Very easy to use with a massive amount of improvement since we started over 2 years ago. They are big enough to tackle the big stuff and small enough to truly care about their customers who are first and format the advisors who lever their platform to better serve clients. Veer Gidwany actually presented my renewal to me and always responds to anything I have ever sent.
Like any software or system that you don't use everyday there are always going to be questions, even on the basics. This is where Maxwell is by far the best SaaS I have ever used. Not just the best benefit admin platform, not just the best looking, not just the most intuitive shopping experience. My account executive Corey treats me like I am her only broker and I know I am her smallest. the Implementation Team is amazing and provides on the spot chat or lightning fast follow-up. When you get to a randomly assigned person you feel like you have had a relationship with them for your entire career. Ted and Laura on the Marketplace team bring great solutions and also do a great job of being the intermeidaries between the producer the the MP partner. As an old group rep from the 1990's I really appreciate what they bring to the table because any of the MP partners are quality carriers but what makes you choose one over the other (I love Guardian and especially with Benefit Center) is service which is primarily delivered by the MP team - at least for me.
In short, this is a very mature company that is as innovative as a start-up and as customer focussed as the best in any business segment.
We are a boutique firm, ok small, and this was a huge investment for us. It is still a major expense and we underutilize it (my fault) so that makes it even more apparent in the Liabilities line. That said, when i brought this up to Veer (CEO/Co-Founder) he made it much easier for me to afford to continue while not going against their own interests. A true win-win that had $$ at the core but mostly showed the essence of the Maxwell organization. Loyalty begets loyalty.
We use this for automation and starting to get better at leveraging for compliance management. The best way to have the platform pay for itself is to lever the marketplace offerings that allow you to bring new voluntary benefits to your clients. We have grow that side of our business and will be close to a breakeven in a few more groups. The biggest benefit is when I see that our SMB client base can take their HR team and have them work on projects that actually improve their business instead of pushing paper around.