Advances in 401(k) Administration

An East Coast industrial research organization needed help profiling major players in the 401(k) processing industry. BR&C Inc. was engaged to develop research and analysis on record-keeping and administrative services provided to mid- and large-size corporations. By talking to customers and the providers themselves, BR&C developed information on call-center operations; products and services, especially pre-enrollment campaigns; pricing approach; positioning and strategy, including competitive advantages and messages; technological capabilities; and capital investment, especially with regard to Internet interactivity and the growth of e-business. Our client was able to use our findings to establish a competitive track for industry innovation and growth over several years.

Prospects for Web-based Services

A tax-advisory study group was examining the degree to which tax compliance and consulting services were being shifted to the Internet. BR&C was retained to identify and analyze the leading online tax offerings, their market penetration and interactive capabilities. We developed information on the emerging providers of technology and content, the prospects of new media - such as web-casting and video streaming - to enhance connectivity and collaboration, and the potential of online tax services to offer continuing professional education credits. Most importantly, we produced findings on the types of online tax offerings most likely to raise revenue for providers and add value for customers. Our analysis allowed the study group to identify those elements of traditional tax services most suited for conversion into e-businesses, and evaluate potential opportunities the transition is likely to create.

Retirement Plan Conversions

BR&C Inc. was engaged to research the evolution of conversion practices followed by corporations when they change administrators for their 401(k) or other defined-contribution retirement plans. The goal was to identify the new demands and shifting responsibilities stemming from new technology and changing customer expectations. We researched a half-dozen leading providers and their clients to learn about client responsibilities during the conversion process, provider service and timing guarantees, use of Internet technology now and in the future, and new options to ease the handling of routine but sensitive payroll data. Our findings revealed how competitive pressures and new methods are changing a hidden but complex function that is often taken for granted.

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