Insights from an independent adviser with no platform to sell
Employee benefits platforms have become a core part of the modern HR tech stack. With workforces used to digital experiences and organisations seeking better administration and engagement. It is therefore no surprise that the market is overflowing with options that all sound similar on paper.
But behind the glossy demos not all platforms deliver the same value. And because many consultancy firms now sell or promote their own technology, HR leaders can sometimes find themselves navigating biased advice.
As an independent advisory firm without a platform to push, we spend a lot of time helping HR teams cut through the noise. Based on that experience, here are the essential questions HR leaders should be asking before making any investment.
What problem are you really trying to solve?
Before looking at features we always start with purpose. Common goals:
- Drive employee engagement
- Reduce administration
- Improve data reporting
- Support global benefits governance
- Offer employees choice
Many companies end up over‑paying for functionality they do not need or choosing a system that looks impressive but doesn’t solve the real pain points. A good provider will help you clarify the “why” before pushing the “what.”
Will employees actually engage with it?
A benefits platform only succeeds if employees use it regularly, not once a year at renewal time. Look for:
- A mobile‑first interface
- Clear benefit summaries, not jargon
- Personalised dashboards
- Simple enrolment journeys
- Rewards or budgets to use
- Simple calls to action or nudges
How well does it integrate with your HRIS and payroll?
This is often where platforms over‑promise and under‑deliver. Ask:
- What HRIS integrations are available?
- Is there some form of direct link (API), or manual uploads?
- How often does data sync (real‑time vs overnight batch)?
- Can the platform support complex pay structures or multiple payrolls?
A flashy portal becomes a burden if HR must manually correct data every month.
Is the platform vendor also your consultancy provider?
This is where conflicts of interest can creep in. Many providers bundle technology with consultancy or broking services because it locks clients in. That has two implications:
1. Platform quality isn’t always the priority. Increasing revenue is.
2. You may struggle to switch away later because everything is tied together.
As an independent adviser, we regularly see clients who want to change their consultancy support due to service but feel stuck because their benefits tech sits with the same provider.
What is the total cost?
Pricing models vary (price per employee per month, implementation costs, ongoing platform costs etc). It is more often the case that the option you are looking for is a bolt on that increases the price. Understanding what is available within your package and make sure it is tied back to your goals is imperative.
Ask for a transparent 3–5-year cost projection, itemised implementation costs and any additional fees for different options.
How much configuration versus customisation is possible?
Platforms typically fall into two camps:
- Configuration‑led: Faster to implement, lower cost, limited custom journeys.
- Customisation‑led: Tailored to your processes, more flexible, longer timelines and higher cost
Work out which one fits your organisation’s needs and internal resources before approaching a full suite of vendors.
What does ongoing support look like?
This is often the biggest pain point we hear from HR teams. Vendors can be guilty of overpromising and under delivering. It is worth asking:
- Is support included in the licence fee?
- Do you get a named account manager?
- What is the average response time?
- Who handles escalations?
- Is there out‑of‑hours or peak‑renewal support?
Some platforms are intuitive and easy to use but most are only as good as the team supporting it.
What analytics and insights will you get?
We suggest working out what good looks like before you start and what metrics will support that. Look for:
- Real‑time participation data
- Claims or usage insights from providers (where possible)
- Employee sentiment or engagement metrics
- Cost projections
- Dashboards HR can export from
Data is one of the biggest value drivers so make sure the outputs go beyond simple uptake numbers and can help you report return on investment internally.
Is the platform flexible enough for the future?
All platforms talk about innovation, but few deliver consistently. It is worth asking for their roadmap and the updates they have shipped in recent years. You will also need to think ahead to where your business is going and make sure your platform can adjust quickly.
I have spoken to many HR leaders who have been left with clunky systems, long contracts and a whole load of administrative pain so choose a platform that won’t need replacing in two years. There are also new platforms that compete with traditional platforms, offering a wider range of choice for everyday wellbeing and benefits, rather than traditional core products, which could represent a better value for money for the right employer.
Final Thoughts
Selecting a benefits platform is a strategic decision, not a commodity purchase. With so many providers bundling their tech with consultancy or broking, there is real value in stepping back and getting guidance from someone who is not selling a system.
At Wingate, we choose to remain independent in the benefits technology market, rather than developing and selling our own platform. This approach allows us to provide objective guidance and help our clients identify the solution that is genuinely right for their organisation, without the influence of sales targets or the need to promote our own system. Once the most suitable platform has been selected, we continue to support its implementation and management, ensuring it remains the best fit as needs evolve and new solutions enter the market.
If you would like to arrange a call, please feel free to reach out to the team at Wingate on 01883 332260 or at info@wbs.e-innovate.dev.
