Client experience FAQ
General information
- CX is an all-in-one client experience and plan administration platform designed for retirement TPAs. It combines key TPA functions such as email automations, project management, CRM, payroll integration, and more, into a single platform to streamline operations and reduce manual tasks.
- CX is ideal for TPAs of all sizes, from firms managing 100 plans to those handling over 10,000. Its scalability and automation help TPAs enhance operations, lower costs, and improve client service.
Platform features
- Smart Inbox: AI-powered email management and task creation. Project Management: Task tracking, deadline management, and automation. CRM: Links client data to project plans and integrates participant data for seamless management. Client Portal: Secure, branded portal for file sharing and task tracking. Payroll Integrations: Supports over 200 payroll providers for automated report parsing. Custom Reporting: Real-time reporting on tasks, client interactions, and metrics. Secure File Storage: Cloud storage with SOC 2 Type II compliance and encryption.
- The platform integrates with Outlook or Gmail, using AI to create tasks, suggest responses, track client sentiment, and automatically link emails to client records. It also locates and attaches files based on requests.
- The platform offers extensive customization, including workflows, task automation, and custom reports. You can also integrate third-party tools via an open API and brand the platform with your firm’s logo and colors.
- The platform integrates with over 200 payroll providers for automatic payroll data parsing. For providers not integrated, reports can be uploaded manually, and the system remembers field mappings for future uploads.
- CX provides secure file storage and transfers, compliant with SOC 2 Type II standards. Files are stored in the cloud with daily backups, and client data is exchanged through a secure, branded client portal.
- While other payroll integration providers rely primarily on API connections to a limited number of payroll providers, Stax·ai covers 100% of the market. For the 54% of plan sponsors not supported by these APIs, Stax·ai enables direct payroll report uploads from any payroll system without requiring manual reformatting. Our document AI automatically standardizes these reports, allowing TPAs to seamlessly handle payroll data across the board, regardless of provider.
- Unlike our competitors, Stax.ai doesn’t rely solely on API integrations. For plan sponsors who don’t use one of the 200+ payroll providers with API connections, our system allows them to upload payroll reports directly through our client portal. Our document AI technology then standardizes these reports for census data and 3(16) payroll functions, ensuring TPAs can efficiently process payroll data without manual intervention or reformatting.
Workflow Automation
- Stax·ai CX offers centralized project management, where tasks are generated from emails or predefined workflows, tracked, and assigned with automated reminders for deadlines.
- Absolutely. You can tailor workflows, reports, and client portals to fit your firm's specific needs and branding.
- Yes, CX automates key workflows like onboarding and census data entry, allowing clients to upload data directly into the platform for validation and processing.
Collaboration and Client Experience
- Yes, financial advisors can securely access and collaborate on client plans, reducing communication gaps and improving client service.
- The fully branded client portal allows secure file uploads, task tracking, and census data submission, keeping clients updated in real-time without the need for manual follow-ups.
- By automating tasks and centralizing communication, Stax·ai CX offers faster, more accurate service. The platform’s "Pulse" score and real-time insights into client interactions help TPAs proactively address client needs, leading to better retention.
- It includes an integrated signing tool for documents, allowing TPAs and clients to complete and sign forms directly within the system, streamlining document management.
Compliance and Security
- CX integrates with FTWilliam.com to automate census data submission for compliance testing. A future release in mid-2025 will introduce in-platform compliance testing capabilities.
- Yes, CX is SOC 2 Type II compliant and employs encryption for all data. Daily backups and regular security audits ensure data protection.
Pricing and Support
- We provide dedicated onboarding support, including data migration, personalized training, and ongoing technical assistance to ensure a smooth transition.
- Pricing is scalable based on the number of plan sponsors and plans. For a detailed quote, please contact us.
- We recommend starting onboarding immediately following the October 15 deadline to ensure the platform is ready for end-of-year census collection and administrative tasks. This also provides time for team training before January’s critical tasks.
- For TPAs using PensionPro, data can be transferred via the PensionPro API. Otherwise, data such as client lists, plan details, and prior year census data can be uploaded in Excel format. You can choose to migrate all files or limit migration to active projects and client files—though the former option is recommended.