Reliance Matrix Introduces Text Back Technology To Its Event-driven, Omni-channel Claim Management Experience

Reliance Matrix, a leading provider of employee benefits solutions and technology enabled absence and productivity services, has launched new “Text Back” technology into its integrated claim experience across all solutions and services. This latest innovation allows employees to easily confirm or change their return-to-work status through text messaging, enhancing the employee experience and rapidly updating employee information across proprietary Matrix platforms as well as client HCM systems.

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“Our new Text Back feature resolves that issue, making it safe and intuitive for the employee to provide necessary information in real time”

The return to work (RTW) process is one of the most important phases of any employee leave, for both the employee and the employer. As a best practice, Reliance Matrix absence management specialists proactively reach out 5 days prior to the employee’s scheduled return to confirm the date and other important information. Historically this important touchpoint took the form of a phone call and, as such, was subject to delays from missed calls and voicemail.

“Our clients confirm Text Back is a quantum leap forward in service and accuracy” said Mark Marsters, President of Matrix Absence Management and Chief Operating Officer of Reliance Matrix. “In research jointly conducted with some of our largest employer clients, we confirmed what I think we can all agree on: Few of us are willing to answer a call from an unidentified number on our mobile phone. The resulting communication delay actually grows and expands, like ripples in a pond, resulting in data gaps and even missed deadlines.”

“Our new Text Back feature resolves that issue, making it safe and intuitive for the employee to provide necessary information in real time,” Marsters said. “That data is then immediately available to managers and HR teams so that vital staffing decisions can be made accordingly.”

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With Text Back, employees can quickly confirm their return to work date, and indicate whether they are returning full time and full duty, by responding to a simple text inquiry. Once confirmed, all integrated systems are updated so employers stay informed real-time on the status of their workforce. Reliance Matrix’s patented workforce productivity tool, Absence Radar®, conveys this information to line managers through just-in-time notifications as well as a unique calendar interface.

Paired with Matrixlink®, the company’s proprietary data integration product, this time-sensitive data is then shared seamlessly with each employer’s Human Capital Management (HCM) system.

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