Company: StoneRiver
Product: ProFinancial
Representative: Dori Luke, Senior Vice President, Financial andCompliance Solutions

To what do you attribute the positive ratings from yourcustomers?
Luke: “First, we are proud to mentionStoneRiver's commitment to outstanding customer support. With over25-years experience implementing accounting systems at insurancecompanies that has resulted in long-standing relationships andpositive ratings. We keep a keen eye on maintaining a high level ofintegrity during our sales processes including accuratelyestimating implementation times and costs, even with customsolutions. Delivering on what we sell is a high priority.”

How do you communicate with your insurance carriercustomers to meet their needs?
Luke: “We have aformalized process to ensure we are implementing enhancements thatour users are interested in. Users can submit enhancement requeststhrough various channels throughout the year, an annual user groupmeeting is held to discuss the suggested enhancements and users aregiven the opportunity to prioritize the enhancements through avoting process. Once the list of enhancements has been finalized,the business analysts and product teams work directly with ourclients to ensure that the enhancements are being implemented asthey expected and follow-up communication occurs to outline theenhancements and functionality. StoneRiver also communicates withcustomers through newsletters, a well-attended annual clientconference, Industry events and an online support tool calledLifeline.”

What are some of the positive developments your companyhas achieved in the past year to stand out amid a crowdedsolution-provider market?
Luke: “First and foremost,StoneRiver releases product enhancements predicated on clientfeedback. We have an annual customer Excel award program thatacknowledges our clients for excellence in technical innovation,project management, value achievement, and customer communityleadership. We have built partnerships that enhance ourproduct suite. Finally, we also have implemented AccountManagement resources that stay in touch with our clients andmeettheir needs throughout the year.”

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