Insurance carriers and their employer customers face two diametrically opposing challenges regarding Web-based employee benefits programs: online benefits programs that are rarely used or those that are accessed too frequently.Specifically, if a majority of employees aren't sold on the virtues of accessing benefits information via the Internet, the return on investment for the program's sponsors can be delayed or vastly reduced.

On the other hand, if a large number of employees opt to participate, the program has to be supported by technology that can handle a high volume of requests-often simultaneously. Nowhere is that more true than during open enrollment, which places a heavy strain both on a carrier and a corporate administrative staff.

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