Company: StoneRiver
Product: Pro Financial
Representative: Dori Luke, Senior Vice President, Financial and Compliance Solutions

To what do you attribute the positive ratings from your customers?
Luke: “First, we are proud to mention StoneRiver’s commitment to outstanding customer support. With over 25-years experience implementing accounting systems at insurance companies that has resulted in long-standing relationships and positive ratings. We keep a keen eye on maintaining a high level of integrity during our sales processes including accurately estimating implementation times and costs, even with custom solutions. Delivering on what we sell is a high priority.”

How do you communicate with your insurance carrier customers to meet their needs?
Luke: “We have a formalized process to ensure we are implementing enhancements that our users are interested in. Users can submit enhancement requests through various channels throughout the year, an annual user group meeting 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 that the enhancements are being implemented as they expected and follow-up communication occurs to outline the enhancements and functionality. StoneRiver also communicates with customers through newsletters, a well-attended 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 stand out amid a crowded solution-provider market?
Luke: “First and foremost, StoneRiver releases product enhancements predicated on client feedback.  We have an annual 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.  Finally, we also have implemented Account Management resources that stay in touch with our clients and meettheir needs throughout the year.” 

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