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Benefit Plan Administration: Cloud Compliance, Crystal-Clear Calls, and a Team Working From Anywhere

Benefit Plan Administration of Wisconsin migrates from a legacy Mitel PBX to RingCentral — meeting HIPAA and FINRA compliance requirements, enabling fully remote work, and replacing an encrypted-email fax workaround with a platform that just works.

The Challenge

Benefit Plan Administration needed a cloud communications platform that could support remote employees while meeting HIPAA and FINRA compliance requirements — and their legacy Mitel PBX couldn't do either.

The Solution

CTPros recommended and implemented RingCentral Office — providing HITRUST and FINRA-certified cloud communications with built-in secure faxing, improved call quality, and the advanced routing features BPA needed for a multi-office operation.

About Benefit Plan Administration of Wisconsin

Benefit Plan Administration of Wisconsin (BPA) plans, establishes, and maintains tax-qualified pension and health plans for multiemployer trust funds. Operating across four main offices in Wisconsin, BPA's work touches both financial services and healthcare — meaning HIPAA and FINRA compliance requirements apply to how their team communicates and handles sensitive client documents. Their staff regularly manages inbound calls from clients and processes sensitive claims and eligibility documents that require secure handling.

Call Quality Issues, a Pandemic, and Compliance That Couldn't Be Compromised

BPA had been increasingly frustrated with the call quality on their legacy Mitel PBX when COVID-19 accelerated the timeline entirely. Suddenly, the question wasn't just about improving call quality — it was about enabling a fully remote workforce while maintaining the HIPAA and FINRA compliance standards that govern how BPA handles client communications.

The compliance requirements added real complexity to the situation. Working from home meant employees needed to make and receive calls, send and receive faxes, and handle sensitive client documents securely — all from personal or home devices. Their existing approach to secure document handling involved encrypting PDFs and password-protecting emails, which was time-consuming and impractical at scale for a remote workforce.

BPA came to CTPros through a referral from an IT vendor, looking for a partner who could guide them to the right solution and handle the implementation.

RingCentral's Compliance Credentials Made the Decision Clear

Given BPA's dual compliance requirements — HIPAA for healthcare and FINRA for financial services — CTPros recommended RingCentral specifically for its HITRUST and FINRA certifications. The platform addressed the security requirements directly rather than requiring BPA to layer compliance controls on top of a system that wasn't built for them.

CTPros handled the full system configuration. RingCentral managed number porting and assisted with the initial deployment. CTPros provided personalized training sessions covering call routing, secure faxing, voicemail, and the features employees would use day-to-day working from home. All timelines were met throughout the process.

Remote-Ready, Compliant, and More Accountable Than Before

The transition to RingCentral gave BPA's team the ability to work from home without sacrificing call quality, compliance, or productivity. The platform's built-in secure faxing replaced the cumbersome encrypted PDF and password-protected email process — a genuine quality-of-life improvement for a team handling sensitive client documents daily. Calls route correctly across all four offices whether staff are on-site or remote.

The analytics were an unexpected benefit. BPA now has visibility into call volumes and calls per person — data that didn't exist before. That insight changed how the team operates.

The team has also identified RingCentral features they're planning to adopt going forward — video chat, messaging, and voice-to-text transcription — that weren't available or weren't accessible on the legacy Mitel system.

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