Top Takeaways from Benefitfocus Open Enrollment Success Week 2018

Top 5 Takeaways from Benefitfocus OE Success Week 2018

Innovation is a team effort here at Benefitfocus. That's never clearer than during our annual Open Enrollment (OE) Success Week event, when Benefitfocus associates from all over the country come together at our Charleston, S.C., headquarters campus to celebrate the previous year's achievements and look forward to the upcoming open enrollment season.

We just wrapped up OE Success Week 2018, and it was chock-full of things to get excited about as we prepare to help our customers execute their best open enrollment yet. So I thought I'd share some of the key themes that emerged as top takeaways from the week.

1. Customer Service: Empowering Everyone to "Own It"

Throughout OE Success Week 2018, there were many instructor-led sessions for all associates to attend in order to learn more about our data integration, process improvements, and becoming more comfortable with project management. It was all reflective of the Benefitfocus key value, "Own It." Taking ownership of our roles and providing our best service to all of our customers is a point of pride here at Benefitfocus. We believe that to empower our customers, we must first empower ourselves to take the lead when we can and provide the necessary support to keep Benefitfocus at the top of its game. Our Customer Success Organization is committed to helping all team members feel confident enough to step in and take ownership of a necessary task, whatever that task may be.

2. The Importance of Continuing Education

Benefitfocus CEO Ray August shared with us one of his favorite quotes from American philosopher Eric Hoffer:

In times of change, learners inherit the earth, while the learned find themselves beautifully equipped to deal with a world that no longer exists.

Ray is passionate about being a "learner" and not a "knower," and that's something that everyone at Benefitfocus has taken on as an aspiration. We have many subject matter experts in their respective fields, but by acknowledging that there are still multiple ways to enhance our processes and shift our perspective, we can create endless opportunities to make our customers more successful.

One of the sessions I really enjoyed this week was about taking on projects with little experience managing them. This was a helpful look into the value gained from the learning process of taking on a new challenge. With a mindset geared towards continuing education and thirsting for fresh experiences, Benefitfocus associates are positioned to consistently deliver exceptional products and services to our customers.

3. Simplifying Benefits Complexity on a Massive Scale

State institutions face significant complexity when it comes to employee benefits management. The size, job diversity and presence of labor unions in state government require the ability to enforce many business rules for benefit eligibility, exchange an enormous amount of enrollment data accurately and on time, and communicate clearly and efficiently on a mass scale.

Not only has Benefitfocus demonstrated leadership in each of these areas through our flagship benefits enrollment and administration software, we've also provided value to state institutions with additional products and services. For instance, one state government was recently able to save $3.6 million for taxpayers after Benefitfocus completed a successful dependent eligibility audit for its health plan. And this coming fall, the state will roll out advanced mobile app enrollment option for all of its employees and retirees.

4. Providing Greater Benefits Choice & Access

Throughout OE Success Week, Ray discussed the recent introduction of Benefitfocus BENEFITSPLACE™. This all-new solution connects employers, their brokers and insurance carriers on a single platform to provide greater choice and protection for consumers and their families. 

BenefitsPlace is meant to empower each of our primary stakeholders to maximize the value of the Benefitfocus Platform:

  • Consumers get access to a complete set of innovative, industry leading benefit products for every aspect of their well-being within a user-friendly, insight-driven shopping experience. 
  • Employers can design a benefits package with industry-leading products that give employees peace of mind that they're in control of their physical, financial and emotional well-being.
  • Brokers & Consultants work with BenefitsPlace advisors to optimize their clients' benefits strategy with high-quality products, tailored communication and a world-class enrollment experience that showcases the value they're providing to employees.
  • Carriers can offer products within a seamless shopping experience to more than 20 million consumers. With proven integration standards and automated data exchange, BenefitsPlace products can be implemented more quickly and accurately.

Learn more about how BenefitsPlace enables a holistic approach to benefits in this on-demand webinar.

5. Delivering World-Class Benefits Data

World-class data was another major theme during OE Success Week. Benefitfocus engineers work with our Customer Success Organization extensively to find better ways to ensure that we're optimizing data security, quality, accuracy and timeliness for our customers.

Not only does this commitment mean that our customers can rest easy knowing their data is safe, but it also empowers them to get the most out of their data. Through the data-driven insights available through innovative solutions like BENEFITFOCUS® Core & Advanced Analytics and industry-leading research like The State of Employee Benefits, customers can get the information they need to make better decisions that translate to better lives for the people they serve.

Ready for Our Best OE Yet

As you can see, we've got a lot going on here at Benefitfocus! Our leadership team is committed to providing associates with the tools and resources they need to thrive in their roles and help our customers thrive, in turn. OE Success Week is just part of that commitment. There's a lot more planning to be done for the upcoming open enrollment season, and I'm confident that our associates will be more ready than ever to make sure that it's the best one yet!

Learn more about how Benefitfocus' Customer Success Organization helps customers maximize the value of their technology investment; check out this video customer success story featuring KLX.