Client communication is the cornerstone of effective plan management. Yet, the retirement industry’s reliance on fragmented tools like lengthy email chains, manual follow-ups, and disconnected platforms often makes tracking client interactions a significant administrative burden. While email chains remain a central part of communication, they are often siloed and lack integration with broader workflows, leading to missed tasks or delayed responses. Each missed email or delayed response adds unnecessary friction to an already complex workflow, jeopardizing not only client satisfaction but also regulatory compliance—and in worst-case scenarios, client retention.
In response, our CX platform introduces a fully integrated, AI-powered inbox designed to centralize and streamline client communications. This innovation transforms how TPAs manage interactions, creating a cohesive, real-time view of every conversation and the tasks that follow. CX’s Inbox doesn’t just unify emails—it links them directly to actionable insights and automated workflows, empowering TPAs to maintain high-touch service while minimizing the administrative burden.
The traditional model of TPA-client communication is not only inefficient but also inherently risky. Email chains, though essential, are often disconnected from task management systems, making it difficult to ensure that critical actions are completed. Who is following up on missing census data? Has the payroll file been submitted for review? Are deadlines being met? These questions frequently require a manual search through inboxes and reminders, making errors, omissions, and delays inevitable.
Moreover, without a centralized view of client interactions, team members may overlap responsibilities or, worse, miss important communications altogether. This fragmented system leaves TPAs struggling to provide the seamless, proactive service that clients demand, all while increasing their exposure to compliance risks.
At the heart of our CX platform is a game-changing feature: the AI-powered Inbox. Unlike traditional email systems, CX's Inbox is designed to sync seamlessly with a TPA’s existing Outlook or Gmail accounts. More importantly, it integrates those communications directly into the CX ecosystem, where emails become dynamic inputs that drive workflows, task generation, and client tracking.
How does it work? CX’s Inbox automatically links client emails to their corresponding records, ensuring that all communications are properly categorized, tracked, and associated with relevant tasks. This automatic categorization eliminates the need for manual sorting and ensures that no email slips through the cracks. If a client sends a request for census data or asks a question about a 401(k) contribution, CX recognizes the inquiry and flags it for action—complete with auto-generated summaries and suggested responses that can be shortened or expanded as needed.
In essence, CX's Inbox serves as a communications hub where every client interaction is recorded, analyzed, and converted into actionable tasks. This dramatically reduces the time spent digging through emails and ensures that TPAs stay on top of their workflows.
The true power of CX’s Inbox lies in its ability to transform emails into actionable items. Thanks to built-in AI, the platform doesn’t just catalog messages—it interprets their content to generate tasks automatically. Imagine receiving an email that requires a payroll follow-up. Instead of manually creating a task and assigning it to the appropriate team member, CX does it for you. It identifies the necessary actions, auto-generates tasks, and assigns them to the right person, complete with deadlines.
For example, if a client sends in a payroll file for review, CX’s Inbox recognizes this, creates a task for payroll data validation, and assigns it to the appropriate team member. By automating this process, the platform ensures that nothing is missed and that TPAs always move forward with clear priorities.
What sets CX’s Inbox apart from traditional email systems is its ability to offer real-time insights. The Inbox integrates directly into the broader CX platform, giving TPAs a holistic view of all client interactions and related tasks. By centralizing this data, team members can see at a glance which tasks are outstanding, which client queries remain unanswered, and where follow-ups are needed.
Unlike tools that focus solely on task generation, CX’s Inbox offers a complete communications ecosystem that ties email content directly to actionable tasks, ensuring nothing is overlooked. Its seamless integration into TPA workflows enables a more proactive, streamlined approach to managing communications.
The pulse score feature also provides a quick snapshot of client health, based on communication frequency and sentiment. This ensures that TPAs can intervene early if client satisfaction begins to wane or if certain tasks are falling behind.
One of the most significant challenges TPAs face is ensuring team-wide visibility into client communications. With CX’s Inbox, all emails from a client are accessible to the entire team, allowing for seamless collaboration. For internal communications that don’t need to be shared with clients, messages can be tagged as internal, ensuring privacy while still allowing internal stakeholders to stay informed.
CX’s AI-powered Inbox is more than just an incremental upgrade or generative chatbot—it’s a transformative tool that enhances how TPAs handle client communications. By automating task generation, centralizing communications, and providing real-time insights, the platform future-proofs operations for a more demanding regulatory environment. The days of missing key client emails or scrambling to follow up on urgent tasks are over. With CX’s Inbox, TPAs can deliver a streamlined, high-touch client experience with ease.
Ready to revolutionize your client communications?
Schedule a demo with one of our CXperts today to experience the full power of our AI-powered Inbox.