What to ask prospective benefits platform providers

Offering an online platform to manage a reward and benefits programme is a must. Getting it right is crucial.

Employers are dealing with the needs and wants of an increasingly diverse workforce with growing expectations, and a digital solution allows them to address this both from an engagement and cost efficiency viewpoint.

Any project to review a current solution or to implement a new one needs to be given time and focus; there’s a lot to cover and a range of options and providers.

Discuss and agree upfront what your strategy is, what the key deliverables are, how you will measure success and how you will decide who is the best fit for your organisation.

1. Strategy and fit: Will it match your benefits philosophy and growth plans?

What types of employers are you best suited for? (size, industry, geography)
Which benefit types can be included? (health, retirement, perks, wellbeing, flexible etc)
How configurable is the platform without custom development and branding?
How are benefits strategy changes supported?
Does it also have wider reward solutions integrated, such as access to discounts and reward and recognition?

2. Employee experience (UX): Will employees use, understand, and value it?

Ask to see the employee journey end-to-end (onboarding → life events → annual enrolment)
How are different employee personas accommodated, such as remote, office based, contractors?
Is the platform mobile-first or mobile-responsive, and what features differ?
How accessible is the platform across DEI priorities? (WCAG compliance, language support)

3. Admin efficiency: Does it really reduce admin work and if so, by how much?

Are all tasks fully automated and if not, how does this impact the HR team?
How are changes handled? (rules, approvals, backdating, corrections)
How easy is it to audit changes and track historical data?
How easy is the admin platform to use for non-technical teams?
What reporting and data insights are available?

4. Integrations: Will it work seamlessly with existing HR systems?

Which HRIS/payroll systems are there already integrations with and on what basis?
Are integrations real-time, scheduled, or file-based?
Is there an open API, and what are its limitations?

5. Data, security and privacy: Protect sensitive employee data

What security certifications do you hold? (for example, ISO 27001, SOC 2)
How is employee health data separated and protected?
Where is data hosted, and can clients choose region?
How do you support GDPR rights? (access, deletion, portability)
What is your incident response process and notification timeline?

6. Implementation and change management: Go on budget and in time

What does a typical implementation timeline look like?
What internal resources are required from us and what support does the provider give?
How is data migration from an existing platform handled?
What training is provided for admins and employees?

7. Support and customer success: Understand what happens after the contract is signed

What support channels are included? (chat, email, phone)
Will there be a dedicated account manager?
How are issues prioritised and escalated?

8. Analytics and insights: Turn data into action

What usage and engagement data do you provide and in what format? (reports, live dashboard)
How can we segment the data and is it real-time data? (if not, how often is it refreshed)
How do you help clients measure ROI and benefit effectiveness?

9. Commercials and risk: No nasty surprises later

What is the pricing model (per employee, per module, usage-based), and the exact scope for this?
What features or integrations cost extra?
How do renewals and price increases work?
What are the exit terms and data portability guarantees?
What SLAs are included - and what happens if they’re missed?

10. Proof of differentiation: Cut through glossy sales speak

Why do clients who switch come to you? What is your USP?
Ask for a live system demo using a realistic scenario (both UX and admin portal)
Can we speak with other clients for reference and what other case studies are available?

As the benefits landscape continues to evolve, choosing the right platform is no longer just a technical decision. It’s a strategic one that influences employee engagement, operational efficiency, and long-term organisational resilience.

By taking a structured, questioning approach and looking beyond glossy demos to the substance behind each provider, employers can ensure they select a solution that genuinely supports their people strategy.

Ultimately, the goal is not simply to implement new technology, but to create a benefits experience that is flexible, transparent, and impactful for every employee, both today and as your organisation grows.