Webflow Overhauls Pre-Tax Administration by Switching From a Legacy Vendor to a Modern Solution

Background

Webflow, a leading website experience platform, manages a fully remote global team of 600+ employees across 18 countries. As the company grew, it faced increasing administrative challenges with its previous legacy pre-tax benefits vendor. The company sought a solution that could match their innovative spirit—one offering responsive support, adaptable features, and an intuitive interface that would drive meaningful employee engagement and satisfaction.

Navigating a legacy vendor with an inconsistent user experience

“Having a dedicated support contact during and after implementation made onboarding Benepass so much easier than our previous solution.” - Michelle Vieira, Senior Manager of People Technology

The biggest challenge Webflow’s previous pre-tax vendor presented was the inconsistent customer support for admins and employees, along with an unpredictable claims approval process. The employee experience declined as employees spent a lot of time fighting claims and following up on tickets, which were sometimes never answered or resolved. 

“We saw inconsistent claim outcomes and slow response times, which made it hard for employees to confidently use their benefits,” said Michelle Vieira, Senior Manager of People Technology.

Eliminating manual workarounds with flexible technology

Webflow also faced significant customization challenges with their previous vendor. One of the biggest issues was the inability to properly handle and display employer contributions for accounts like HSAs. The previous system struggled to reflect employer contributions that varied based on employee coverage status (e.g., employee-only vs. employee plus dependents). It lacked the flexibility to incorporate custom inputs, relying solely on deduction codes, which limited Webflow’s ability to capture and display accurate contribution data. This forced the benefits team to manually add these contributions, creating considerable administrative overhead.

Benepass solved these issues by allowing Webflow to create custom inputs with the desired values, properly reflecting employer contributions in employee plans. This flexibility also supported their transition from upfront HSA seeding to per-payroll contributions shortly after moving to Benepass, reducing manual work and improving data accuracy.

Transitioning to a modern, user-friendly pre-tax experience

“With previous vendors, it was taking employees a lot of time to utilize their benefits, and this caused frustration. We wanted to make sure we found a partner that could be a true partner to us and to our employees and had quick response times and accurate responses.” - Michelle Vieira, Senior Manager of People Technology

As Webflow evaluated vendors, they had three priorities in mind: 

1. The team wanted to improve the employee experience, as their previous vendor made it difficult for employees to utilize their benefits without administrative frustrations. It was important to ensure that their next vendor would be a true partner to admins and employees and resolve issues more quickly and accurately. 
2. Data integrity was important to the team, which meant partnering with a vendor with seamless integrations, smooth implementation, and a comprehensive dashboard that administrators could use to monitor their programs and self-serve when they need to answer employee questions or audit their data. 
3. Cost and ROI were a factor, and the team was looking for a vendor that provided the best value for their investment. They were thinking not only about the vendor’s costs but also about the ROI from an administrative perspective and were prioritizing the ability to reduce administrative burden, simplify benefits administration, and provide more peace of mind to the total rewards team. 

The Webflow team sought recommendations from their benefits brokerage and peers, evaluating a handful of vendors before deciding that Benepass met their requirements for administration of their Health Savings Account (HSA), Health Care Flexible Spending Account (HCFSA), Dependent Care Flexible Spending Account (DCFSA), and COBRA coverage. Michelle noted three things in particular that stood out to the team during the selection process:

1. Dedicated implementation support. Benepass provided the Webflow team with an implementation manager and customer engineer, who kicked off the process with a defined project plan and were instrumental in ensuring a smooth transition. “This is not super common for benefits implementations, at least in my experience,” Michelle said. “Our implementation manager was checking in on a weekly basis with status updates tracking the various work streams, and having a benefits team that was new to Webflow, we really needed that support to make sure we got off the ground successfully.” 
2. Proprietary technology. Benepass owns the technology infrastructure—including a double-entry accounting ledger, card decisioning technology, and data integrations layer—that powers a flexible, user-friendly benefits experience and makes implementation, delivery, and reporting easier. This was a stark contrast to the pre-tax vendors Michelle and her team had worked with in the past who white-labeled their software. “If you have questions about why a claim was denied, it takes three levels to go through because it’s actually another company doing the administration and running the backend software,” she said. Additionally, Benepass’s Workday integration was non-negotiable for the team so they wouldn’t have to resort to manual workarounds. 
3. COBRA administration. Benepass helps companies like Webflow offer COBRA in partnership with PeakOne. The partnership was attractive to the Webflow team for its enhanced participant experience, dedicated COBRA support, emphasis on compliance and security, and open enrollment support. 

Want to hear it firsthand? Catch the full story in our recorded webinar, where Michelle joined us to break down how Webflow transformed its benefits experience with Benepass and Workday.

Embracing benefits that are delivered without a hitch

“We never want any implementation to be noisy. If it happens and people don’t even realize that it happened, that’s the biggest success.” - Michelle Vieira, Senior Manager of People Technology

For Michelle and her team, a lack of “noise” surrounding their benefits delivery have been the biggest indicators of success. Switching from their previous legacy vendor to Benepass transformed their pre-tax program from an inconsistent, confusing burdensome process to a streamlined, intuitive experience for both admins and employees. Employees are submitting fewer support tickets, and Michelle went from discussing issues in every meeting with her benefits team to allowing Benepass to run in the background without much intervention. 

“Not having it come up every single week is a huge benefit so we can focus on other things that are high priority,” Michelle said. “The fact that we know the benefits are getting used and we’re not inundated with questions and complaints from people who can’t get their claims approved and can’t physically use the benefits they’re contributing to is huge because it really was a prime topic of conversation last year.”  

The results with Benepass have elevated Webflow’s benefits experience across key metrics:

• 100% CSAT score, reflecting complete employee satisfaction with their benefits experience
• 72% first-touch resolution rate, eliminating the repetitive support tickets that previously consumed Webflow’s benefits team
• 80% of spending on card, demonstrating employees are confidently utilizing their benefits without friction
• Dedicated account management and faster response times for employee questions
• Comprehensive reporting and Workday integration that streamlines administration
• Significant time and money saved through automation and improved processes

These results prove that the right benefits technology can deliver exceptional experiences at scale while allowing HR teams to focus on strategic priorities rather than administrative troubleshooting.

Key results

“Since administering benefits with Benepass, our employees have been much happier with very few support tickets being needed.” - Michelle Vieira, Manager of People Technology

• Improved employee experience: With 80% of benefit spending happening on card, Webflow employees are confidently using their accounts without friction, leading to a 100% CSAT score and significantly fewer support tickets.
• Streamlined benefits administration: Benepass’s flexible platform eliminated manual workarounds for displaying employer contributions, automated data integrations, and improved data accuracy, freeing up HR teams to focus on strategic priorities.
• Increased confidence in benefit usage: A smoother claims process, reliable card functionality, and intuitive platform design have made it easier for employees to access and use their benefits without confusion, delays, or frequent support requests.
• Dedicated account management and support: Benepass provided the Webflow team with a dedicated implementation manager, customer engineer, and account manager to help them successfully transition their programs and ensure their ongoing success.