When implementing a new benefits administration (BenAdmin) platform, it’s easy to focus on the most obvious factors — cost, features, and usability. These are the points most brokers, HR teams, and senior leaders pay attention to. But one crucial aspect is often overlooked: the importance of partnering with the right vendor.
Failing to properly vet a vendor introduces significant risk. If the implementation process isn’t effective, efficient, and aligned with organizational goals, the results can be damaging. Employers and their benefits consultants may face costly missteps, wasted resources, and added administrative headaches — the very issues a new platform was supposed to solve.
A well-vetted vendor can make all the difference in ensuring a smooth rollout and long-term success. Here’s what to consider when evaluating a new BenAdmin solution.
Evaluate what the implementation process is like
Even the most advanced platform won’t be helpful if it’s not implemented properly. That’s why a detailed, structured implementation roadmap is essential before any work begins. A clear project plan enables your team to manage timelines, monitor progress, and avoid unnecessary roadblocks.
Don’t forget to ask how the vendor handles carrier coordination during implementation. Integration of Electronic Data Interchange (EDI) files is a critical part of a successful rollout. When vendors mishandle this step, HR teams must deliver enrollment data using time-consuming and less secure workarounds.
Client service
Strong client service can make or break a BenAdmin implementation. Ask prospective vendors how they structure support during the rollout. Will you have regular check-ins and clearly defined points of contact? Will a dedicated client success manager be assigned to your account?
A knowledgeable, consistent point of contact helps your team meet deadlines, resolve issues quickly, and feel supported. Once the platform is live, your client success manager continues to provide essential support — especially during open enrollment.
Unfortunately, many vendors fall short when it comes to service. Automated replies, long wait times, or no response at all are common experiences. But there are partners out there who prioritize support and deliver reliable guidance throughout implementation and beyond. With the right vendor, you don’t need to be a tech expert — they’ll provide the service and solutions your team needs.
For benefits consultants, this also means you don’t have to handle vetting alone. A good partner will conduct a thorough discovery process to recommend the best-fit solution for your client’s needs.
Implement and test new technology well before open enrollment
Testing the platform early is key to ensuring it performs as expected. A reliable vendor will recommend beginning implementation and testing soon after open enrollment ends — while the experience is still fresh and there’s time to make adjustments.
Though it may seem early, this timing allows HR teams to test new functionality with life events and new hires, and to build confidence with the system before the next enrollment season. It also gives the vendor ample time to ensure carrier integrations are functioning as expected.
Waiting until mid-year or just before open enrollment to implement new technology increases the risk of delays, miscommunication, and user frustration. Even best-in-class platforms require a learning curve, and that process shouldn’t happen during your busiest season.
Conclusion
Choosing a BenAdmin platform isn’t just about features and cost — it’s about the partner behind the technology. A structured implementation plan, dedicated client service, and early testing are all essential to a successful rollout.
By taking the time to thoroughly vet vendors and prioritize their implementation and support approach, employers and benefits consultants can avoid setbacks and ensure a smooth, successful transition to a new platform.
