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Case Study > NFP

Offering a Diverse Portfolio and a Superior Client Experience

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More and more health brokers are offering human capital management (HCM) services, including payroll, to help solve clients’ workforce challenges. According to our recent survey of health insurance brokers, 17 percent currently offer their clients HCM solutions and another 13 percent plan to in the next 1-2 years. Doing so sets them apart from competitors and helps strengthen client relationships.

NFP, a group benefits broker serving the small and mid-market segment is one of those brokers. Since 2013, NFP has been working with isolved to provide payroll services to their clients, along with benefit services, specifically COBRA, FSA, HSA and POP Plans.

The ability to offer a diverse portfolio has positively impacted NFP’s book of business. When asked how they see their partnership growing with isolved, Adonica D. Whelton, Senior Account Executive at NFP, said “I would love to move more payroll over and use the Ease connection.” Ease gives brokers the ability to easily offer and manage a comprehensive set of products that integrate, allowing for seamless synchronization.

The Value of Customer Service

Offering the right mix of products and services is important but falls flat if the customer experience is poor. Customer service had been a concern with their previous provider. Now, with isolved Benefit Services, Whelton’s clients receive personalized support from a designated point of contact who specializes in the services. “My clients actually have a human they can speak directly with on important issues. They receive fast resolution to problems and use a great online system.”

In addition to the “ease of the system,” Whelton says her clients appreciate that the “annual renewal and set up rates are lower than the competition.”

A Partner Brokers Can Trust

When asked to share a success story that wouldn’t have been possible without isolved Benefit Services, Whelton reflects on a time when they received an Agent of Record on a group renewing within a two-week period. They discovered that they didn’t have a POP Plan or COBRA in place. Whelton’s Broker Success Manager was able to assist in getting them set up and running by the renewal date. “The isolved team is amazing to work with. They try to accommodate our fast turns arounds.”

For Whelton, the greatest benefit of partnering with isolved can be summed up in one word—trust. “With isolved, we can trust what we propose to a client.”

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