A broker’s guide to navigating vendor transitions with clarity and confidence
Not all Employee Assistance Programs (EAPs) are created equal. And not all of them evolve with the needs of today’s workforce. When clients are underwhelmed by their EAP’s performance—or unsure if it’s doing enough—it may be time to consider a change.
As a broker, your role is to help clients assess performance objectively, spot the signs of stagnation, and guide a smooth, strategic transition to a higher-impact solution.
Signs It’s Time to Switch EAP Vendors
- Flat or Declining Utilization
Less than 3–5% engagement year over year with no new efforts to boost visibility. - Lack of Digital Access
No mobile app, text/chat options, or virtual-first approach. - Generic, One-Size-Fits-All Services
No customization, poor cultural fit, or minimal support beyond short-term counseling. - Delayed Response Times
Difficulty accessing care quickly or long waits for provider appointments. - Minimal Manager Support
No manager training, consultation, or referral tools offered. - Inadequate Reporting
No actionable data, no engagement trends, and no alignment with business goals. - Lack of Proactive Communication
No toolkits, calendar-based promotions, or year-round engagement strategy.
Questions to Ask Before Recommending a Switch
- What are our engagement goals—and is the current EAP helping us meet them?
- Have employees or managers shared feedback (positive or negative)?
- Are we spending money on a benefit most people don’t know exists?
- Does the vendor feel like a partner—or just a vendor?
- Has the EAP kept up with technology, access needs, and changing workplace expectations?
- Are we confident the current provider is equipped for crisis, DEI alignment, and organizational change?
How to Guide a Vendor Transition—Tactfully
- Frame It as a Strategic Refresh
→ “Let’s revisit the EAP to ensure it still meets your workforce’s needs today.” - Provide Benchmark Data
→ Compare utilization, digital features, or satisfaction scores to industry norms. - Present Multiple Options
→ Offer at least two modern providers with a side-by-side comparison. - Outline Transition Support
→ Include timelines, communication plans, and rollout resources to reduce friction. - Bring the EAP into the Bigger Picture
→ Show how the right EAP supports talent retention, DEI, crisis readiness, and culture—not just compliance.
Final Word for Brokers
An EAP should be more than a benefit—it should be a strategic asset. If it’s not delivering value, relevance, or results, it’s time to rethink the partnership. With the right process and language, you can lead clients through a change that creates better outcomes for everyone.