The Salesforce Platform Pre-Customized for the Employee Benefits Broker
BenefitsGuide: Frequently Asked Questions
BenefitsGuide is an insurance agency management system designed specifically for employee benefits insurance brokers. It helps brokers track clients and prospects, benefit policies, automate commission tracking, manage renewal workflows, and generate benefit booklets. BenefitsGuide is built entirely on the Salesforce platform.
BenefitsGuide is designed for employee benefits insurance brokers, general agents, and insurance carriers. Our customers range from one-person agencies to private equity backed firms with hundreds of users that acquire new agencies regularly. We currently serve over 100 agencies nationwide, including multi-office regional brokerages and specialized benefits firms.
Commission tracking shouldn't be a full-time job. Most brokers spend 20-30 hours every month logging into carrier websites, converting PDFs to Excel, and mapping fields manually. It's soul-crushing work that burns out good employees.
BenefitsGuide solves three major operational challenges that benefits brokers face:
Manual commission tracking that consumes 20-30 hours monthly
Scattered client data across spreadsheets, email, and disconnected systems
Constant putting out fires and excessive overtime during Q4 instead of spending time working on strategic growth
BenefitsGuide has been refined over nearly 20 years of working with insurance brokers. The company Hillcrest Business Systems was founded in February 2009, and BenefitsGuide was released in October 2009. These aren't generic templates they're built BY insurance brokers, FOR insurance brokers. We've continually evolved the platform in response to client needs.
No. BenefitsGuide is built ON the Salesforce platform, but it's not Salesforce itself. Think of it this way: Salesforce is the best in the world "plain vanilla" CRM that works for any business. BenefitsGuide is the insurance broker "rocky road" version pre-customized specifically for employee benefits brokers. You don't need to buy Salesforce separately. Your BenefitsGuide subscription includes the underlying Salesforce Platform Enterprise licenses. You have your own instance of Salesforce that you can continue to customize to whatever degree you like either on your own or by using our Microservices.
No. BenefitsGuide is designed for insurance brokers, not IT professionals. While it runs on Salesforce, you don't need any Salesforce knowledge. Our training program teaches you everything you need to know to use BenefitsGuide successfully. Ongoing support is available for routine maintenance, and customizations offered using our Microservices.
Core BenefitsGuide Platform:
First User: $300 per month
Additional Users: $100 per month each
Implementation: $2,500 one-time setup fee
What's Included:
Full BenefitsGuide agency management system
Underlying Salesforce Platform Enterprise licenses (no separate Salesforce cost)
Customer support
Regular product updates
Access to 3,000+ Salesforce AppExchange applications
Microservices:
Need a small or large customization to your instance of BenefitsGuide? Our Microservices approach handles quick, focused changes without a big project. Microservices are small projects that range from 1 hour to a few days of work. Simply email support@benefitsguide.com with the subject "Micro Services" and an explanation of the work you would like to have done. We will provide a non-binding estimate based on your description or/and call you to better understand your requirements. Then let us know if you would like to proceed or not. It's like having developers on call. You decide if the juice is worth the squeeze.
Optional Integrations:
For BenefitsGuide subscribers, Employee Navigator Integration:
Up to 4 Users: $200 per month
Additional Users: $50 per month each
Carrier Connect (Automated Commission Processing):
Base Service: $500 per month
Per Statement Processing: $4 per statement processed
You pay quarterly in advance. The first payment is due before your effective date when you sign the subscription agreement. After that, we collect by ACH every three months on the first day of each quarterly billing period. Payment is handled via ACH direct debit from your bank account.
Yes. The subscription agreement is for one year and automatically renews for another year unless you provide a minimum of 45 days written notice to terminate. This is Salesforce's underlying contract requirement, not a BenefitsGuide rule.
Subscriptions are non-cancelable during the subscription term (one year). You can cancel or reduce the number of users by providing a minimum of 45 days written notice before the end of your current term. If you don't provide notice, your subscription automatically renews for another year.
We don't offer trial accounts. This is a big decision that impacts every part of your business. Instead, we take time to answer all your questions and schedule as many live demonstrations as you need until you're confident.
Typical implementation takes 4-6 weeks from signed contract to go-live. The timeline depends largely on your team's availability for workflow documentation calls and data migration preparation.
Implementation is a series of working calls we document your workflows together and build as we go. No homework required. Implementation has two parallel tracks:
Track 1: Workflow Documentation (5 one-hour calls)
Document your business processes (renewals, RFPs, new client setup, etc.)
Customize workflows to match how your agency operates
Build automated task creation and assignment
Track 2: Data Migration
Basic import: Accounts and contacts (included in $2,500 setup fee)
Full data migration: Historical policies, commissions, activities (billed at $150/hour, typically 20-40 hours)
After these are complete, you go live and begin training.
