the art of building a customer community

© 2015 Benefi+ocus.com, Inc. All Rights Reserved © 2015 Benefi+ocus.com, Inc. All Rights Reserved

Forward-‐Looking Statement This presentaGon may include forward-‐looking statements related to the future business and financial performance of Benefi+ocus and future events or developments involving Benefi+ocus. These statements may be idenGfied by words such as “expects,” “looks forward to,” “anGcipates,” “intends,” “plans,” “believes,” “seeks,” “esGmates,” “may,” “might,” “will,” “could,” “would,” “should,” “targets,” “projects” or words of similar meaning. Forward-‐looking statements can involve a number of risks and uncertainGes that could cause actual results to differ materially from those explicit or implicit in the forward-‐looking statements, including fluctuaGons in those results, general economic risks, management of growth, the need to innovate and deliver useful products and services, our ability to compete effecGvely, reliance on key personnel, privacy, security, regulatory changes, and other risks associated with our business as set forth from Gme to Gme in our filings with the SEC. Some of the products and/or product features discussed in this presentaGon may be works in progress and not yet generally available for sale. Benefi+ocus assumes no obligaGon and does not intend to update any forward-‐looking statements.


Learning Phase 1 Aspira/ons Bridge Gap 2

3


Measuring and Driving Customer SaGsfacGon

SeVng and MeeGng ExpectaGons

AnGcipaGng and OpGmizing Capacity

CreaGng Excellence in Service Delivery

ProacGvely Extending our Architecture and Technology

Focus Areas


Customers at the Heart

Measure & Drive Customer Sa/sfac/on

Proac/vely Drive

Innova/on

Deliver World-‐Class Services

Accelerate Capacity

Ignite the Power of

Community


Measure & Drive Customer Sa/sfac/on


Measurement


74% Response Rate


Data Quality

Data Management Events occurring within our Pla3orms


BENEFITFOCUS INBOUND OUTBOUND


35% 1.7B TransacGons

2014 Growth


Intense Focus



People Process AutomaGon

• Single Contact • Global 24/7 • Quality Council • Validators

• Requirements • DocumentaGon • TesGng • Measurement

• ValidaGon • ReporGng • Tools • Vista Upgrade

2015 IniGaGves



Partnering to Improve Data Quality How would you rate the overall quality of your file?

Great: Loaded with no errors or excepGons

Poor: Loaded with a large number of errors

Good: Loaded with minimal excepGons

Okay: Loaded with minor excepGons & errors

Bad: Would not load


Accelerate Capacity


Move to data driven intui/on

Drive communica/on and clarity

Empower singular

accountability

Eliminate silos and

incorporate global

resources

Blend leadership talent

Op/mize organiza/onal

capacity

Organiza/on Goals


Accelerate Capacity


Delivery Open

Business Opera/ons Chris Scarth

Produc/on Clarke Wallace

Product Strategy Annmarie Fini

R&D Jessica Brewer

Mo Trezies

Informa/on Technology Phil Bruns

Customer Development Jessica Brewer Rachel Downing

INFOSEC Brian Byrne

OperaGons

Account General Management

Kelle Barfield


Deliver World-‐Class Services


Methodology and Tools

World-‐Class Delivery


Delivery Assurance and Metrics

Career Paths & Training


Proac/vely Drive Innova/on


25M+ Members


Community Driven InnovaGon


25M+ Members

600+ Customers

1500+ Associates


Community Driven InnovaGon

25M+ Members

600+ Customers

1500+ Associates Ignite the

Power of Community

1500+ 600+ 25M+



1200+ New Features & Enhancements in 2014


One Place.365


Clarke Wallace


One Place. 365

New Level of CommunicaGons


Collabora/ve Data Driven Decisions


Mo Trezies


Your needs and goals impact our decisions and priori/es



One Place 365

Benefi+ocus Cloud

R&D Investment PrioriGes

Channel Mine

Feed Drive

How It Works



ConGnuous Feedback Loop Customers

One Place 365

R&D

Account Managers



DECISIONS & PRIORITIES PRODUCTION

PRODUCT STRATEGY/R&D

Case Tracking

Votes on Features

Data Exchange

Customer Health

Implementa/ons

Renewals 50%

30%

10% 10%

Roadmap

Customer Success

Performance

Core Systems

Real Time AnalyGcs

R&D

Product Strategy

Customer History

Customer Health on Tickets

Customer Single Sign On

Beneficocus Cloud

CUSTOMER

S

Enterprise Architecture

Transparency

Feedback

Need & Goals

Impact our decisions

ConGnuous Process AutomaGon


One Place.365


One Place.Local

Boston Chicago

Columbus New York

Orange County

San Francisco Washington, DC

More to come…


We’ll have much to celebrate…


Red Carpet Awards Event


Voted on by Customer Community

Administered through One Place.365


Industry Leadership

Product Innova/on

Technology Excellence

Best Process Automa/on

Outstanding Site Design

Community Leadership

Highest Member Engagement

Best of Show

Most Administra/ve Savings

Top New Feature

the art of building a customer community

Documents

rights reserved customers

rights reserved measuring

rights reserved benefitfocus

rights reserved measurement

rights reserved learning

forwardlooking statements

future events

management of growth