PPT’s client has implemented a highly outsourced business model where outside vendors provide benefit administration and support for health and welfare, financial wellness and other benefits. The HR team is responsible for vendor performance management and acts as the escalation point for any benefit questions and issues that vendor service centers cannot directly resolve.  PPT conducted a project to analyze and improve current Service Center support processes and drive improved metrics and support efficiency of vendor service centers.


  • Analyze current state support processes and develop recommendations to increase performance and efficiency
  • Track, categorize and report metrics on service requests  to aid in focusing process improvement initiatives
  • Analyze and identify gaps and issues in data management and data access to improve process efficiency
  • Manage the implementation of process improvement changes


  • Developed metrics and reporting standards for vendor service management performance
  • Developed escalation management processes and training to support centralization of vendor escalation management
  • Developed functional requirements for a case management solution and conducted vendor evaluation and implementation plan