Lessons from Lenovo: Driving Engagement with a Holistic Approach to Benefits Communication
It’s no secret that engaged employees make for a happier workforce. And with the national unemployment rate at an all-time low, attracting and retaining top talent has become increasingly competitive. To stand out, many leading employers are turning to benefits communications to help differentiate themselves from competitors—and to convey the full value of their benefits to employees.
Take it from Lenovo, a global technology company with more than 4,000 U.S. employees. Lenovo has become a destination employer by fostering a healthy, engaged, and creative workforce through its holistic focus on well-being.
In this webinar, Lenovo Senior Benefits Manager Karen Adams and Benz Communications Engagement Strategist Megan Yost look at Lenovo’s approach to boosting employee engagement with benefits and its strategy for integrating diverse topics across health and wealth. You’ll learn how to:
- Connect your brand to your benefits communications and your employer value proposition
- Create communications that resonate with employees by focusing on needs instead of programs
- Leverage events, communications, and onsite resources to make it easy and convenient for employees to take full advantage of your benefits
Megan Yost is a recognized thought leader on retirement, financial wellness, and employee engagement. She has worked with some of the country’s largest employers to build better employee experiences with retirement benefits and to increase employees’ interactions with them. Before joining Benz, Megan was the vice president and head of DC Experience at State Street Global Advisors.
In her role as Senior Benefits Manager for Lenovo, Karen Adams oversees the selection, implementation, effective usage, and promotion of all benefits programs available to U.S. employees. An 8-year veteran of Lenovo, Karen enjoys the fast pace of work in high tech as well as the company’s spirit of innovation, which she applies to her benefits work. Karen was instrumental in launching Lenovo’s wellness center and is currently responsible for its growth.
This webinar was previously recorded. View the full transcript below.
Lessons from Lenovo: Driving Engagement with Holistic Approach to Benefits Communications
Megan: All right. Well, let's get started. Thank you all so much for joining our webinar, Lessons from Lenovo: Driving Engagement with Holistic Approach to Benefits Communications. My name is Megan Yost and I am an engagement strategist with Benz Communications. I'm joined today by Karen Adams.
Karen: Thanks for having me, Megan. I manage benefits for the US employee population at Lenovo, which is where I've been for about the past eight years or so. For those of you who may not be familiar with Lenovo, we are a multi-billion-dollar fortune 500 global company and a global technology leader. We're best known for our personal computer business. Also, think along the lines of the ThinkPad. Some of you may have even joined us today from one, but we've expanded our businesses over the years to focus on smart devices, services, servers, infrastructure and other technologies that create user experiences. In the US, we operate out of the Raleigh-Durham area in North Carolina, but we also have employees in the merchandise market in Chicago and in Santa Clara, California as well as from many home offices across the country.
Megan: Great. A little bit about Benz for those of you who are not familiar with us. We are a boutique communications agency that specializes in employee benefits communication. We work with incredible organizations––just like Lenovo––to help them to find strategies and plan efforts to inspire people around health, wealth, and their futures. So, throughout the discussion today, Karen and I will walk you through how we’ve worked together over the last couple of years and how we've helped Lenovo's employees specifically engage with their health benefits, their financial benefits, and how they’re at their best when they're at work.
So, what we'll cover today are the value of employee benefits. We'll talk about Lenovo's benefit strategy––more specifically, how they develop their goals and how they set their communication plan––and then how those goals inform the actual communications that we've developed. We'll have time for Q&A at the end, so please send us any questions you may have and we'll gladly answer them along at the end of the presentation.
Megan: So, as many of you know, benefits are an important part of the total rewards package for employees, and all kinds of research has been done about the value of benefits. They give employees peace of mind. And as you can see from this slide here, 87% of employees really highly value that peace of mind.
Many people also report worrying less about unexpected health and financial issues as a result of having strong benefits packages. Many people report that they would take a pay cut for better benefits according to the MetLife survey. I know what you might be thinking seeing this slide because we also know how hard it is to engage employees with their benefits. So, even though it's a struggle to get people to pay attention, they do really value the benefits that they offer and the more that they understand and appreciate them, the better they'll be able to appreciate them.
