From the CEO

The integrated out-source model

The LPI sector is a highly competitive and fast-evolving environment. Companies are driven by the need to expand product offering, bolster existing services, increase speed to market, improve operational efficiency, cut administration costs and ultimately enhance the customer experience – and as a TPA provider we must be able to support that drive.

At Kane LPI, we recognise that such an environment requires us to provide a full service model, delivering end-to-end solutions that cover everything from new business support, to plan holder services, to reporting both internally and externally. Further, we must embed infrastructure and system flexibility into every aspect of our delivery process to support the constantly developing needs of our clients.

This flexibility is critical, as the outsourcing model is no longer built around the ‘all or nothing’ approach of recent years, but rather is increasingly founded on a ‘needs-based’ approach. This reflects a heightened desire by clients to retain control over their core services while working with their TPA provider in a strategic advisory capacity to establish a joined-up administration function to help optimize their central business functions.

John Uprichard-Kane“We must embed infrastructure and system flexibility into every aspect of our delivery process to support the constantly developing needs of our clients”

This in our view is bringing about a fundamental and highly beneficial shift in the TPA provider/client relationship. The hybrid nature of our service delivery model demands a much more integrated approach at all levels and a greater ability to adapt to ensure that not only are our systems aligned, but also our business cultures.

It also demands a much greater reliance on technology-driven solutions. The evolving end customer operates in an ‘Amazon-like’ state of expectation, demanding instant response and self-service capabilities from their product providers. Web-based client platforms facilitate greater product development, improve access to new sectors and regions, reduce entry costs and help deliver a seamless experience from source to end-user.

For Kane LPI, the need to ensure we can deliver solutions which allow our clients to accelerate product implementation, while shortening new business cycle times and driving optimized administration costs is paramount to our clients’ success. Collaboration is key if we are to become a fully integrated component of our clients’ service delivery process, and we must work in unison to guarantee complete customer satisfaction.

 

John Uprichard, Chief Executive Officer, Kane LPI Solutions

E john.uprichard@kane-group.com