Problem BEFORE RELAYTO LHD Benefit Advisors, a leading employee benefits broker in Indiana, was struggling to maintain its market position. Despite serving over 200 clients, their client service model was facing challenges. Slow response times, limited accessibility, and a lack of personalized attention were hindering their ability to meet client needs effectively. With four major competitors vying for the title of "Indiana's largest benefits firm," LHD needed to differentiate itself. The risk was real: potential clients could be swayed by firms that offered superior customer experience. Furthermore, employee disengagement with benefits posed a threat to client satisfaction.