Customer Experience

Helping customers navigate their benefits with confidence and ease

FedPoint combines human-centered design, intuitive digital tools, and data-driven insights to strengthen every customer interaction across the benefits lifecycle. The outcome is a smooth, supportive experience that maximizes value and boosts satisfaction.

Built around the people we serve

The experience is fueled by one simple goal: to make complex benefits easy to understand and simple to navigate from start to finish. We deliver great experiences for the people who rely on the benefits we administer, and great outcomes for the agencies and insurers who provide them.

For enrollees

  • make benefits clear and approachable through plain-language communication across their preferred channels
  • create a cohesive journey—from education to enrollment, payments, and customer service—using dynamic process design, data insights, and smart integrations that personalize each interaction and support informed decision-making
  • ensure compassionate, knowledgeable support from trained service representatives

For business partners & clients

  • Foster transparent partnerships through proactive communication and timely, dependable support
  • align each program’s brand, voice, and tone across every touchpoint, whether using humans or AI agents
  • act as a trusted advisor and steward for each benefit program

Our approach

We use a robust, multisource feedback loop to monitor program performance, uncover improvement opportunities, and ensure our solutions evolve with client priorities to provide an optimal customer experience.

Voice of the customer

Regular enrollee and partner surveys, along with sentiment tracking, give us a clear picture of emerging needs and help us identify actionable improvements.

Direct insights

Frontline service representatives provide recommendations that inform updates to processes, communications, and training.

Behavior analytics

AI-powered call disposition and web engagement monitoring tools allow us to adjust content and design for clearer navigation.

A customer service representative smiles and listens to a call on a headset, while looking at a monitor.

97%+

Contact support center satisfaction

Average annual scores

Looking down at an employee sitting at his desk using a desktop keyboard and large computer monitor and an open laptop.

98%+

Website visitor satisfaction

Average annual scores

AI-derived insights

Our Customer Experience Transformation (CXT) solution uses AI-assisted topic and trend analysis to quickly identify customer pain points and opportunities for improving communications, processes, and training.

Using AI tools in our call centers helps us refine IVR scripting, enhance agent training, and update content based on real patterns, so every interaction improves over time.

How We use AI Insights

Partner with us

Take advantage of our established fed-ready operations and marketplace platform, FedPointOne. Together, we can leverage our capabilities and deliver even better value to future clients and the federal government.

contact us
contract vehicles
Reimagining the Federal Benefits Experience with Intelligent, AI-Powered Insight

Reimagining the Federal Benefits Experience with Intelligent, AI-Powered Insight

How FedPoint's uses AI to anticipate customer needs, simplify complexity and improve outcomes across channels.

FedPoint Wins Three Stevie Awards for Sales and Customer Service

FedPoint Wins Three Stevie Awards for Sales and Customer Service

Portsmouth, NH (March 19, 2025)—Federal benefits administrator and marketplace operator FedPoint® announces that it has won three 2025 Stevie Awards for Sales & Customer Service, each in the Customer Service…

Our Solutions
Decision Support Tools

Decision Support Tools

We design and deliver customized decision-support tools that simplify plan selection across every program, product, and marketplace, helping millions of individuals make confident, informed benefits decisions.

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Cron Event Statistics

Total Events

Core Events

Custom Events

Doing Cron

Next Event

Current Time
23 4 19 No 2026-05-19 16:08:37
1779206917
20 seconds 		16:08:17

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2026-05-19 16:08:37
1779206917
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15m
0.25h		No Args
2026-05-19 16:10:00
1779207000
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5m
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2026-05-19 16:30:51
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1440m
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Core Events

Cron Events Listing
Next Execution Hook Interval Hook Interval Value Args
2026-05-20 00:30:51
1779237051
8 hours 		wp_version_checktwicedaily43200s
720m
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2026-05-20 12:53:36
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21 hours 		wp_scheduled_deletedaily86400s
1440m
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