Winter 2012: Executive Message

By Ken Martino, President and CEO

Dear Friends,

In 2008, we commissioned an initial study to understand our clients’ perspective and identify areas in need of development. We listened, analyzed, took action and improved. Today, Broadspire is a leader in the TPA marketplace.

Recently, we partnered with an outside consulting firm to give us an unbiased view of our progress. The findings validated with numbers what we had learned from listening to our clients.

Category	2008	2011
Client Satisfaction	76% satisfied	93% satisfied
Client Loyalty	88%	93%
Clients felt knowledgeable of Broadspire’s services	66% felt knowledgable	88% felt knowledgable
Net Promoters	23%	53%

Our consultant contacted almost 100 different clients. Of the strengths cited by survey respondents, a majority indicated that Broadspire was “flexible, knowledgeable and very accommodating.” Ninety five percent of respondents were willing to refer other company risk managers to Broadspire.

Those surveyed saw us as an organization with high integrity and business ethics. This is a category where we are especially proud of our results.

Yet, the study also showed us where we need to focus our energies:

• Technology: In 2008, clients asked us to improve our technology and we have. Just this year, we released several new portals and mobile applications to give companies and claimants more access to their claim information. e-Triage and Risk Sciences Group’s Dmitri Suite also will help clients to realize new insights into their claims, costs and risk profile. Those surveyed still want more and we will deliver. We are continuing to enhance both our client facing technology as well as the systems used by our claim and clinical professionals.
• Analytics: “More analytics, benchmarking and data analysis” have now become clients’ number one request. We will offer clients more benchmarks to help measure their program. We are developing new scorecards that provide invaluable insight in specific industry sectors as well as client specific view into unprecedented levels of data. We have listened and we are delivering.
  
• A Consultative Approach: The feedback from the survey showed that clients want their account, claim and medical professionals to offer more “strategic thinking and planning.” We agree and we are finding new ways to bring each client meaningful information that can improve each risk management program.

We Are Listening
From stewardship meetings and file reviews, conversations and emails, we want to learn as much as possible from our clients. It is through day to day communications that we strive to understand your business and how we can better meet your needs. It is this feedback that will help us to continue improving our products and services.

Through our consistent communication, we gain an in-depth understanding of your challenges and are positioned to create innovative strategies including:

• Adding Cognitive Behavior Therapy to The BOLDSM Network
• The launch of the Broadspire My Claim, so employees can review and interact with our staff
• Upgrades to our Pharmacy Formulary to include the new Texas Closed Formulary
• Industry Book of Business benchmarks

I will continue to let you know how we are evolving our company to be simply the best risk management partner in the industry. I thank all of you for your trust and continued support.

Regards,
Ken