IMPERIAL CHEMICAL INDUSTRIES (ICI)

As communications manager of ICI HR Shared Services, I communicated with 10,000 North American employees in the U.S., Canada, and Puerto Rico. I was tasked with explaining a new health plan and decreasing manual enrollments, so the call center wouldn't be flooded with last minute calls. To accomplish this:

1. I overhauled open enrollment materials to make benefits plans easier to understand and compare. 
2. I came up with an easy-to-understand analogy to explain the new health care plan and Health Savings Account. (See page 12.) 
3. I implemented an early enrollment incentive. 
4. The brochure covered anything and everything that might trigger a call to the call center – how to enroll without a computer, how to file a medical claim and more.

The result? ICI achieved 97% enrollment, surpassing the previous year by 5%., while reducing reducing call center volume by 200 calls a day.