The challenge

A mid-size telecommunications company in the Northeast was not satisfied with the level of services currently being provided by the firm handling the investments and administration of its 401(k) plan. In addition, the organization was displeased with the plan’s lengthy list of investment funds, which had proven to be overwhelming and underused by participants.

Milliman, serving the company in a consulting only capacity, learned of this dissatisfaction from its contacts at the organization. Milliman often served as the intermediary between the organization and its provider when the two experienced communication breakdowns that negatively affected the plan’s ongoing administration, potentially jeopardizing its qualified plan status. Despite Milliman reconciling prior differences on a case-by-case basis, feedback from the client contacts revealed that while they appreciated such interim corrective measures, they were seeking a more permanent, comprehensive upgrade of their plan’s design and administration. Recognizing that the situation was at a crossroads, Milliman was faced with the challenge of how to respond to the growing frustration of the company’s leaders over having to spend excess amounts of time away from their core business functions handling administrative details they had hoped their current provider would resolve.

The Milliman solution

Milliman first suggested a discovery meeting with the organization’s key decision makers and human resource representative in order to (1) allow them to communicate the specific areas in which the current service provider was failing to meet their expectations and (2) discuss how Milliman could provide them with the more “hands-on” approach they were seeking. After determining that the type and quality of services Milliman was able to provide matched their needs, we scheduled a second meeting during which we introduced the Milliman consultants who would be handling the account in the event that the organization decided to switch to Milliman. During this second meeting, after hearing the litany of issues voiced by the organization which included complaints regarding problematic plan provisions as well as the above-referenced administrative and investment fund concerns, Milliman was able to offer a three-pronged solution to address their current high level of frustration with the operation of their 401(k) plan:

The organization was extremely excited with this proposed approach and gave Milliman the green light to prepare an official proposal to take over the full administration of its 401(k) plan and provide it with ongoing investment consulting with respect to the funds offered under the plan.

The outcome

The client accepted the proposal and Milliman successfully saw them through the transition this past summer, which included (1) providing various written communications to plan participants alerting them to the upcoming change; (2) conducting numerous telephone conferences with the organization’s contacts to finalize the new investment line-up and assist in the transition to Milliman’s administrative systems; and (3) holding in-person employee meetings at three separate locations as well as at another location via Webex in order to educate employees regarding the new plan design, investment changes, and on-line access as well as foster appreciation of the improved features. Thus far, the client is extremely pleased with the plan design revisions, the new streamlined assortment of investment funds, the increased level of administrative services, and participant education being provided by Milliman.