So, I know benefits engagement can be a challenge and there's lots of headwinds that you face as benefit professionals trying to engage employees with their health, with their finances, often the language of both health benefits and financial benefits can be very complicated. Lenovo is no stranger to those headwinds that you all face. I think we can start with Karen talking about how several years ago Lenovo had been acquiring several different companies and bringing a few different organizations together under the Lenovo umbrella, and how that challenge brought different benefits, different employees, different experiences together. You had some additional headwinds that you faced several years ago and trying to harmonize benefits across different employee cultures, different demographics and different legacy organizations. Can you talk a little about your approach Karen as we begin working together, kind of where we started from?
Karen: Sure Megan. Yeah, a few years ago we have acquired IBM's x86 server division as well as Motorola Mobility from Google. Those have been really close together. So, we were really balancing the way that we approach our benefits as a whole as well as our communications with those organizations as well as our legacy Lenovo organization. So, it was kind of disjointed. There were different platforms. We were tasked not with just harmonizing the plans and programs, but how we also harmonize and provide an effective benefits and enrollment experience. There were places that employees were used to going to look for benefits information. So, we really needed a solution that aligned with our overall benefits approach and one that would make it simple and convenient for employees. There are important people in their lives that really needed an easy way to access their benefits information.
Megan: Absolutely. So, when we began working together, some of the things that we outlined immediately were that as you mentioned you wanted to help employees and their families value and appreciate their benefits. You wanted to connect your employees and their dependents and their partners and spouses to relevant benefits as their lives evolve and as their needs evolved. You also wanted to be known as an employer of choice and a great place to work and be recognized for the value and the really strong package that you offer to employees. You also wanted to use these benefits to attract and retain talent as well as support a high performing culture.
Additionally, we've heard you say over the years that your business itself is very customer centric. You like to take that mindset and approach how you work with employees and how you support employees from that same perspective. Also, Lenovo's very focused on the whole employee, so thinking about if an employee encounters a problem or a challenge in their life, how that problem has financial implications, how it might have health implications so not just looking at things from individual, from a program perspective or from individual benefits perspective because as we know, employees don't think that way in silos about different things in their own life.
Karen, we've also heard you say many times that you want benefits to be seen as tools and not an end point. Can you talk a little bit more about this idea of tools versus an endpoint?
Karen: Sure, Megan. Yeah, it's really all connected. So, you don't live your life in neat little perfectly separated organized sections. You show up for work each day and everything you're handling in your life comes with you. So, we've aimed to provide benefits that support the whole employee and their families. We know it to be messy sometimes. So, we've tried to incorporate all aspects of that whole employee including financial well-being which continues to be increasingly important to employers––and for good reason.
It can affect our physical and our emotional health. And likewise, our physical and emotional health needs can impact our financial well-being. We want our employees to be empowered and to see their benefits as tools that will work together in a way that can possibly impact their well-being––all aspects of it. So, simply providing the plans and programs isn't really enough. We're working to help employees relate to our benefits content and our communications and see how those benefits can be put to use.
Megan: Absolutely. So, now that we have some background on where Lenovo was and how they were thinking about going forward and what their mindset is, we want to walk you through the transformation that Lenovo's been undergoing for the past few years in the work that we've done together. To show you this, we're going to use a framework that we use frequently with our clients called the 10 Keys to Unlocking Successful Benefits Communication.
When we talk about the 10 keys and the steps that help make employers really successful in engaging their employees around employee benefits, there are three main buckets that we think about and then specific steps and tactics within those buckets. Clearly, you need to build a foundation. You need to set a strategy, create a brand, and develop a non-password protected website to help employees, their dependents, and their family members access information that's easy to reach and not buried under some password or hard to find places.
Marketing is also critically important. There's a number of different tactics here. We'll talk about a few of them in this presentation today, including communicating simply without jargon and communicating frequently throughout the year to keep people engaged.
