Getting Support During Implementation
If you are currently in the Benepass onboarding process, you have a dedicated Onboarding Manager who is available to best support you throughout implementation until your program goes live. The Onboarding Manager will be in touch with you from the Kickoff Call onwards as well as for regular check-ins.
Getting Support After Going Live
Once your program is up and running, you will be introduced to your dedicated Customer Success Manager (CSM) who will be your main point of contact moving forward for everything related to your account's health, decisions and program questions.
In addition to your CSM, you will also have a dedicated Admin Support team who can be reached via email at firstname.lastname@example.org for any technical issues impacting employees in your company. The Admin Support team will be able to address your questions or concerns within 24 hours Monday-Friday, 9 am to 9 pm ET.
Our Employees Require Assistance
If your employees require assistance, our Support team can be reached by submitting a ticket request. Our Support team will be happy to assist within 24-48 hours Monday-Friday, 9 am to 9 pm ET. We encourage you to direct your employees to submit a ticket themselves to prioritize the request accordingly. However, if you notice that several employees are experiencing the same issue, it's best you flag it to our Admin Support team for proper escalation.
We have a Help Center folder about Admin Support in general that we recommend going over. In this folder, you will find useful resources such as:
- Top 10 Employee Questions: To get ahead of any initial questions your employees may have when you first launch your program, we encourage you to this article.
- When to contact the Admin Support team: this article goes over examples of when to contact Admin Support versus your CSM
- Escalating Employee Issues: This article will walk you through how to best escalate employee issues.
Another useful resource we encourage you to read is the Getting Started Guide for Admins. This guide includes all you should know about Benepass from the Admin perspective.