Preferred Method of Communication

 Step 1: 

Validate if the member has declined to participate in SMS Text Messaging in the last three months by checking the Contact record in OneForce. 

• If date within last 3 months: Do not offer to opt in SMS messaging 
• If date more than 3 moths: Offer to opt into SMS messaging 

Note: Benefit Counselors will receive a pop up when they should ask the customer if they would like to opt in to SMS messages or provide a preferred email address. 

 
 Note: Opt-Out Date used for tracking as the customer can only opt in after 6 hours of opting out. 

 
 You can also see the Opt-In/Out Date under your disposition screen. 

Step 2: 

If the member agrees to SMS Text Messaging, use the drop down in Preferred Method of Communication to select the correct option, read the Consent Language that appears in the pop up and select 'OK'. 
 
Read Consent Language: 
 
"Would you like to receive automated texts from Mercer at the telephone number(s) you provide Mercer regarding your policy, account, benefits, relationship with Mercer, and other products or services offered through Mercer and/or your employer or sponsoring organization? Consent is not a condition of any purchase or to obtain a quote. A yes response shall constitute your electronic signature. If you wish to withdraw your consent in the future, you can reply STOP to any text message or contact Mercer at [855-963-7237 OR client phone number]" 
 
SPANISH: 
 
¿Le gustaría recibir mensajes de texto automáticos de Mercer en los números de teléfono que le ha proporcionado a Mercer con respecto a su póliza, su cuenta, sus beneficios, relación con Mercer y otros productos o servicios ofrecidos a través de Mercer y / o su empleador u organización patrocinadora? El consentimiento no es una condición de ninguna compra ni para obtener una cotización. Una respuesta afirmativa constituirá su firma electrónica. Si desea retirar su consentimiento en el futuro, puede responder STOP a cualquier mensaje de texto o comunicarse con Mercer al [855-963-7237 O al número de teléfono del cliente] " 
 
Do you provide consent as Idescribed? If so, please answer “Yes.” 
 
If Yes, proceed below. 
If No, advise you cannot set up SMS messaging at this time. 

Step 3: 

Fill in the phone number including area code in the SMS Opt-In Phone Number field and make sure the Preferred Method of Communication is flipped to SMS or Both (Both can be selected if they would also like to receive Emails). 

Step 4: 

The status will now be reflected on their contact record. 

SMS Opt Out 

Note: SMS Messaging will not apply to Group Retiree. 

The customer may call Mercer to cancel at any time by calling the designated number for their employer. Customers can opt out using self service in the IVR if their communication preference has not been confirmed for 90 days. If a Benefit Counselor is asked to stop SMS messages, update the customer's SMS preference to Opt Out by following steps below. 

Step 1: 

Select the appropriate disposition based on the conversation with the member. 

Step 2: 

Use the drop down to select the appropriate option and verify the Preferred Method of Communication has been updated to None or Email (if member wants to continue receiving Emails). 

 
Note: The phone number will still be retained in the SMS Text Message Phone Number field, but the field will no longer be editable. SMS messages will cease at this time. 
 
The member will not be able to opt back in for SMS Text Messaging for 6 hours. This is to prevent unwanted messages from going out to the member. If you attempt to opt someone back in before the 6 hours expire, you will receive a pop up to complete at a later time. 

90-Day Opt-Out Period Renewal 

If the employee opts-out of SMS, the BC is not to ask if they wish to opt-in to SMS for 90 days. After 90 days, an alert is generated to the BC that the 90-day period of declining SMS has expired. This alert will appear when the employee calls. 

If the employee agrees to opt-in for text alerts, the BC can update the SMS Information to opt-in. If the customer declines again, complete the disposition and retain the opt-out choice. The record and date of the new 90-day opt-out record will appear in the OneForce Contact Details. 

Other Ways To Opt Out

Additionally, the customer can opt out through: 

• Self Service through the IVR 
• Sending STOP or HELP in response to an SMS message 
• Mailing written request to: 
• Active (MMP): Mercer Marketplace - PO Box 14501 - Des Moines, IA 50306-3501 
• Retiree (MMxR): Mercer Marketplace 365+ Retiree - PO Box 14401 - Des Moines, IA 50306-3401 
• EB: Mercer - PO Box 9122, Des Moines, IA 50306 
• GUL: Mercer Health & Benefits Administration, LLC - GUL - PO Box 77118, Minneapolis, MN 55480-7702 
• PL: Mercer Health & Benefits Administration, LLC - PO Box 10414, Des Moines, IA 50306 Attn: GT6 
• Fax request to: 
• Active (MMP): 515-365-4364 
• Retiree (MMxR): 857-362-2999 
• EB: 515-365-1520 
• PL: 515-365-1444 
• Chat