And then, finally, resources. It's really critical that employers have partners, vendors, and that they have budgets that they can use to make all of these wonderful things happen.
So, we're going to start with foundation and talk a little bit more about Lenovo’s strategy. We've already touched upon this a little bit as we talked about their goals, so we're going to uncover more of their vision and philosophy and talk about more specifically their goals over the last two years. When we began working together in 2017, these were the goals––and Karen, I’ll let you share these in your own words with everyone; where we were starting from
Karen: Thanks Megan. Yeah, initially we were looking to really create a first approach and market our benefit, getting rid of the industry setter language where we could, the jargon. We wanted to create cohesive visual benefits identity and voice and we were getting away from paper even more so at this point. We also wanted to figure out where to put the information, what's the right home for it and we wanted to take some of the burden off of employees. So, instead of sifting through lots of information about all of the benefits, maybe we can present information in digestible chunks at the right time and speak to them on their terms and the language that they use, making it easier for them to access and relate to it.
Thus far, we started in 2017, and then in 2018 we really wanted to help employees realize the full value of their benefits, because really what a shame to have all the benefits employees unavailable, but if employees never realize the full value because they didn't know about them, personally that just breaks their hearts to hear those cases where an employee finds out after the fact that something could have made life a whole lot easier. We were really looking to increase employee's awareness, their benefits, and make it convenient to access the benefits. Connecting things that are stressful in their lives to solutions that the benefits can provide for them, really how to use those tools. Megan will show you an example a little later in this presentation that really allowed us to accomplish this goal.
Karen: We also were taking a holistic integrated approach to communications and communicating more frequently throughout the year. We're cross promoting benefits wherever possible, including at onsite events and wherever it made sense to introduce another benefit that may be somewhat related to what the primary information being provided was. There's still work to be done but we've taken big steps. And one way that we've been able to take big steps is that we've had really great partners supporting our benefits plan. It's a pleasure for me to work and collaborate with talented people. It makes the work fun, and it really helps us be able to achieve these goals.
Megan: Awesome. Well, we're going to start to dig into the steps that you took to transform your benefits communication. First, we're going to talk about brand. This is one of the more obvious changes, more apparent to employees. It's important not just from the look and feel of the materials but also for many different reasons to help ensure employees recognize your communications, that they capture attention, they can break through the clutter of a lot of different other information that they receive on a general basis. It is also helpful to have a consistent and strong brand so that you get credit as employers for the work and the money that you invest in your benefits programs. It also gives you credibility, consistency, and reliability when you share communications coming from one central look and feel and voice.
We can't stress enough how important brand is to your overall communication efforts and how it reflects back on you as an employer in your overall value proposition helping people connect why you're a great employer with having a strong benefits package.
So, as you'll see here, Lenovo has an amazing brand to work with. It's very bold. It's very modern. It's edgy, nonconventional and it's a lot of fun for us to work with as you'll see in some upcoming slides. This is some examples of Lenovo's consumer marketing, so you can get a feel for the voice, the headlines, the look and feel. It's certainly a pleasure for us to work with Lenovo's brand. It's a lot of fun. Karen, do you want to say anything about your brand?
Karen: Yeah, thanks Megan. It's really fun for me too, but you're right. Its super edgy and nonconventional and bold but that also can make it a challenge to work with too, because we're not starting from a completely blank slate. There's already a lot of personality there that we then need to show through our benefit's brand and tone but then also make our benefit's brand and tone unique in our own. So, we were able to do this, really staying focused on our guiding principles. Megan will talk us through a little bit.
Megan: Absolutely. So, when we started to try to describe what that brand is and how we would articulate that and use that in the materials that we were developing, we created these guiding principles including putting employees first, that our goal was to help people live better lives, that we make things easy, that Lenovo's an employer of choice, and their tagline that different is better so that approach that thinking about things differently to writing about things differently and presenting them differently permeates everything that we do with Lenovo.
