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Updates! Simplifying communications in Onboard

Kaylie Bryslawskyj
Updated

When your Clients are setting up benefits with Sun Life, we know it’s important to keep you informed of status updates and items that need attention. That’s why we’re simplifying the communications you and your Clients receive from Sun Life during new Client onboarding and introducing quick timeline reminders.

Streamlining email communications

More isn’t always better. And in the case of email notifications, what we’ve heard from you is that less is more.

We've recently made updates to remove some of the ‘noise’ and help you focus on what’s most important. This includes simplifying the emails we send you from Onboard, reducing the volume of emails, and ensuring those emails that you do receive are more intentional and actionable for you and your Clients.

Updates you’ll notice include adjusting emails to:

  • Send in real-time. Specific actions or requests you want to stay on top of will send out in real-time rather than through a periodic log of activity sent up to 3 times a day.
  • Be tailored for you. We know you get a lot of emails every day and it’s easy to miss something important – that's why we’re taking a more personal approach. You only receive the emails that are relevant to you.
  • Include easily-searchable details. All emails from Onboard will include company name and policy number to make it easier for you to filter and search your email inbox if needed.
  • Focus on actionable items. Keeping you aware so you can follow up as needed and keep things running smoothly.

We hope this saves you time managing your email inbox, while keeping you up to date on the most important items.

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New! Timeline reminders

We know you and your Clients have a lot on your plates. Sometimes, all you need is a quick reminder to keep that onboarding timeline on track.

Now, if certain tasks haven’t been completed as your Client gets closer to their policy effective date, we’ll provide a little nudge highlighting the effective date and reminding that tasks need to be reviewed.

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How does it work?

  • Standard: If a policy is 30 or more days away from its effective date, the timeline will display blue.
  • Don't wait: The timeline will display in yellow if a policy is 20-30 days from its effective date and one or more required tasks have not been completed.
  • Take action now: The timeline will display in red if a policy is within 20 days of its effective date and one or more required tasks have not been completed.

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We hope this small change frees you up from managing reminders and helps you and your Clients tackle any items as the policy’s effective date approaches.

 

Filters and updated Client list view in Onboard

New columns and filtering options are now available for you as you view your full list of Clients within Sun Life Onboard. This update includes the addition of new columns that you can view and sort by such as:

  • Policy number
  • Effective date
  • Onboarding phase (which includes the new timeline reminders)

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You’ll also see the ability to filter this view by the specific Onboarding timeline phase for your Clients (i.e. Welcome, Info Gathering, Review & Validate, etc).

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Please note: Your filter will default to exclude any Clients with an 'Onboarding Complete' status. However, you can choose to view these Clients or add them back into your default view by selecting the ‘Onboarding Complete’ filter option.

 

In case you missed it – census validation now available

During new Client onboarding, when census information is uploaded using the Sun Life provided template, Onboard can now review that file in real-time to validate it for missing information or incorrect data formats.

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You can view more details about the census validation update here >>