Success Story | Hard Rock Cafe

Patty Downs of Hard Rock Cafe describes how Benefitfocus complements its flexible benefits enrollment and communication solution with excellent customer service to add value for the growing company.



Back in 1971, when we opened our first cafe in London, it was a restaurant. Now, Hard Rock Café is a brand. It's cafes. It's casinos. It's hotels. It's resorts. Not only do we have so many different locations, they're in so many different time zones. We're not at our desks to answer questions by the employees, from the employees all the time. Therefore, we had to find partners that can be an extension of who we are.
When we started to go through the thought process of, we need to get into this technology-based benefits arena, we started to request for proposal and we wanted to be able to design our own benefits site. Of course, Benefitfocus lets you do that. We don't want our data to be locked away and us be reliant on a company to make changes for us. Of course, Benefitfocus allows us to do that. There's lots of companies out there that do it. What we found was Benefitfocus offered the best value, with the most flexibility and the most partners that had extensions to our vendors already. Having an active enrollment with a brand-new Benefit tool, we were all nervous, but we knew that we were as prepared as we could be and that we weren't alone. Our account team and our implementation teams were helpful and very knowledgeable. As a matter of fact, we feel like we're like old friends, like we've worked together forever. When they told us that they were implementing other companies at the same time they were implementing Hard Rock, we were flabbergasted, because they acted as if we were the only client that they had. You get the feeling like you're their top priority, no matter what your question is.
It was very interesting this enrollment being able to have our little wheel on the administrator's view of how many people were eligible to enroll and see that wheel turn green through the enrollment, and who was enrolling in what plans. We changed our offering for the 2015 plan year. To be able to see the bar graph at the bottom of the screen going up in one area or the other, and knowing where we had to focus our attention was very helpful. The difference between the past and the future with data is that, the past, it was all the theory of what we thought was going to happen. With Benefitfocus, I know that we're going to have the tools and the data available to us to pinpoint costs and areas of opportunity whether it's in savings or the opportunity to offer additional benefits. And we've never been in that position before. I think a lot of companies tell you that they can do that, but what I see, from an administrator's point of view, is I can see the results daily. I don't have to wait until open enrollment or I don't have to wait for a quarterly meeting. I can pull that data daily, or I can see it happening on a very regular basis.