Then, as we dug into the content approach more specifically, we want it to have a very simple marketing focused approach so that the communications would resonate with people who are new to benefits or don't know a lot about them or maybe not are interested in benefits so that they were engaging. That they get to the point quickly, that people are very busy and that they can understand the gist of the information through a quick scan, but also that they're empathetic, understanding, and witty. So, using that humorous approach to also making things fun and interesting for employees to pay attention to.
As we started to create a visual identity for Lenovo's benefits brand, this is how we started to think about it in terms of really trying to highlight how wonderful the benefits are and how they can make people think, "Wow, I have such wonderful resources available to me." So, this is the look and feel and the language that we started to use as we started to map out what the materials would start to look like.
What we'll show you now is the website. As many of you know, we believe in a non-password protected website that all people can access easily so people can find their benefits anytime, anywhere. This means using a company branded website that's outside of a firewall. So, here is the original website prior to our work together with Lenovo. Karen, do you want to say anything about this website, the original website?
Karen: Yeah. So, there wasn't anything wrong it per se, but we were really at this point just a step removed from paper. So, we had transitioned from the hard copy enrollment packages to pdf and a bit more here into an interactive pdf into the website and we since progressed to lenovobenefits.com which we'll give you a look at in just a bit here. Everything at this point was more program oriented rather than really kind of needs based and how employees look at their benefits. So, we were able to really improve the images and the photography for the hard copy guides that we had, but you can see it was still clean, it really lacks the edginess of our brand, and didn't have that unique voice that we have now.
Megan: So, here are examples of lenovobenefits.com which is Lenovo's new website. As you can see, it looks much different than the previous website and has a lot of energy and movement in the design. If you were to visit this site, you would see that its written in a really humorous way with very simple sections that outline what's in it for you, who, what, where––all the key things that you as an employee would need to know about your benefits.
What's great about this website is that throughout the year, we use it as a platform to highlight certain messages that are relevant at different points in the year. So, at the beginning of 2018 when the IRS had increased the limits that an employee could save in the 401(k), this was the message that employees could see when they landed on lenovobenefits.com.
So, now we're going to talk about our next pillar and that's marketing. For those of you on the phone, you'll remember early in our discussion that taking a marketing focus has been a big part of Lenovo's goal. So, we're going to talk about several of the campaigns that we have launched over the last year and a half. Karen, why don't you walk everyone through this first campaign here.
Karen: Yeah. This was our “benefits not to miss,” which is really a highlighting underutilized benefits. These are the ones on the list that we knew were often overlooked. They were never really big enough on their own to merit space on the bulletin boards or digital displays or even sent a single email to the employee's inbox. Sending a single email about a single benefit could easily get looked over and the benefit would then still remain unknown, but we were able here to combine several together like this and create a campaign out of it.
So, rather than just a single email in a single day, it allowed us to really get the word out. So, for a little while wherever employees were looking around campus, at digital displays, in our inbox on the internal websites and whatnot, they were able to see this campaign which is really cohesive, the look and feel of it. Even though these are presented at different channels and different benefits not to miss, they were all tied together in the way they looked and their type of content they were presenting.
In this next slide with our 2017 annual enrollment campaign, this coincided with the launch of the lenovobenefits.com site, the new marketing website. And Megan mentioned it earlier, if you visited the site, we designed it to make sure everyone knows that they can. It is not password protected. So, if you wanted to go ahead and take a look at it, you can certainly do so. Launching that site happens at the same time as annual enrollment. We really saw a great success and engagement and employees logging in to complete their enrollment. So, 88% of employee from about 75% the year prior made proactive choices about their benefits. This was really high considering that we had minimal plan design changes and having a mostly passive enrollment opportunity.
So, we started here with these visuals and this campaign planning to see if putting it in employee's court to make the most of their benefits and that started with enrolling.
