Manufacturing Company: Returns to Benefitfocus for Flexible Employee Benefits Support

Our manufacturing client experienced several challenges that led them to look for a new benefits administration solution:

• Service and Accountability Issues: There was frequent account management turnover and a lack of accountability, resulting in service issues that took weeks to resolve.
• Reporting Limitations: The company experienced data integrity problems and limited reporting capabilities, which hindered their ability to manage benefits effectively.
• Limited Computer Access: Not all employees had access to computers, making mobile and phone-based access to benefits essential.
• Integration Gaps: The lack of seamless integration with payroll and other benefits carriers created additional administrative burdens.
• Additional Costs: They faced unexpected charges for minor changes, leading to frustration and budget inefficiencies.
• Poor Employee Experience: Employees had little control over the enrollment process, and a critical incident—an invalid reminder to enroll notification—caused confusion and high call volumes during open enrollment.

The manufacturing client chose to return to Benefitfocus, prioritizing a flexible experience for their employees and support for their HR team. They received a designated support team, control over the system design, single sign-on (SSO) and mobile access, robust integrations and comprehensive reporting capabilities. 

Products and Services Used

• Benefitplace™ (Benefits administration, eligibility and enrollment)
• Mobile App
• ACA Compliance
• COBRA Administration
• Employee Benefits Contact Center
• Targeted Messaging

The partnership with Benefitfocus has yielded improvements for our client.  

• Smooth Implementation: The transition back to the original vendor was efficient, with clear communication and rapid issue resolution. The Benefitfocus team proactively managed the process, quickly resolving any issues and ensuring a seamless transition.
• Enhanced Employee Experience: Employees found it easy to access information, use the mobile app, and contact the service center, leading to greater confidence in their benefits decisions.
• Streamlined Integration: The client benefited from more comprehensive administrative capabilities and streamlined integration with their HCM / payroll system.
• Robust Administrative Capabilities:  The client received more control over the benefits experience, had support across the administrative tasks and received the reporting they were missing from their previous solution.