Sponsored Content byMaestro Health

Open enrollment season is upon us. It’s busy. It’s exciting. Andfor many people, it’s a real headache. After all, this is theseason when you’re swamped – providing plan designs, negotiatingpremiums and offering expert guidance. Your clients are drowning inpaperwork and can’t catch their breath because they’re dealing withendless employee questions. In fact, employees are so confused theysometimes just choose a plan by asking what their cubicle neighborpicked. (Seriously, I know too many people who do this.) But, neverfear. Where there is chaos, there is opportunity.

Customers are smarter than ever.

And they’re paying more attention than ever to the level ofcustomer service you’re providing. That’s why marketers are soconcerned with the concept of the “user experience” – a buzzwordthat’s making everybody nervous about connecting with customers.Truth is: It’s a real game-changer when it comes to increasingsales and keeping customers loyal. This approach doesn’t excludethose of us in the B2B space. In fact, in a 2015 Accenture study,ninety percent of B2B execs expressed theirintention to maintain or increase their spending on customerexperience. (How often do you see 90 percent of people agreeing onanything, especially when it comes to health care?)

So many experiences, so little time…

The problem many companies run into when trying to provide anideal user experience, however, is the availability of resources.This is an even bigger pain point for benefits brokers becausethere’s so many unique customer experiences to be had along thebenefits journey. Executives are concerned about ROI andengagement. HR professionals are looking for a smooth enrollmentexperience for both them and their employees. Employees just want asimple way to choose benefits that fit their needs and budget.

The tech solution.

This is where partnering with a streamlined, tech solution comesin to play. In fact, many brokers are choosing to turn to technology to help their clients automate and simplifyexperiences, especially during the chaotic open enrollment season.In fact, a survey conducted by Maestro Health™in 2015 found that 53 percent of brokers agreed that success istied to innovation through technology solutions.

The right tech partnership helps ease all customer experiences.The lower costs and increased HR productivity is a much neededrelief for executives. The administrative workload is lightened andthe data analytics are increased for HR professionals. A sense ofsecurity is felt when employees select and manage theirbenefits.

Looking beyond the open enrollmentexperience.

Today there’s really no shortage of tech vendors looking topartner with brokers. Of course, not all vendors are created equal.Some offer a benefits marketplace/private exchange that is solelydevoted to open enrollment season, offering zero support during theremaining 364 days of the year. If you’re looking to enhance theentire user experience, this simply won’t cut it. In that same 2015Accenture study, they spoke with a number of customer experienceleaders. Of these leaders, six out of 10 agreed on the importanceof the service provided post-sale and throughout the customerlifecycle.

The ideal tech partner understands that the other 364 days ofthe year are just as important as the day someone enrolls in aplan. To ensure the optimal customer experience, it’s key to ensurethey have access to:

• • Licensed call centers and live chat –Handles employee questions & provides HR work loadrelief
  • Dedicated relationship managers –Takes the burden off of you & provides a supportiveexperience for HR professionals
  • Compliance guidance – Ensures HRprofessionals are provided with ACA support
  • Year-round portal – Provides HRprofessionals & employees with valuable tools andinformation.
  • People who actually care –Guarantees that benefits are people-friendly

Best. Experience. Ever.

Becoming an early adopter of the right tech solutions will notonly help lessen the universal migraine that is currently openenrollment, it will help you reach new clients and drivecommissions.