The standard implementation fee includes:
Import of accounts and contacts from a flat file (Excel template provided)
5 one-hour workflow documentation calls
Workflow configuration and testing
Implementation kickoff and go-live support
Initial system setup
Additional data migration is billed at $150 per hour. The level of effort depends on how much data you have and how complex your current system is. Most data migration projects range from 20-40 hours ($3,000-$6,000). We'll schedule a call with our technical team to assess your specific needs and provide an estimate.
You'll work with one dedicated representative through onboarding, implementation, and training. This person will be your main point of contact and will guide you through the entire process.
After go-live, you receive 10 half-hour phone calls with your dedicated business analyst over 3-4 weeks. These calls take your leadership team through our training curriculum covering the 7 Stages of BenefitsGuide Mastery. All training calls are recorded so you can reference them later. We follow a "train the trainers" model your leadership team learns the system, then trains the rest of your staff.
Yes. All active users have access to our Learning Management System a dedicated Training Portal available from their homepage. It contains bite-size videos, written instructions, and supplemental documentation covering everything users need to know.
You can reach us three ways:
1. Phone: Call 646-461-3000 and either someone will answer or your voice message will create a Support Ticket.
2. Email: Send questions to support@benefitsguide.com
3. Schedule Time: Book time on our calendar anytime
When you contact support, you'll immediately receive a ticket number. Our typical turnaround is 24-48 hours. If we can't resolve your issue the same day, our technical team reviews it overnight and we follow up the next morning.
Client & Policy Management:
Track all client information, contacts, policies, and interaction history
Organize clients by group, manage member enrollment
Upload employee census files to update member information using our Census Import Wizard
Attach documents to any client, policy, or member record
Automated Commission Management:
Carrier Connect automatically downloads commission statements from carrier websites
System matches commission items to correct policies
Bank reconciliation to verify statement totals
Real-time dashboards showing commission status
Track producer splits to co-brokers and sub-producers
Project Management:
Organize work into Projects (renewals, RFP, open enrollment, implementation, compliance), Milestones (key dates like renewals, plan effective date, plan end date), and Checklist Items (step-by-step tasks for each workflow) built specifically for insurance workflows
47 pre-built insurance project templates ready to deploy no need to force-fit generic tools
System automatically creates renewal projects with all milestones and tasks based on your business rules
Bird's-eye view of all team projects with real-time progress tracking know exactly where every client stands
Full mobile access lets you complete tasks, update milestones, and manage projects from anywhere
Workflow Automation:
System creates and assigns tasks based on your business rules
Automated workflows for renewals, RFPs, new client onboarding
Real-time task reporting showing team workload
Automated reminder emails to team members
Document Generation:
Create custom branded benefit booklets with one click
Generate compliance documents automatically
Produce enrollment forms, broker of record letters, census exports
Use pre-built templates or create your own
Enrollment Management:
Track enrollments, terminations, and benefit changes as Member Transactions with automated emails that go out to clients and employees when changes are processed. This reduces the "what's the status?" calls because your clients and their employees can get automatic updates.
Historical record of all member transactions
Integration with benefit administration platforms
Reporting & Dashboards:
Real-time visibility into renewal pipeline
Track client and employee retention
Demographic analysis for strategic marketing
Customizable reports and dashboards
Bird's-eye view of team workload and task status
Using List Views, you can filter and sort your book of business however you want see all January renewals, all clients missing a census, or all tasks due this week
BenefitsGuide integrates with Carrier Connect, which uses automated processes to:
1. Automatically log into carrier websites and download commission statements (no more manual logins)
2. Normalize the data from different carrier formats into a standard format
3. Upload statements into BenefitsGuide where they're automatically matched to the correct policies
4. Prompt you to reconcile statement totals with bank deposits
5. Generate real-time reports showing commission status and financial performance
Once statements are in BenefitsGuide, the system:
1. Applies our 5-step matching process to relate commission statement items to the benefit policies in BenefitsGuide
2. Lets you map policies and create tags so that the same commission item will automatically map correctly next time
3. Highlights mapping problems in yellow (like a medical payment matched to a vision policy) so you can fix them before approving
4. Flags producer split issues if splits don't exist or don't add up to 100%, you'll know immediately
5. Prompts you to approve the mapping with one click once everything looks right
6. Creates payment periods by grouping approved statements together
7. Automatically calculates producer splits for co-brokers and sub-producers based on the splits you've set up
8. Generates producer statements so you know exactly what to pay each producer
9. Runs missing payment reports to catch any policies that should have been paid but weren't
This eliminates the 20-30 hours per month most brokers spend manually tracking commissions.
