Manufacturing Company Boosted Enrollment

Challenge

Like many HR professionals these days, Becky Pitzer, Director of HR at True Manufacturing, had to revolutionize her team and everything they do almost overnight in March 2020. In a manufacturing setting, she couldn’t just send everyone home with a laptop and do some “remote work” training. They needed to find ways to equip their more than 2,000-member team with PPE, maintain a safe working environment, become contact tracers, stay in touch with the local health departments (multiple departments with varying—sometimes conflicting—regulations), create their own regulations, get employees to comply with those regulations, source thermometers and carry on with the business. And that was on top of the regular duties that HR and benefits teams find on their plates on a given day. Sound familiar? In Pitzer’s words, “we needed something to take our benefits to the next level,” meaning, an engaging tool that provided education, support and a simple way to enroll.

Results

Simplified Enrollment Experience for Everyone

One of the first and most noticeable benefits Pitzer noticed was the lack of noise and confusion around annual enrollment (AE). One of the features that was appealing to her team was the simplicity of the enrollment system. Between the configurable layouts and the ability for employees to manage their benefits on the mobile app, Benefitsolver fit the bill to help them engage their workforce.

Even during their first enrollment cycle, employee engagement was up by 30% over True Manufacturing’s prior vendor. That number was especially exciting for a passive enrollment and fewer on-site opportunities for benefits meetings.

“We couldn’t have done that without Benefitsolver in place. We had nothing but rave reviews after this first AE. Our employees were very happy and complimentary of the product.”

Guided Benefits Decisions for Financial Wellness

The True team also saw a sizeable uptick in enrollment in voluntary benefits due to the MyChoice Recommendation Engine that guides employees through the process and helps them think through the value of the benefit, versus just the cost.

“It makes a lot of sense and follows the logic of the kind of decision-making process that we as benefits managers are hoping for. It’s how we like to train people to think about their benefits. Don’t just get that coverage because your parents had it or your neighbor said it was good—evaluate your need and weigh the cost. The recommendation engine does that,” Pitzer says.

Sofia Promoted to Full-Fledged Member of the True Team

Sofia took 97% of the incoming chats to the member service center for True Manufacturing during AE (October – December 2020), with an even mix between generations at 40% Generation X, 28% Baby Boomers and 30% Millennials. Of the chats she took, she resolved 97% —meaning the employee did not reach out for assistance again within seven days of their first question.

Additionally, Sofia resolved nearly half of True Manufacturing’s callers via touchtone assistance and 67% of callers with questions. Sofia’s assistance on nights and weekends came in handy as well, with 42% of all chats being completed after live member services hours. Those statistics represent a grand total of more than 750 chats and calls that Pitzer and her team didn’t have to field, which allowed them to focus on helping employees with more complicated benefits issues—not to mention manage an ongoing pandemic.

Partnering for the Future

Looking forward, True Manufacturing is excited to activate the text push notifications from the Benefitsolver system for the upcoming year to help them reach even more employees about upcoming events like biometric screenings, 401(k) sign ups and flu-shot clinics.