Pros
The Medical and Call Center operations were very impressive. They inspired confidence that what was being sold was truly making a difference and saving lives for the clients who used the service. Leaders of the key business units made themselves accessible.
Cons
While the product is "assistance", not "insurance", the client mindset is often the same. Many purchase for an out of sight out of mind, just in case measure. Getting clients to connect to the brand when they haven't had a a cause to use the service was a big problem they were looking to solve. Online monitoring products helped with this - at least giving clients a way to regularly interact with the brand. Up-sells on unused products can be challenging. While medical opps and the sales desk were well oiled, many other internal processes were in development. The culture was against org charts and getting things done internally meant surfing voicemail hell if a new hire didn't quickly click with someone willing to serve as a Sherpa/coach to say whom to go to for what.