Before frevvo Electronic Forms, the CGI client onboarding process required their Account Executives to complete a 20+ page paper package by hand, then manually route those documents around to various departments. Inherent in any paper-based process like this are challenges such as non-legible handwriting, incomplete forms, missing documents, and not actually knowing where the documents are (Where is it? Who has it? I can’t find it!). 

Per Dee Frappiea, “having a cloud based, mobile friendly and e-Sign compliant forms package seemed like the way to go for CGI. Eliminating the need to interpret handwritten documents, using a solution that also enforces character strings or regular expression (Reg-Ex) for an email address, phone number, type of business entity, FEIN or other required information would be beneficial as well. Knowing that the CGI team could complete the internal client onboarding process through the click of a link, anyone on the team would know where it was in the process, all required information and supporting uploaded documents were there – and, more importantly the CGI Benefits Administration team was up and running with our administrative services!”

As a function of servicing their client base, Dee noted that CGI also handles frequent ongoing changes to their client’s account and plan designs. Oftentimes these changes are communicated via multiple emails. Although a great tool, email communication unintentionally complicates this process for CGI, requiring them to gather information from multiple sources or initiate contact with clients to verify new or missing information. And in most cases, these are time consuming tasks. Electronic Forms simplified the internal process by allowing the Account Executive to update the Electronic Form with any changes to the account or plan design, which then would allow the Benefits Administration Department to quickly identify these changes within the form and update their administrative software systems accordingly.

CGI also offers COBRA Administration, which is led by Rey Simonetti. Rey noticed a clear benefit for his team by digitizing the client intake forms, “we receive a ton of internal and external emails and sometimes the communication notifying us of our client’s COBRA plans or information would indicate “same” or “no change from last year”, and as part of our due diligence, my team would be required to validate this data. Unfortunately, we would often find that something had changed, which caused unnecessary calls and emails confirming these changes.  Thankfully, by utilizing Electronic Forms, this tool mandates using “required fields,” which ensures the data is updated and accurate. This is a tremendous help during a client’s renewal, as the forms package has all of the client information from the previous year, so there is no need to re-enter” (or complete the paper form with a pen, year after year).

Both Dee and Rey agree that soon after implementing Frevvo Electronic Forms, CGI realized the efficiencies of a streamlined digital forms process, the reduction in time to get a new client enrolled, and the ease of use of managing clients with modules like the “plan change workflow.”  Electronic Forms freed up the team from traditional “back and forth” due to the package being incomplete, one could not read a dependent’s date of birth, or the form was “in the other building.” Electronic Forms has reduced the time and eliminated the frustration for the CGI team in getting a new client enrolled or an existing client renewed and managed. Even better, the overall client experience is now digital and seamless.