Benefit Programs Administration (BPA) offers union members welfare, health and Taft-Hartley Retirement Benefits in accordance with Trust Fund and Collective Bargaining Agreements. The service provider delivers a full overview of employee and employer contributions. In order to reduce the strain on call center resources and to provide better customer service, BPA wanted to find a solution that would enable customers to have 24/7, self-serve access to information, such as eligibility for benefits and claims information. Traditionally, inquiries could only be answered by call center staff, which was time-consuming as 20 different screens of information had to be consulted to answer customer’s questions. That’s where GT Software came in. CLIENT Benefit Programs Administration (

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