Founded in 1987, Discovery Benefits is one of the nation’s largest privately held third-party administrators of consumer-driven health benefits, with customers in all 50 states. A big driver of their success is their willingness to make the necessary long-term investments to deliver a great customer experience. Early on, Discovery Benefits recognized the importance of transitioning its books of business online to maintain its commitment to providing innovative solutions and extraordinary customer service.
In 2014, Discovery Benefits launched an integration with Employee Navigator, one of the nation’s leading benefits and HR platforms. From Day 1, both companies were focused on developing a reliable integration that was reinforced by quality customer support. It is that shared commitment to focus on both a strong technical and service-oriented integration that has helped Discovery Benefits become one of Employee Navigators largest integration partners over the past four years. “We need to be where our customers are, and that has meant working with Employee Navigator,” said Reed Stock, Discovery Benefits vice president of partner strategy. “We understand the importance of investing in deep integrations with the partners that our brokers utilize.”
The integration has been an important part of Discovery Benefits’ growth strategy to help maintain its position as a leading third-party administrator. That strategy, combined with its commitment to improve the customer experience, has opened new doors for Discovery Benefits. “We’ve seen an increase in average size of the customers choosing to use the integration for COBRA and reimbursement account administration,” Stock said. “As brokers have become more comfortable, they’ve begun to put their trust in us and recommend it to their larger customers.”
Discovery Benefits has since developed a dedicated customer service team to complement the integration and support brokers who are increasingly relying on it for a larger segment of their book of business. In addition to enhancing their service model with major technology investments, Discovery Benefits revamped its implementation and renewal processes in 2017 to further simplify administration. These enhancements benefit everyone since, as the broker becomes more comfortable with the integration, they’re going to bring us more customers. In return, Employee Navigator and Discovery Benefits will continue to invest in improving both the technical and non-technical aspects of the partnership saving brokers and their customers’ time and money.
Download a PDF version of this case study HERE