Megan: The next big campaign that we launched together was #lifehacks. This campaign kicked off in the spring of 2018. We saw a ton of engagement from employees and also from many of Lenovo's vendor partners whose benefits are highlighted through these hacks that we created. As you can see on the left at the screenshot of the website, the hacks are cards that flip. So, there are different scenarios that you'll read on the front side of the card and then when you read the back, it directs employees to where they can go for the specific resource or help that pertains to a certain topic. We created a number of different categories. So, there are well-being hacks, money hacks, and family hacks. Many of these were highlighting lesser known or underutilized benefits.
We also tried to combine them in interesting ways. So, resources that you may not expect to think about––will preparation, for example. We highlighted both Cigna and then also then adding beneficiaries through Fidelity. Thinking about it from a number of different angles and not just the legal resources for example that are available through Lenovo's legal provider. So, that was really a fun way to help people think about these benefits and a different way than had ever been done before. They were designed to be very holistic and focused on needs. They were such a hit that we created a second campaign called #evenmorelifehacks. This campaign highlight 13 additional hacks and included a home mail or a postcard so that we could ensure that the messaging was getting not just to employees but also to their spouse or partner at home. Karen, do you want to add anything about the life hacks or even more life hacks campaign?
Karen: Thanks Megan. Yeah. This has been such a fun campaign. I really love the visuals that went along with this one. People find it really relatable. We were able to approach benefits from an employee's shoes. So, I find myself telling people often, "There's a life hack at lenovobenefits.com that sounds like what you're describing to me. So, check out the hack. Let me know what you think." Even when I've talked with others in the benefits world in the industry, this has basically become part of my elevator speech to illustrate our approach to benefits and benefits communication. So, I'm often telling people to go ahead and pull out your phone and take a look.
Megan: One of the things that I love about the life hacks is how it’s been embraced by your vendor partners as well. For example, Lenovo has an on-site person who's dedicated to the health plan and she has printed life hacks that she sits with when she visits and sits in the cafeteria and visits with employees or has one on one meetings enhance the life hacks out. So, I just love that your vendor partners also really utilized and helped us build these life hacks out because they've been so successful.
Now we're going to move forward to our 2018 annual enrollment campaign. The theme for the annual enrollment campaign was Own It. What's important to emphasize about this campaign and its messaging is how Lenovo is continuing to make I easy and convenient for employees to get information they need but also reminding them that they are in the driver seat for their lives and their own benefits.
Here you'll see some additional collateral from the Own It campaign and this campaign we intend to continue through 2019 as a theme to help people take charge and take ownership of their health and their well-being throughout the year. And we couldn’t do this kind of work without our vendor partners, which I just alluded to a little bit in the life hack campaign. Karen, do you want to talk about how you work with all of your vendor partners?
Karen: Yeah. Right. I touched on this a little earlier too but let me elaborate a bit. Own It is a short sentence but it's a big statement to stand behind. We can't ask employees to own their experience and their relationship with their benefits without being confident that we're putting the right tools in place internally and with our vendor partners and that we have buy-ins and the shared vision with our vendor partners. So, we meet monthly with a group of representatives from many of our partners and we discuss activities and communications, campaigns that are coming up, initiatives that are underway. We recently brought everyone together for a day and a half vendor summit.
If any of you have the opportunity to do this or participate in one, I would definitely recommend it. It was really beneficial and that collaboration is really key. Just like they really got behind it, we're excited about the #lifehack campaign. They've been equally as excited about this concept of owning it and helping us make sure that we have the backbone to support, telling all of our employees to own it for themselves.
Megan: Absolutely. Just to reiterate, working with partners and having the strength of relationships that Lenovo does with all of their vendors is one of the 10 keys and one of the keys in resources that we really highlight and critically important to successful benefits communication.
So, let's talk now about how we know if this is all working. We look at data so the engagement with the campaigns we can see the traffic on lenovobenefits.com and we can see the spikes in traffic as we launched different campaigns and as different pieces are deployed whether they're emails or mail pieces to home, we also look at Glassdoor reviews and survey feedback. Karen, I know that you look at Glassdoor in particular, so maybe you can talk about that in a little bit more detail here.
