Administering payroll and benefits
Benefits administration company
- $1.2MIn upsells of the new AI product within six months
- 2 monthsFrom idea to first customer
Summary
A payroll and benefits administration company used Bourne to build an AI concierge that guides its customers’ employees through open enrollment, and sells it as a new product.
Problem
The company administers payroll and benefits for its customers and runs open enrollment for their employees. Every employee has different needs depending on their health, family situation and medical history, so choosing the right plan takes time and raises a lot of questions.
The company wanted to offer its customers something new on top of the administration it already provides.
Solution
The company used Bourne to build an AI concierge that it sells to its customers. During open enrollment, employees message the concierge on Slack, Microsoft Teams or email. It walks each person through enrollment, suggests plans based on their situation and answers their questions.
The concierge connects to the company’s own benefits systems and to each customer’s payroll system, so its suggestions and answers are based on the employee’s actual records. Complex cases are routed to the company’s benefits administrators.
| Work | Before | With Bourne |
|---|---|---|
| Open enrollment questions | Answered by benefits administrators. | Answered by an AI concierge using each employee's records. |
| Plan choice | Employees work through options on their own. | The concierge suggests plans based on each person's situation. |
| Product line | Administration only. | A new AI product, upsold to existing customers. |
Impact
The company went from idea to first customer in two months, and upsold $1.2M of the new product to its existing customers within six months.
