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Benefitfocus Delivered Exceptional Service and Support to Customers During the 2021 Open Enrollment Season

Benefitfocus, Inc., an industry-leading cloud-based benefits administration technology company that simplifies benefits administration for employers, health plans and brokers, announced that it received a 95% satisfaction rating for open enrollment this year. These results were driven by significant focus and investment in customer success by Benefitfocus as part of its commitment to service excellence.

Benefitfocus focused on three critical areas for measuring a successful open enrollment:

  • Open Enrollment Readiness: Ensuring that customers were prepared for an on-time start and could successfully execute their overall benefits strategy.
  • Data Exchange: Guaranteeing timely and accurate data exchange to ensure that benefit plan participants had an ID card in hand and could go to the doctor on January 1 without hassle.
  • Taking Care of People: Relieving stress for benefit teams by taking on administrative complexity and delivering personalized support for their benefit plan participants.

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“At Benefitfocus, we understand the importance of delivering an exceptional open enrollment experience for our customers through extensive preparation, accurate data exchange and thorough testing,” said Matt Levin, President and CEO at Benefitfocus. “The investments we made in our people and platform last year resulted in one of our most successful open enrollment seasons ever for our customers.”

In addition to completing nearly 19 million enrollments during the final four months of the year, Benefitfocus:

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  • Accomplished a 99% on-time start for employers and 100% on-time start for health plans.
  • Reached a 99% on-time enrollment eligibility and on-time payroll data delivery.
  • Provided a 58-second average speed of answer for participants needing additional support.
  • Saved thousands of customer hours for each of our customers by successfully resolving open enrollment emails, chats and phone calls received.

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“Our partnership with Benefitfocus has transformed our open enrollment process from one that was intimidating and all-consuming to one where everyone felt taken care of,” said Connie Ratcliff, Benefits Administrator for Purdue University. “The platform and Customer Success team ensured our employees could make the most of their benefits while relieving stress and extending the capacity of my HR and benefits administration team.”

In 2021, Benefitfocus made meaningful investments to expand its capabilities by addressing the customer needs related to vaccine mandates and surcharges, streamlining the employee enrollment flow and user interface, using technology and automation to improve the chat function and enhancing our ACA compliance competencies through the acquisition of Tango Health. The company also recruited top senior leadership talent charged with delivering the best customer success and support in the industry, including Suzanne Leary, Chief Customer Officer, Tim Sand, Senior Vice President of Customer Operations, Michael Broome, Vice President of Customer Success, and Karen Hinsdale, Senior Director of Program Management.

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[To share your insights with us, please write to sghosh@martechseries.com]

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