Karen: Yeah, I certainly look at Glassdoor. I think it's useful to get some really specific feedback sometimes about what employees or former employees are thinking about their benefits, and maybe where we can help close some of those gaps if there are any, and maybe what we may be doing right that we didn't even know we were doing right and has been valued. So, we definitely look at Glassdoor reviews. We also gather feedback periodically through surveys. I'm really excited about the feedback that we’ll be taking a look at soon following up from our annual enrollment period from a survey that we had at the end of the enrollment flow. So, we'll be digging into that soon.
Another point to make will be that our talent acquisition team also provides us a lot of good feedback about the benefits website and really the benefits themselves, hearing from candidates. I used to get called upon more frequently to go over benefits with candidates. Honestly, I can't even think of the last time that's happened. I won't attribute that all to our lenovobenefit.com site because we do have a very talented talent acquisition team, but I do think that it’s really helped in making that information available without having to go behind the firewall and allowing candidates to see what we're all about in the benefits space.
Megan: Wonderful. Thank you. So, just to recap. The 10 keys to successful benefits communication includes setting a foundation, marketing your benefits and then using resources to make sure that you can continue to market them throughout the year and to continue to target and engage employees.
We're going to move forward now to questions. I'm going to check the line to see if you have anything. Don't hesitate to type something in and you can ask away. I see one here looking for more information about the vendor coordination that you mentioned, Karen. So, how do you get your vendors to work well together? Do you get any pushback on sharing ideas?
Karen: Yeah, I would say not really. I think that we've really asked them to step up and take off their sales hats or their competitive spirit and really instead step into employee issue to approach the work from that standpoint. I think we are really fortunate to have great people and great partners working with us. So, we haven't really encountered too much pushback.
Megan: Great. I got another question here from Sharon about whether––I think the question was about the campaigns and whether they're U.S. or global. Can you talk about the audience and who you're reaching, Karen, and the broader efforts in terms of the communication and how you engage globally?
Karen: Yeah. So, these are U.S. based campaigns that we put out here in highlighting our U.S. benefits only. They go out to a real mix of employees around 4,400 or so in the U.S. Average age is kind of in their mid 40s, predominantly male and really from all backgrounds and really a mix of lifestyle and interest. So, as I mentioned earlier, we have former IBM-ers, former Motorola employees, some with many years of service. We obviously have employees new to their careers and then everything in between, but we are just one part of a really big diverse global workforce where there's also a need to communicate benefits efficiently.
So, we are coming together around really one voice or way of approaching it. We've incorporated templates for other countries that follow this the same way that we presented the different benefits on the website currently. Under financial security and lifestyle support, etc. we've created templates that look very similar to have some consistency across the different regions of the world. That will continue to grow. We've also been working on branding. That also provides some consistency to our overall global benefits program.
Megan: Wonderful. Another question here is: do you use personas to segment your campaign? If so, please elaborate. So, when we first begin working with the Lenovo team, we did do personas and created different profiles. Karen started to talk a moment ago about the different demographics in the U.S. populations. We had outlined relevant personas for the Lenovo workforce. We go back and we use those periodically throughout the year and we use them quite heavily during the vendor summit that we just attended earlier this fall. Karen, do you want to talk about the personas and the case studies that we did in a little bit more detail?
Karen: Yeah. We really were able to use them like Megan said to center around some challenging situations that employees might face as we conducted a brainstorming design thinking type of session where we all in different groups really put ourselves in employees’ shoes and worked through challenges that they may experience in their day-to-day lives. So, we really based the situations that the challenges around the personas and really allowing all of our partners in attendance to be able to more effectively step into employee shoes, making it seem more real.
Megan: Absolutely. Another question here is a comment which says: every time we try to do something edgy or creative, we're told no. Do you have any advice on how to navigate those situations?
Karen: That's a good question, right Megan?
