Case Studies Sara Lee Coffee & Tea – Employee Benefits Program Enrollment The Challenge Increasing benefit costs forced Sara Lee Coffee & Tea to reevaluate and subsequently institute sweeping changes across its entire organization. The challenge then became one of enrolling more than 3500 employees into the company's new program in a timely manner and ensuring the highest possible level of data collection accuracy. Solution MAI RMG partnered with Sara Lee Coffee & Tea as an outsourced solution to transition its 3500 employees into a new benefits program within a 30-day window. Employees were given an option of completing a written form or calling an 800 number to complete the enrollment process: both the forms and incoming calls were managed by MAI RMG. Quality control measures included the recording of all incoming calls to aid in dispute resolution and a follow-up mailing to all employees who did not respond within the mandated timeframe. Results - Nearly 78% of Sara Lee Coffee & Tea's 3500 employees completed the benefits enrollment process by calling MAI RMG - MAI RMG managed an average of 123 calls a day during a 22 business day time period with an average call handling time of 6 minutes, 30 seconds - Follow-up letters confirming the enrollee's personal information were processed through MAI's Integrated Fulfillment Group - Sara Lee Coffee & Tea realized the secondary benefit of a cleaner, more accurate employee database as all information contained therein was re-verified during the enrollment process - All data was transferred to Sara Lee Coffee & Tea's JDE system for importation via secure FTP Elements - Inbound call management - Data verification and collection - Confirmation letter processing & mailing - Follow-up postcard design & mailing Background Sara Lee Coffee & Tea supplies a comprehensive array of brands and varieties to satisfy every type of coffee application in a brand range of food service concepts. Sara Lee Coffee & Tea provides the coffee, the equipment and the marketing and selling expertise, as well as the training and merchandising materials required for a profitable coffee program. The company's global resources, trend knowledge and dedication to the coffee industry provide brand solutions that help drive the success of its customer's coffee programs.