Transition to virtual concierge drives 482% higher engagement and saves employees 10,405 hours

The background:

One of the nation’s largest insurance providers launched its concierge program in 2014 to support U.S. benefit-eligible employees and its Board of Directors. The model relied on a Boston-based account manager, two off-site concierges and pooled virtual support, with capacity to handle approximately 675 requests per month.

Over time, however, actual engagement remained limited. Historical program data showed that just 987 total requests were completed in 2024 using this model. As the workforce was shifting to a hybrid environment, leadership recognized the need for a more scalable, accessible solution designed for how employees work today.

The Circles solution:

Circles shifted the program from a primarily on-site model to a fully virtual concierge program, capable of supporting all benefit-eligible U.S. employees, whether they work in a corporate office or remotely. The program runs 24/7/365, ensuring no employee is left without support regardless of time zone or schedule. The full program includes:

• A personalized web and mobile experience, supported around the clock by Circles work-life balance advocates
• Virtual concierge services that cover travel planning, dining reservations, entertainment, shopping assistance and more
• Enterprise-wide access across the organization, ensuring all employees receive the same high-quality concierge support
• Seamless request management via online portal, email, phone or app

Our personalized service delivery and deep expertise in work-life support helped employees engage with the program far beyond prior usage.

The outcome:

Circles completed 5,741 requests in the first year, 9.5% above projections and achieved an “excellent” employee Net Promoter Score (NPS). Program successes include:

• 482% increase in usage (requests) compared to the prior annual total
• 10,405 hours were saved in year one, helping employees stay focused and supported at work
• 84% of employees reported feeling valued as a result of having Circles concierge available to support them

"This service was invaluable in helping us set up our event.  I simply gave them the parameters, and they came back with options, and completed the ground work for us and put us in touch with the representatives from the venues."

— Employee