Karen: It is. I think it is important to have leadership buy-in. I feel really fortunate to work for a really good leader to really have taken that step back to understand and see how important it is and how important that employee perception of their benefits is. Not that we aren't being transparent but those perceptions really do go a long way in thinking, like our maternity and parental leaves for example. Not everyone uses that benefit or is going to use that benefit across their career or time with Lenovo, but I receive multiple emails from employees who are either passed that stage or not there yet or, like I said, don't need to use that, but they still praise the fact that Lenovo offers these generous benefits.
So, I think it’s important that all employees are reminded of what's available in a way that's simple and easy to pick up on, because you're already making that investment in the plans and programs, but if you're not marketing the value––and I don't mean just monetary––but what that really means for the person's life, I think that you're really missing out. So, I don't know if that helps in being successful in the future and not being told no, but that's how we've looked at it.
Megan: So, when you touched upon in your response, Karen, about leadership buy-in, you have to get your leaders and stakeholders on board to take this approach, but you also have to secure the budget, too. So, can you talk a little bit about that process in terms of how you make the case for the resources that you have to have the external help that you do?
Karen: Yeah, that's another good one. It’s all about the balance, where is that sweet spot so to speak. Maybe you can look at benefits or programs that employees are no longer finding a value in. So, getting off the data and getting to the surveys and whatever else is going to help inform what changes you could potentially make is valuable. Look at your incentive strategy. Is money the only motivator? What if your employees decided to engage or take whatever action you're asking them to do as part of a wellness incentive? We've been working on changing that mindset to appeal to them and have things resonate and get to their personal motivators so they see themselves reflect in the communications and how engage they can help them and take those actions on their own, not for the money but because––to use our tagline for this year––they're really owning it, but I think it’s about the balance and finding those tweaks that can be made to allow for some budgets to do this.
Megan: Absolutely. You hit upon another important point here about looking at the data, looking at the engagement, the participation in various programs. I think that measurement is really important from a plan design perspective and also from a communications perspective. So, you look at the participation in the program's enrollment and then from there, you can really start. That could help to drive your strategy so when at the beginning of the presentation we talked about that foundation that we worked on with Lenovo and how we look forward for the year ahead and we try to look at what is working, what's not working, where they need to prioritize highlighting certain programs or elevating engagement in certain areas.
It all has to do with looking at the data and the level of engagement in the various programs from what we can tell through the vendor data through the engagement in different programs. Okay, I think we have time for one more question here. It says, how much time does it take your team to manage communications even with an outside vendor Karen?
Karen: I don't know that I have a time estimate per se, but I won't sugarcoat it either. It's still a decent amount of work to get it done. Benz certainly makes it as easy as possible for us, but we're really invested in getting it just right. I think over time, we've seen things take less time. In particular, I think we see the benefits allowing us I guess more time or carving out more time for us to be able to work on communication. One of our goals previously was to see less appeals come in as a result of communicating better, more specifically around deadlines and getting things in front of employees so they don't make those mistakes that ultimately could end up in an appeal. We know those take oftentimes a considerable amount of time to respond to you and to handle. So, I think that it still takes time and effort on our part because we're very invested in it, but I think we've also found that by doing so, we've freed up time in other places to be able to continue it. Does that make sense?
Megan: Yeah, absolutely. It certainly, as you get more of the infrastructure in place in terms of website and the strategy, gets easier to continue to launch campaigns. I think the more of that baseline that you have in place, it gets easier over time. Well, thank you so much Karen for joining me today and sharing your story. I hope all of you on the phone enjoyed listening to Lenovo story and hearing from Karen. It’s been such a pleasure to work with you Karen and to support your employees and everything that we've been doing together. So, we really appreciate you joining us today.
For those of you on the phone who would like to learn more, feel free to go to benzcommunications.com where you can access our 10 Keys to Unlocking Successful Benefits Communications. There's eBooks for the different keys––foundation, marketing, and resources––that I worked through today on the phone. So, feel free to check it out. You can read them at your leisure. Just a friendly reminder that if you want to listen to this again or look at any of this information in more detail, this recording and the slides will be available for download a few days after our livestream today. So, thank you again for joining us. Thanks Karen, and enjoy the rest of your day.
Karen: Thank you Megan.