Over the last several years Employee Navigator has been singularly focused on large strategic initiatives critical to the long-term needs of our customers. We’re extremely proud of the progress we’ve made deploying new API models to further digitize employee benefits administration and the launch our first SSO integration with Paylocity, among many others. That progress has not come without a cost, which in our case was the accumulation of hundreds of small issues that our customers and staff were left dealing with.
This backlog not only negatively impacted on our ability to plan and evaluate what’s next, but also aggravated our customers and frustrated our Support Team. In the first quarter of 2022, we decided it was time to tackle these minor issues to alleviate pressure on our customers and our staff and to prevent a similar logjam from reoccurring in the future. Without revealing our secret sauce, it has been a tremendous success!
We’re excited to announce that over the past three months we have fixed over 400 high and low impact features that have been plaguing our customers for far too long. We also put in place new procedures to identify issues stemming from recent releases (we aren’t perfect) and ensure we never suffer a pileup of broken features again. Moving forward, when we break a feature in a software release, the developer responsible will be taken off their current project to fix it immediately.
What is most exciting as a result of this initiative is that we now have a clear line of sight into the features our customers want us to focus on. While there are hundreds of requests still outstanding, we have identified twenty-five which are driving 50% of our customers’ issues and have already started to address these. Brokers and carriers require continuous innovation to support the 14 million members on Employee Navigator, which is why it’s critical we remain focused on planning and discipline. As always, our partners are our priority.
