Product: PTE Financial
Representative: Julie Kramer, Financial and Compliance Product Director
To what do you attribute the positive ratings from your customers?
Kramer: “Along with mature processes, StoneRiver touts a commitment to outstanding customer support as a chief reason for the positive ratings with customers. We are fortunate to have an active user community that we nurture. With 25-plus years of experience implementing accounting systems at insurance companies, StoneRiver has done the work necessary to earn these positive customer relationships and reviews. Lastly, we have strong client loyalty overall and approximately 76 percent of our clients have been with us for over 10 years.”
How do you communicate with your insurance carrier customers to meet their needs?
Kramer: “StoneRiver touts a formal process that ensures we are implementing enhancements that customers find intrinsic value within. Customers can submit enhancement requests through various channels and during the annual user group meeting. This meeting in particular is held to discuss the suggested enhancements and users are given the opportunity to prioritize the enhancements through a voting process. Once the list of enhancements has been finalized, the business analysts and product teams work directly with our clients to ensure the enhancements are being implemented as expected and follow-up communication occurs to outline the enhancements and functionality. StoneRiver communicates with customers through newsletters, an annual client conference, industry events, and an online support tool called Lifeline.”
What are some of the positive developments your company has achieved in the past year to make your product stand out amid a crowded solution-provider market?
Kramer: “Inspiring loyalty is something StoneRiver pursues in an ongoing fashion. We release product enhancements based on client feedback. We have a customer Excel award program that acknowledges our clients for excellence in technical innovation, project management, value achievement, and customer community leadership. We have built partnerships that enhance our product suite. We have implemented account management resources that stay in touch with our clients.”