Case Study: a software client achieves superior benefits administration with Benefitfocus

Software Client earns 9/10 OE satisfaction with Benefitfocus

A software industry client with over 2,400 U.S. employees faced the challenge of managing comprehensive benefits administration, especially for a remote-first workforce undergoing mergers and acquisitions. In 2017, they evaluated their general HCM software provider but sought a higher level of support and customization. They chose Benefitfocus for its end-to-end benefits administration solution to gain needed features like a contact center, billing, and compliance services.

Benefitfocus implemented its Benefitplace platform for administration, eligibility, and enrollment, along with ACA Compliance, COBRA Administration, and Health Insights analytics. This solution provided dedicated support and customization, leading to high satisfaction. The results include the client staying with Benefitfocus for over eight years, awarding a 9 out of 10 Net Promoter Score in 2024, and giving a 9 out of 10 open enrollment satisfaction score for both the 2024 and 2025 plan years.