Workflow automation means the system automatically creates and assigns tasks based on your business rules. For example, for a small group renewal:
90 days before renewal: System creates task to gather renewal documents and assigns to account manager
75 days before: Creates spreadsheet renewal comparison
70 days before: Creates task to schedule client meeting
And so on through the entire renewal process
Each task includes instructions on what to do, who should do it, and when it's due. This ensures nothing falls through the cracks and new hires can follow your agency's standardized processes.
Tickets is a call center-style application where clients and employees can email a dedicated queue. The system automatically creates a Ticket, tracks status from creation to completion, and lets your whole team see what's open. No more "what's the status?" calls everyone has visibility.
Yes. You can generate custom branded benefit booklets with the click of a button. The booklets pull information already in BenefitsGuide (plan benefits, eligibility, costs, co-payments, deductibles, prescription costs) and format it into a professional, client-ready document. No redundant data entry required.
Pre-built Integrations:
Employee Navigator (bi-directional sync of groups, policies, enrollments)
Ease (bi-directional sync of groups, policies, enrollments)
Carrier Connect (automated commission statement downloads)
FormStack (document automation and e-signature-ready forms)
Zywave Broker Briefcase (push accounts and contacts for marketing)
BerniePortal
CXC Compliance
We're the first AMS that pushes AND pulls data. Create groups in BenefitsGuide directly from Employee Navigator with a few clicks. When enrollments, terminations, or changes happen in Employee Navigator, they sync back to BenefitsGuide true bi-directional sync.
Plus Access to 3,000+ Applications: Because BenefitsGuide is built on Salesforce, you have access to the entire Salesforce AppExchange over 3,000 third-party business applications that can be installed into your instance of BenefitsGuide.
Yes. BenefitsGuide has an all new mobile application built on the Salesforce1 mobile app, which means you can manage your insurance broker business from anywhere in the world. You can access all your information, update records, manage tasks, Tickets, and Projects from your mobile device.
Yes. There are over 50 different apps available that connect Outlook and BenefitsGuide. Many are free, others charge a nominal fee. You can also integrate with Gmail. This allows you to log emails, sync calendars, and track all client communications within BenefitsGuide.
Yes. BenefitsGuide is hosted entirely on the Salesforce Health Cloud infrastructure, which includes full compliance with HIPAA, HITECH, SOC 2, and other critical frameworks. A Business Associate Agreement (BAA) is available with Salesforce. All integrations and automations adhere to strict data governance and access control best practices.
Your data is stored securely on Salesforce's cloud platform. Data storage is included with your user subscriptions.
Each BenefitsGuide org comes with 11GB of File Storage and 1GB of Data Storage.
2GB of additional File Storage and 20MB of additional Data Storage are included with each additional User.
Additional storage is available for purchase if needed.
Hillcrest Business Systems and Salesforce have no obligation to retain customer data following 30 days after termination or expiration of the agreement. You must make any requests for return of customer data in writing before cancellation.
Yes. The standard implementation includes importing accounts and contacts from an Excel file. If you're not using the Ease, Employee Navigator, or BerniePortal integration, you can use our Census Import Wizard to create and update employee and dependent information from a spreadsheet. If you want to migrate historical data (policies, commissions, activities, notes), that's handled as a separate billable project. Our technical team will walk through your current system, document what needs to be migrated, and provide an estimate.
No. Your BenefitsGuide subscription includes the underlying Salesforce Platform Enterprise licenses. You don't pay anything extra to Salesforce.
BenefitsGuide can be installed into your existing instance of Salesforce as long as your licenses are a minimum of Enterprise Platform.
BenefitsGuide comes pre-customized for employee benefits brokers, and you can customize workflows, reports, fields, and page layouts to match your agency's specific processes.
BenefitsGuide is web-based and works with modern web browsers. Specific browser requirements follow Salesforce's Lightning Experience standards.
Yes. We've transitioned many agencies from AgencyBloc, BenefitPoint, Zywave, Smart Office and other systems. During implementation, we will help you migrate your data from your current system to BenefitsGuide. The complexity and cost depend on how much historical data you want to migrate.
Yes this is actually a huge advantage. If most of your client data already exists in Ease or Employee Navigator, we can use our integration to populate much of your BenefitsGuide system from there. This means:
You can create groups in Ease/Employee Navigator directly from BenefitsGuide with a few clicks
When enrollments, terminations, or changes happen, they can be synced back to BenefitsGuide
No duplicate data entry between systems
Yes. BenefitsGuide scales from one-person agencies to firms with hundreds of users. Small agencies especially benefit from workflow automation and commission tracking features that free up your time so you can focus on growth rather than administrative work.
Yes. We work with many large multi-office agencies. BenefitsGuide is designed to manage complex, multi-office operations.
