2019 Year-End Review – Giving Back, Product Innovations and Organizational Excellence

We achieved strong business results in 2019.

Benefits and benefits technology continue to grow in complexity. Because, they have to. In order to meet the growing needs of today’s multi-generational workforce, benefits and the technologies that support, must innovate at lightning speed. That’s why our focus is on delighting our clients and their employees by providing them with SaaS solutions which continue to push the envelop and drive true value within their organizations. By investing in our intentional culture, we can innovate with intention and focus in 2020.

A few things to call out from 2019:

• We maintained our long-term client retention rate of approximately 95%.
• Sofia saved members 1.3 million minutes of wait time by answering their questions via chat or phone.
• Sofia took 78% of all chats in 2019, with 40% of those happening in the MyChoice™ Mobile App.
• Members showed an increased preference for mobile with a 45% increase in the number of AE enrollments on a mobile phone.
• We added 525 years of extensive benefits experience from key hires in 2019.
• We launched MyChoice™ Accounts, an industry-first, fully-integrated and API-enabled consumer accounts solution that allows our members the ability to manage all their accounts from one system, with one card and one app.
• To provide key and strategic integrations for supplemental benefits options, we launched our Pinnacle^SM Partner Program.
• Total Rewards was enhanced to better assist members in understanding their “hidden paycheck.”
• In order to provide a creative, empathetic way to offer the alternative workforce benefits, we launched our MyChoice™ Market solution which enabled our clients to offer simplified benefits access to previously ineligible employees.
• In 2019, Businessolver employees logged nearly 3,000 hours participating in philanthropic efforts.

For more details on our 2019 growth, read our full press release here.