White-glove service (Total Client Happiness™)
We knew our account-management and member-support services were good, but we didn’t think they were a differentiator until the nation’s leading brokers and consultants told us more about industry norms. We don’t serve 2,000+ clients that we can barely remember the names of. We partner with every single one of our clients and have made Total Client Happiness (TCH) our highest priority since the day we opened our doors in 2007. And, in fact, more than half of our total staff operates within the “Customer Success” department (home to our Client-Happiness and Member-Happiness Teams), whereas most vendors are more-heavily loaded in Sales and Marketing.
So, what does TCH mean to us?
For our individual members, TCH means quick-and-thorough service with a smile (emoticons encouraged). And with first-response times more than four times faster than industry average, and a 98% satisfaction rating on support tickets, we can confidently say our members enjoy TCH on a daily basis.
For our employer clients, TCH means meticulous attention to detail, proactive consultation, and unyielding strategic support. ”Maintaining” your wellness program isn’t nearly good enough – we pride ourselves on delivering anticipatory, consultative service to minimize your burden in employing a robust wellbeing strategy. Your job is already complex, and you’re already plenty busy. Our job is to energize the program and maximize engagement for years on end, and the only way to do that is with top-notch, white-glove service that’s delivered by creative, nurturing problem-solvers.