Performance Management and Talent Management Innovator Motivates Employees with WageWorks Health, Dependent Care, and Commuter Programs

WageWorks’ Renowned, End-to-End Benefits Management Platform Enables SuccessFactors’ Talent Enablement Team to Focus on HR Fundamentals. SuccessFactors is one of the country’s leading providers of performance and talent management software. Its solutions help organizations of every size and category realize their potential by effectively leveraging their talent pools.

“In the past, employees had to substantiate each and every expense,” explains Dickerson. “There was no auto-substantiation feature like the WageWorks card has, so I had a great deal of difficulty selling it to our employees. They really wanted the card, but as a technology-driven company, they had no enthusiasm for something so hard to use. In contrast, the WageWorks Health Care and Commuter Cards are hands down the best in the industry. You don’t need PINs to use them at the point of purchase, and you can get additional cards for family members. WageWorks’ cards include excellent auto-substantiation capabilities which means much less hassle, so it’s been a really great experience for our people.”

WageWorks’ state-of-the-art participant self-service Web site was another significant reason for switching to WageWorks.

“In the past, the Web-based user interfaces were non-intuitive and unfriendly, which was a turn-off for our employees,” says Dickerson. “With WageWorks, everything our employees need is just a mouse-click away. And they can access the participant Web site from home which is great because it enables them to more easily share WageWorks’ benefits with other family members. The best evidence of our employees’ satisfaction with the Web site is the fact that to date, we haven’t had a single paper-based enrollment. Every user has opted for online access and email communication. In the rare occurrence when they need to speak to someone, they can also quickly get a customer service rep on the line. This is a fast-moving organization and if we have our employees stuck on the phone getting passed from point A to point B, it’s lost productivity. With WageWorks, we never have that problem.”

The migration to WageWorks proved to be a simple process without any burden placed on the shoulders of the SuccessFactors’ team.

“I’m extremely pleased to say the implementation went very well,” says Dickerson. “The difference was night and day compared to our past experiences. And it was painless to migrate to WageWorks. The WageWorks team did the majority of the work and there were no hiccups or difficulties. We were able to seamlessly shift our employees’ funding elections from the old system to WageWorks and it was up and running in a matter of days.”

Top-Tier Customer Support a Key Selection Factor
The assurance of top-tier customer service for its Talent Enablement staff also played a major role in SuccessFactors’ decision to use WageWorks.

“That was the primary item on my list because I’m a single individual that supports 600 employees,” says Dickerson. “In the past, customer service was seriously lacking. It would literally take weeks to answer some of my questions, whereas WageWorks calls me back immediately. Also, FSAs in general are very popular here with significant participation rates. Therefore, when our employees are dissatisfied, I hear about it. This was a real motivator in switching to WageWorks. They brought in a huge team of people to talk to me and explain how things work. We also got a dedicated account manager, which wasn’t the case in the past. didn’t provide. The WageWorks references I spoke to confirmed the high level of customer support and satisfaction, so I felt confident going with the company.”

The migration to WageWorks proved to be a simple process without any burden placed on the shoulders of the SuccessFactors’ team.

“I’m extremely pleased to say the implementation went very well,” says Dickerson. “The difference was night and day compared to our past experiences. And it was painless to migrate to WageWorks. The WageWorks team did the majority of the work and there were no hiccups or difficulties. We were able to seamlessly shift our employees’ funding elections from the old system to WageWorks and it was up and running in a matter of days.”

Comprehensive Reporting Capabilities Help Free Up Time and Resources
In addition to providing a world class Web experience for its employees, WageWorks ensured SuccessFactors’ Talent Enablement staff also benefited from a comprehensive, yet easy-to-use employer-facing benefits administration portal.

“The WageWorks employer site provides me with superb reporting capabilities at my fingertips,” says Dickerson. “I can easily and immediately see what everyone’s plan elections are and where overall program usage stands. The WageWorks system also provides a detailed monthly payroll report that’s saving me eight hours or more a week. As a result, I’m able to use those hours to focus on other employee-related tasks.”

Since deploying WageWorks, Dickerson has enjoyed the complete elimination of internal calls and emails related to SuccessFactors’ pre-tax benefits.

“With WageWorks, I don’t get any pre-tax benefits-related calls from employees anymore,” says Dickerson. “Things have gone totally silent, which means the system is working. Clearly, our employees no longer have any of the issues they had before. Also, a lot of excellent communication comes directly from WageWorks to us and our employees. Their In The Works monthly employer newsletter in particular is fantastic. It lets me know about things such as product enhancements and announcements, regulatory changes, and tips for making the most of our programs. In general, there’s an element of transparency and honesty that resonates throughout our WageWorks experience and that’s a key to making it work for SuccessFactors.”

The feedback from SuccessFactors’ employee base about WageWorks also speaks to how well the system has been received.

“Our staff members have told us they are highly satisfied with our FSA, dependent care, and commuter benefits administered by WageWorks,” says Dickerson. “I’ve had employees mention how easy and effective WageWorks is for them. Everyone at SuccessFactors really feels great about the decision to go with WageWorks. I’m very proud to offer such a great system that I can stand behind to everyone at the company.”

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