Workflow automation is especially valuable during Q4 when renewal volume spikes. The system automatically creates and assigns tasks, and gives you real-time visibility into where every renewal stands so that nothing falls through the cracks. During Q4, one customer eliminated 10 hours of overtime per week, per employee. Another went from 70-hour weeks to normal hours with zero balls dropped. "I'm probably putting out 50% less fires." Courtney Gaston, Director
Yes. BenefitsGuide includes automated member transaction emails that proactively communicate with clients and their employees when enrollments, terminations, or changes are processed. This reduces inbound "what's the status?" calls because clients receive automatic updates.
BenefitsGuide is:
Built on the Salesforce platform (most AMS are standalone systems)
Pre-customized specifically for employee benefits brokers
Fully integrated with 3,000+ Salesforce AppExchange applications
Boutique you work directly with the product team and decision-makers, not a committee or board. That means faster response times, less red tape, and direct access to developers for quick customizations.
Automated Commission Tracking
Built in Project Management
Built in call center-style Tickets application
Full Mobile Access
Key advantages:
Faster response times to feature requests
Less red tape for customizations
Modern, cloud-based architecture that scales
Access to Salesforce's proven ecosystem
Proven, enterprise-grade platform: Salesforce is the most widely adopted CRM architecture in the world
Cloud-based and secure: No servers to maintain, enterprise-level security
Mobile access: All new mobile app built on Salesforce
App ecosystem: Access to 3,000+ business applications
Scalability: Grows with your agency from 1 to 500+ users
Regular updates: Salesforce continuously improves the platform, BenefitsGuide is updated regularly throughout the year.
Brokers typically compare BenefitsGuide to Agency Bloc, BenefitPoint, Zywave, and Applied Epic. Unlike standalone systems like AgencyBloc, BenefitPoint, or Applied Epic, BenefitsGuide is built on Salesforce the most widely adopted CRM platform in the world. That gives you access to 3,000+ business applications, modern mobile access, and enterprise-grade security. We differentiate by being built on Salesforce (rather than standalone), offering deep automation (especially for commissions), bi-directional integrations with Ease and Employee Navigator, and providing direct access to our development team for quick customizations.
Yes. We have many case studies
published here: https://www.benefitsguide.com/case-studies
Following are three examples:
CorpStrat:
25% revenue increase
Reduced account managers by 25% and enrollment specialists by 50% while managing more revenue
Owners' daily putting out fires dropped from 2 hours per day to 2 hours per week
Group Health Solutions (Slate Business Solutions):
50% reduction in putting out fires
New employee training reduced from 3 days to 1
Reduced internal support questions by 5 hours per week
Team members noted: "We've had far more sleep this year"
ThinkTank:
Eliminated excessive Q4 overtime (from 70 hours/week to normal hours)
Streamlined renewal management
Improved compliance tracking
Better claims management through email integration
Immediate (First Month):
Improved task management and visibility
Better client service responsiveness
Organized client information in one place
1-3 Months:
Visible improvements in team efficiency
Reduced time on administrative tasks
Better data accuracy
Improved client communication
3-6 Months:
Notable increase in revenue potential (time freed up for sales)
Improved client retention
Higher employee productivity
Reduced putting out fires
6+ Months:
Operational transformation solidified
Structured, repeatable success
Ability to scale without adding overhead
Click here to schedule a live
demonstration: https://www.benefitsguide.com/schedule-your-demonstration
We'll show you how BenefitsGuide works and answer your specific questions. After the demo, if you decide to move forward:
1. Sign the subscription agreement
2. Schedule implementation calls
3. Document workflows (5 one-hour calls)
4. Data migration
5. Go live (typically 4-6 weeks after signed contract)
6. Begin training (10 half-hour calls over 3-4 weeks)
Yes. We offer live
demonstrations where we show you the system and answer your questions. Click
here to schedule a live demonstration: https://www.benefitsguide.com/schedule-your-demonstration
You can also watch other recorded feature demos on our website.
Typically, you'll want input from:
Agency owner or principal
Operations manager or VP of operations
Account managers who handle renewals
Anyone responsible for commission tracking
IT or technology decision-makers (if applicable)
There is nothing to prepare in advance. Implementation is a series of working calls we document your workflows together and build as we go. No homework required.
Phone: 646-461-3000
Support Email: support@benefitsguide.com
Website: www.benefitsguide.com
Our team is available during standard business hours EST. You can also email support@benefitsguide.com and you'll receive a ticket number immediately with typical 24-48 hour resolution.
No. BenefitsGuide is built specifically for employee benefits brokers. It's not designed for property and casualty insurance.
Yes. You can track individual insurance, Medicare clients, and other lines of insurance within BenefitsGuide.
Contact us at 646-461-3000 or sales@benefitsguide.com. We're happy to answer any questions you have about BenefitsGuide.
Uphill Lane, Woodbury, NY
646-461-3000
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