Overcoming the Top 5 Benefits Service Challenges
Navigating the world of employee benefits is no small feat for HR professionals. Ensuring their employees are receiving the best possible service and support from their benefits administration partner is critical to the well-being and satisfaction of their entire workforce.
Among the myriad of benefits service challenges faced by employees, five stand out the most:
- Accessibility Challenges: Reaching a service representative shouldn’t feel like a marathon. Yet, for many employees, inconvenient service center hours and prolonged hold times lead to frustration and delayed resolutions. This could force employees to seek direct support from their HR team.
- Inconsistency in Service: When service teams aren’t adequately trained, it leads to inconsistent and sometimes incorrect information reaching employees. This creates confusion and erodes trust. In the worst cases, employees make critical health and wealth decisions based on misleading information.
- Technological Hurdles: A clunky website interface and malfunctioning systems can turn simple tasks like password changes into a daunting ordeal. This hinders employees’ access to vital information and services.
- Impersonal Interactions: Employees need personalized, empathetic service. Feeling undervalued and unsupported negatively impacts engagement and productivity.
- Lack of Proactive Support: Without proactive guidance, employees are left to navigate complex benefits alone. This leads to confusion and underutilization of available benefits.
In the dynamic ecosystem of employee benefits, aligning with a strategic partner is not just an option – it’s a necessity. Benefits administration is a complex terrain with potential pitfalls that can disrupt the well-being of any workforce. A dedicated partner understands that swift responses, precise guidance, and prompt resolutions are paramount. When selecting a benefits administration partner, employers must consider the following criteria when it comes to service and support.
Response Time: Employers need a partner who can swiftly address questions and resolve issues to ensure employees get the support they need exactly when they need it.
Expertise: Benefits administration is intricate, with evolving regulations, varying plan designs, and industry-specific complexities. A partner with comprehensive expertise and a focus on service excellence can help HR and benefits leaders navigate hurdles and anticipate employee needs.
Customization: Every organization has a unique culture, goals, and workforce demographic. Creating personalized benefit experiences for employees is essential for meeting them where they are at work and in life.
Benefits play a key role in any organization’s ability to achieve its people-related goals, whether it be through building a positive workplace culture, better attracting and retaining talent, supporting diversity and inclusion, or improving employee health and wellness.
This means it’s critical that your benefits administration technology and service partner can deliver positive people and benefit experiences through its platform and service model.
Empyrean blends innovative technology with a service-first approach to empower your workforce, fostering a sense of ownership and control over their health and financial futures. Precision Benefits, our proprietary AI-powered decision support tool, provides employees with personalized recommendations and guidance based on their own health data.
Find out how Empyrean can help you overcome your benefits service challenges and any obstacle that stands in the way of the well-being of your workforce.