Case Study: California Schools Employee Benefits Association achieves streamlined open enrollment and a +71 NPS with Benefitfocus

Effective Communications and Attentive Service Partnership

California Schools Employee Benefits Association (CSEBA), which serves more than 26,000 school employees, needed a more effective way to communicate benefit options and boost member engagement during open enrollment. Faced with the challenge of educating a large, dispersed membership and improving the overall employee benefits experience, CSEBA sought a partner to streamline communications and simplify the enrollment journey.

Since partnering with Benefitfocus in 2018, CSEBA used automated communications to deliver 20,000 targeted messages, saw over half of members adopt the mobile app, and relied on an attentive Customer Success Manager to resolve issues quickly. The result was a smoother, more streamlined open enrollment, a +71 NPS for the 2021 OE (a 46% year‑over‑year improvement), and higher member satisfaction and engagement.

California Schools Employee Benefits Association

Javier Gonzales

Chief Executive Officer