Easing the Burden of Health and Welfare
Delivering a superior customer experience is at the heart of everything Schneider Electric does. It’s how the company
became—and remains—a global specialist in
energy management and automation. Schneider
Electric is a leader in developing connected
technologies and solutions to manage energy and
process in ways that are safe, reliable, efficient
Throughout its 180-year history, Schneider
Electric has recognized that its employees are the
true drivers behind its innovation and success.
That’s why taking care of the people who take
care of the business is paramount for the storied
When it comes to benefits administration,
Schneider Electric strives to ensure a smooth,
satisfactory experience for everyone—from tech-
savvy millennials to elderly retirees with limited
access to technology. When employees need to
change their status, engage in annual enrollment
or enroll in benefits as a new hire, HR services
wants them to feel like valued customers.
With 160,000 employees globally and 20,000 in
the U.S. alone, delivering benefits information and
access in a manner that maximizes productivity and
minimizes frustration can be challenging. Schneider
Electric had long relied on Alight Solutions for
health and welfare benefits administration. In
recent years, however, increased pressure to cut
costs led them to give a newer-to-market benefits
management software provider a try.
While that company promised a lower price
point, it came up short in terms of reliability,
response time, knowledge of carrier files and
round-the-clock care. It also proved unable
to effectively administer Schneider Electric’s
complex benefit designs, particularly for retirees.
After several frustration-filled months, it became
clear it was time to “go home” to Alight.
Alight’s highly scalable platform supports
complex benefit designs, while its account team
provides a high-touch, personalized, consultative
service. Under Schneider Electric’s previous
system, users spent an inordinate amount of time
trying to complete even the simplest of tasks.
Time-out errors were a frequent occurrence.
Frustration was high. With the return to Alight,
employees and retirees alike were relieved to
find an easy-to-use platform that allowed them to
execute necessary tasks in half the time. That’s real
return on investment for Schneider;Electric. Not
only are employees happier and more engaged,
they’re more productive, with less lost work time.
“We strive for strong customer satisfaction here
at Schneider Electric,” says Rhonda Mobley, senior
benefits manager, North American HR shared
services, global human resources. “Alight helps
us provide the same kind of positive customer
experience internally that we offer our external
Alight’s team of experts didn’t just transition
Schneider Electric back into its system; they
rolled up their sleeves and focused on resolving
problems brought about by their previous
vendor. During the transition, that included
issues with data availability, data integrity and
file management. They also advised Mobley’s
team on the ACA reporting requirements and
other critical healthcare legislative issues.
Partnering with Alight has enabled Schneider
Electric’s HR Services function to focus its time
and energy on other ways they can add value
to the company’s benefit offerings. Primarily,
that involves looking for ways to enhance the
employee experience by analyzing why people
are contacting the call center, developing
a more effective communications strategy,
making materials more appealing and easy to
understand, and ensuring employees find it easy
to do business with them.
“We are finding ourselves having more
capacity for the things we haven’t had
time to look at in the last few years,” says
Mobley. “It’s really allowed us to focus on the
customer experience even more and what we
can do to make that more positive and more
Alight Solutions is the outsourcing business
that was originally part of Aon Hewitt.
Organization: Schneider Electric
Headquarters: Andover, Mass.
Primary Business: Energy Management
HR Challenge: To ;nd technology that more effectively administered the
organization’s complex bene;t designs, particularly for retirees.
CASE STUDIES IN HR EFFECTIVENESS