TechHaloCustomer Story · Benefits distribution
Benefits in a Card (BIC)
BIC deployed SKY through Halo360 and achieved 65% inbound call deflection, 10–20% participation gains, and call center operations Carl Stecker describes as "never more efficient."
“We have increased participation by 10–20% in most enrollments and the operations in our call center have never been more efficient. The Halo360 platform is able to provide instant gratification to 65% of our calls without human interaction, allowing us to scale without scaling headcount. The simplicity to the end user is amazing.”- Carl Stecker, Founder & CEO, Benefits in a Card
The challenge
Like every organization in the benefits distribution space, BIC faced a problem that scales with growth: member service volume driven almost entirely by routine, answerable questions. ID cards. Coverage questions. Provider lookups. Enrollment guidance. These calls didn't require specialized expertise, they required data retrieval and a clear answer. But at scale, they consumed significant team capacity, created wait times, and made it structurally difficult to grow the business without growing the headcount to match.
The solution
BIC deployed TechHalo's SKY AI Benefits Advisor through the Halo360 middleware platform. The integration connected SKY to BIC's existing systems, no rip and replace, no extended implementation, and gave members a 24/7 intelligent point of contact for the interactions that had been consuming BIC's operational bandwidth. Members could now get ID cards, get coverage questions answered, complete provider searches, and receive enrollment guidance through AI voice, SMS, and web, without a hold time, without a callback queue, and without a human agent for the 65% of interactions that didn't need one.
The outcome
BIC achieved 65% inbound call deflection, 10–20% participation improvements across most enrollment periods, and call center operations at peak efficiency, scaling member service capacity without scaling headcount.
By the Numbers
+10–20% participation rate improvement across most enrollment periods, reflecting members who engaged with SKY's Decision Certainty guidance and enrolled in the plan that was right for their situation, rather than defaulting or skipping enrollment entirely.
65% of inbound calls handled without human interaction, giving BIC the ability to scale member service capacity without scaling the team required to deliver it.
Call center operations at peak efficiency, Carl describes it as "never more efficient," which in a benefits distribution business operating at scale is a meaningful operational statement.
What "Scale Without Scaling Headcount" Actually Means
The traditional model for scaling member services is linear: more members means more calls, more calls means more staff, more staff means higher cost. TechHalo breaks that model. When 65% of inbound interactions are handled by SKY autonomously, the relationship between member volume and staff cost changes structurally. BIC can grow its member base without a proportional increase in member services headcount, which changes the unit economics of the business in a fundamental way.
What This Means for the Industry
BIC's results reflect a pattern TechHalo has observed consistently: when members have access to an intelligent, always-available source of benefits guidance, they use it. They stop calling for things the AI can handle. They engage more meaningfully with their benefits. And the organizations serving them can operate with a different ratio of human effort to member impact.
The 65% inbound deflection isn't an optimization. It's a structural shift in how member service can work when the AI layer is built specifically for benefits, not repurposed from a general-purpose platform.
FAQ
Frequently asked questions
Is BIC's experience typical?
BIC's results, 65% call deflection, 10–20% participation improvement, are consistent with TechHalo's broader outcomes data across deployments. Results vary by organization size, existing call mix, and member population. Contact TechHalo for an assessment specific to your situation.
How long did BIC's implementation take?
Because TechHalo deploys as middleware on top of existing systems, not as a replacement platform, BIC's implementation was significantly faster than traditional HRTech deployments. Contact TechHalo for a timeline estimate specific to your current stack.
What does BIC mean by "instant gratification"?
Carl's phrase captures something important: members aren't waiting on hold, navigating menus, or waiting for a callback. When a member calls BIC and SKY handles the interaction, they get their answer in the moment, the call begins and ends with the member's need resolved. That's what "instant gratification" means in a member services context, and it's what drives the simplicity Carl describes.
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