Our motto is Tech with Heart. Wholeheartedly, we believe that every claim number and phone call represents a real human being. That is why our Member Services team spends each day making an impact for your workforce.
Businessolver’s in-house Service Center offers comprehensive support to reduce the burden on our client’s administrators and provide personalized service to their most valuable asset: the employees.
The Businessolver Difference
BETTER TOGETHER
Proactively Serving our Clients
Longstanding Consistent Leadership
Commitment to Keeping Your Data Safe
Commitment to Excellence
Driven by Continued Innovation & Intelligence
An Empathetic Approach to Technology
An Intentional Culture of Client & Employee Delight
Single-Source Platform
At Businessolver, we hold ourselves accountable for the following initiatives:
Dedication to ESG
Every line of data, every line of code in our technology represents a person, a person who deserves to be delighted. We create benefits solutions to serve your HR team and ultimately your employees. It’s technology powered by people; and that’s tech with heart.
An Empathetic Approach to Technology
Businessolver’s dedication to innovation and intelligence comes from a willingness to invest in new ideas that will define the future of the benefits space. Using our empathy-driven design, artificial intelligence (AI), and machine learning, our clients and their workforce have a transformational experience. As AI continues to make an impact in the HR industry, Businessolver is at the forefront of innovation within the benefits landscape.
Driven by Continued Innovation & Intelligence
When it comes to operations excellence, we’re our own best critic. We understand that how we deliver services has a real impact on your business and your people. We don’t take that responsibility lightly. In fact, it’s what drives us.
Businessolver is the first benefits administration provider to engage in the Baldrige National Performance Excellence program, a rigorous exercise that provides organizational assessment tools and criteria for continuous improvement of key business processes across Businessolver.
With a 95% average client retention rate and 99% system uptime to prove it, we’d love for you to see what quality in action looks like.
Commitment to Excellence
Consistency is the key word. And the only word. Our leadership team is not new to this, in fact they have been leading our Businessolver purpose and vision since day one.
Longstanding Consistent Leadership
It’s not just about the technology! Our commitment to keeping our clients informed about the latest benefits trends, DEI practices, workplace cultural initiatives, and empathy data insights through our thought leadership allows them to remain on—top of their game at all times!
Proactively Serving our Clients
Employee health and benefit information is some of your most sensitive data, making benefits administration a compliance minefield. We’ve built a highly secure, SaaS benefits administration platform with multiple layers of physical and technical security measures. Because Benefitsolver is a single-source platform, we reduce unnecessary movement of data between systems, helping to eliminate overall risk. In addition to industry-standard security audits, Benefitsolver is HITRUST certified, the highest level of security certification available for our industry.
Commitment to Keeping Your Data Safe
With our rules-based, highly configurable, single-source solution, you and your employees have one platform to access all the electable and non-electable benefits and services available through you. The seamless integrations with other providers create an ease of use for your employees and give you the peace of mind that all the data is under one roof.
Single-Source Platform
Dedication to ESG
Businessolver has been building a strong, intentional culture for 25 years. It’s built on focus, mutual respect, a desire for excellence, accountability, and a passion for our work and team. We call it “The Businessolver Way.” We work hard, we play hard, we double-down to get it done. And we have a ton of fun in the process. They don’t call us Solvers for nothing.
An Intentional Culture of Client & Employee Delight
Environmental: Performing as a steward of nature
Social: Managing relationships with employees, suppliers,
customers & communities
Governance: Governing and managing processes
Member Services
Learn about Sofia
Advocate Engagement
Member Services Success
Products
Solutions
Resources
About
Careers
Contact
Terms of Use | Privacy Policy | © 2023 Businessolver
Learn more
Dedicated toll-free number for employees
Live chat capabilities within Benefitsolver
Employee support for password resets, navigation questions, benefit questions, and enrollment support
Employee support for questions related to COBRA administration or dependent verification (if applicable)
Administrator access to recorded calls and live chats at any time
Comprehensive training and monitoring program for Benefit Specialists, including client-specific training and cultural training
Our goal is to support employees in ways that are meaningful and authentic. Unlike the typical call center, we know that our client’s employees are more than just a string of data in our system; they are real people. Businessolver mirrors the HR Department’s unique goals and fulfills their wishes for having a bigger staff — without needing to hire anyone.
Services include:
Improved Engagement
The first step in creating exceptional employee service is cultivating a culture of kindness with those who do the serving. Engaged employees are more likely to feel supported and able to complete their responsibilities when they feel valued.
Greater Diversity in Hires
of our member advocates say they feel productive working remotely
90%
Our employee retention rate within our member services team is close to 85%, much higher than most traditional “call centers.”
85%
Quality Score
89%
Before
Workspace Anywhere
Customer Surveys
3.72 out of 5
Customer Surveys
4.46 out of 5
After
Workspace Anywhere
Quality Score
97%
of all incoming calls during our busiest season were resolved without needing to talk to a human—ensuring we are providing the fastest route to resolution for the employee in need.
30%
We route people by anticipating their intent in our phone system, and provide them an opportunity to act online, through the MyChoice® Mobile App or our AI benefits assistant, Sofia™.
During annual enrollment, call volumes increased as forecasted, and Sofia helped cover all that extra volume, plus some.
Sofia interacted with 39% of all incoming phone calls
39%
Sofia took as much as 90% of the chat volume.
90%
My Pulse
Yellow
Red
Green
Blue
Pre-Workspace Anywhere - 2019
Post-Workspace Anywhere - 2022
Results YOY 2019 vs 2022
33%
7%
5%
54%
49%
4%
47%
White (not Hispanic or Latino)
Black or African American (not Hispanic)
Hispanic or Latino
Asian (not Hispanic or Latino)
Two or More Races (not Hispanic or Latino)
Decline to Answer
Employee Entered Ethnicity
Post-Workspace Anywhere - 2022
Pre-Workspace Anywhere - 2020
2023 Results
Member Survey Quality Scores
4.25 out of 5
Needs Improvement
Good
Great
Excellent
-100 - 0
0 - 30
30-70
70-100
72.42
NPS Score
Q4 2024
95%
of our member advocates say they feel productive working remotely.
85%
Our employee retention rate within our member services team is close to 85%, much higher than most traditional “call centers.”
1.82
was our average speed to answer calls during AE peak; and less than 30 seconds year-round.
minutes
17%
During annual enrollment call volume was 17% less than last year, yet the population within Benefitsolver increased 11%.
less
36%
of all incoming calls during our busiest season were resolved without needing to talk to a human—ensuring we are providing the fastest route to resolution for the employee in need.
We route people by anticipating their intent in our phone system, and provide them an opportunity to act online, through the MyChoice® Mobile App or our AI benefits assistant, Sofia™.
59%
more members engaging with Sofia over the phones, even though the number of incoming calls decreased.
52%
of calls a member selected Sofia’s predictive prompt when it was offered to them.
94%
increase in the number of calls Sofia supported during AE 2023.
Top Call Case Dispositions:
• General Information: 30%
• Consumer Accounts: 17%
• Enrollment: 13%
• COBRA: 8%
• Verification: 7%
• Technical: 5%
• Direct Bill: 5%
• Retiree: 5%
• Carrier/Vendor: 5%
• Payroll: 2%
• Appeal: 1%
• All others >1%
