Better Pay attention to your Customers,....or you will have none - Anonymous employee Benefitfocus Employee Review

They focus so heavily on growth with new sales that they have not been able to keep up with supporting customers. Implementation teams and customer service teams are REALLY struggling. Due to the rapid growth, all the seasoned folks have been promoted and they have hired a lot of young, less experienced people to back fill. Because of the long hours and grinding work, many of these people leave shortly thereafter, or the work completed is sub-par requiring re-work which just perpetuates the cycle of the hole they are digging for themselves. in a SaaS business you MUST keep the customers that you sell as it's a subscription model. I know many of the new customers that Benefitfocus has signed up in the last year are unhappy. If they don't address this problem quickly I don't believe the company will recover because the "word on the street" will be out. In a SaaS model customers don't become profitable until about years 2-3 and Benefitfocus contracts are only 12 months, so they MUST earn the business every year. At the rate they are going and the amount of competition out there, their renewal rate will begin to decline if they don't "stop the bleeding".