information quickly, and in the format that suits their circumstances. We also see an increase in demand for self-serve options, as users want a balance between autonomy, choice, and guided support to, again, suit their specific needs. With advances in robotic process automation (RPA), we are increasingly able to support a positive customer experience by automating simple tasks and allowing service delivery teams more time to interact with mobile employees. And finally, data transparency continues to be a major benefit of operations’ digitization. Clients and their mobile employees want access to reliable, actionable data, while ensuring that their personal information is adequately safeguarded.
How does BGRS leverage the latest technological trends to support clients’ strategic goals and objectives?
Natasha: As a long-term partner to our clients, BGRS is here to support them through their own mobility program evolution. We provide our clients support in three key areas – cost management, operational efficiency, and value add to their mobility programs. By designing configurable technology solutions to support their mobility objectives, we help our clients achieve their goals while containing costs. BGRS also supports operational efficiency through platform integration, driving process optimization, automation, data integrity, and security. For example, through platform integration and connection points to our suppliers’ platforms and clients’ human resource information systems (HRIS), we are able to provide a fully streamlined end-to-end customer experience.
Jointly identifying an organization’s challenges and key objectives is the first step to informing how BGRS can tailor the service delivery and support. Then leveraging design-led thinking and ongoing market research initiatives in close partnership with our clients and suppliers allows us to innovate and leverage new technologies to support their requirements in a targeted approach.
What are some of the recent examples of enhanced technology solutions that benefit clients and their employees?
Natasha: BGRS’s technology team delivers enhancements to our technology platform, ReloAccess, on a regular cadence. Over the course of 2019 and the first half of 2020, BGRS has delivered a variety of enhancements to our interactive move timeline, BGRS Relocation Planner. Anchored in BGRS’s vision of by your side, looking ahead™, the Relocation Planner allows the mobile employee, and those who support them, to focus on every element of their move. This specifically includes focus on those meaningful moments that are critical, yet unique, to every customer. The Relocation Planner is not only designed to empower the mobile employee with information, self-serve options, and the ability to seek BGRS’s service delivery team’s guidance when needed, but also to pinpoint key moments to monitor customer sentiment and to ensure they had a positive customer experience.
Another important tool we are continuously enhancing is the BGRS core/flex technology. Enabled by new technologies that limit administrative burden and in increasing demand, the core/flex benefit models directly support provision of choice and flexibility sought by the mobile employees. All the while ensuring that data governance, risk, and cost management requirements are also met.
In the area of mobility financial services, for example, we enhanced our self-serve expense query functionality. This not only enables users to submit expenses but also allows them to use an AI-driven FAQs feature, in their own time, for any expense related questions before, or instead of, connecting to their BGRS service representative.
As organization’s look to evolve their client and employee experience, how is BGRS envisioning the future of their digital transformation?
Natasha: As we evolve the mobile employee experience, we are focused on delivering changes and digital technology aligned to the meaningful moments of the mobile employee’s move. For example, enhancing the onboarding process to make the experience within ReloAccess as seamless and frictionless as possible is one area of constant focus. We are also continuously augmenting the omnichannel support structure. We continue to find new or improved ways to provide the right information, through the communication channel of choice to both clients and their mobile employees.
As we also focus on the client experience, we offer, for example, solutions to streamline initiations into BGRS. Integrating with HR systems and other technologies reduces the manual and redundant effort for our clients. Our Online Initiations tool, we continue to optimize based on our client’s unique needs, makes their authorizations easier and more efficient. Our clients are also at the center of our innovation and development process. We engage with them in design-led thinking workshops to better understand their strategic direction, current experience, and how they are transforming mobility in their organizations, so we can validate or pivot our roadmap. As an example, we recently held customer experience design sessions to better understand the successes and opportunities with mobility program management reporting. We are taking those insights to fine-tune existing features and introduce new technologies and capabilities that will deliver value to our clients.
Advanced system integration and enhancing BGRS’s data ecosystem is another area of focus. We are constantly identifying opportunities to further eliminate the need to repeatedly request information, drive process automation, and continue to create a more positive customer experience.