Case Study

Customer Spotlight: Gusto Partners with Elevate to Expand Consumer Benefit Account Products

Gusto helps more than 400,000 small and mid-sized businesses take care of their teams by simplifying payroll, benefits, HR, and compliance.

Gusto helps more than 400,000 small and mid-sized businesses take care of their teams by simplifying payroll, benefits, HR, and compliance. Its single, integrated platform simplifies employee benefits from health insurance to 401(k) plans. The company is regularly recognized for technology achievements, customer rankings, and growth milestones.

Challenge

Recognizing the importance of providing an exceptional user experience across all of its product suite, Gusto made a strategic decision to enhance its consumer benefit account solutions, including health savings accounts (HSAs), flexible spending accounts (FSAs) and commuter benefits. This involved a deliberate reassessment of the technology supporting these accounts. Gusto sought a solution that could scale with future growth, was aligned with Gusto’s modern tech systems, and offered embedded automations.

Solution

Gusto selected Elevate as its new technology partner because of Elevate's ability to showcase the Gusto brand across its solutions, as well as Elevate's embedded automations, API-first model, modern technology, and flexibility for future growth and expansion.

Additionally, Gusto appreciated the Elevate user experience, which matched the modern, user-friendly approach central to Gusto's primary solutions, including:

Instant claim approvals
Same-day reimbursements
Unified user experience with API-driven integration into Gusto’s platform

The decision to partner with Elevate was driven by our commitment to deliver the best possible experience for our small business customers. Elevate's technology allows us to streamline our consumer account offerings, so our customers can enroll in, manage, and use these tax advantaged accounts with ease. We're excited about the initial results and the possibilities this partnership unlocks, further enabling Gusto to be a leading comprehensive benefits solution for small businesses and their teams.

Julia Miller, General Manager and Head of Benefits at Gusto

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Implementation

To migrate Gusto's existing customer accounts to an upgraded solution, Elevate dedicated a team of experts to guide the transition and the integration. During the implementation period, Elevate led the project teams with detailed timelines, updates, and a collaborative approach to meet critical milestones.

Product Solutions

Elevate created a solution that reflects Gusto's unique, bold brand and is carried through to all customer touchpoints: web portals, mobile app, debit cards, and communications. Elevate also built APIs for streamlined plan setup, onboarding, and enrollment, drastically improving Gusto's scalability and speed.

Results

By partnering with Elevate, Gusto can confidently offer consumer accounts to its benefits account customers and their employees. In addition, tasks that previously needed manual processing, like client onboarding, funding, enrollment, and claims processing, are now reduced, freeing Gusto's operational teams to tackle other priorities.

Elevate's integration of Gusto's bold brand across the solution reinforces the consistency of the product to clients. Additionally, Gusto now has deeper access to data, reporting, and analytics, allowing Gusto more strategic insights into ways of further improving how they support their customers’ needs.

Since the integration with Elevate, Gusto has seen:

26% reduction in questions per customer
57% increase in customer likelihood to recommend Gusto products and services
51% increase in customer satisfaction

Working with Gusto has been an incredible opportunity for us to demonstrate the full capabilities of the Elevate platform. We're proud to provide a solution that not only meets Gusto's current needs but also provides a strong foundation for future growth and innovation. Our collaboration with Gusto shows how advanced technology and a shared vision for excellence can drive remarkable outcomes.

Brian Cosgray, CEO and Co-founder of Elevate

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26%

reduction in questions per customer

57%

increase in customer likelihood to recommend Gusto products and services

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51%

increase in customer satisfaction

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