Businessolver® Client Newsletter
02/17/2026
Featured: Sofia’s Promotion: Bringing AI to All Aspects of HR
Your sneak peek at the next evolution of AI in HR and benefits
Join us on Thurs., Feb. 26, at 11 a.m. CT in The Learning Hub for our annual Sofia session. We’ll kick things off with a quick refresher on today’s Sofia capabilities, then dive into what’s next—smarter visibility into your population, sharper guidance for employees, and more proactive AI support across your entire benefits ecosystem.
We’ll also show how Sofia is quietly doing more behind the scenes to help your employees, HR teams, and partners get what they need faster.
If you’re looking to understand where AI in benefits is headed and how to prepare your organization, this is the session to attend.
Product News: ServiceNow Will Improve Your Support Experience
A quick overview of upcoming enhancements to approvals and support
On March 2, we’re moving key client support processes into ServiceNow to make communication faster, clearer, and more consistent.
What’s changing?
You’ll now receive Work Request approval emails directly from ServiceNow. Upon receiving an email from ServiceNow, simply click Approve or Reject, and an email draft will open. Then, all you have to do is hit send. You will no longer approve requests in Benefitsolver → Discovery; all approvals will flow through ServiceNow.
Additionally, any email sent to your designated support inboxes (e.g., clientname@businessolver.com or clientnameEDI@businessolver.com) will now automatically create a ServiceNow case. Before a case is closed, you’ll have the chance to Accept or Deny the proposed solution to ensure your needs are met via an email.
What is the impact? And what does this mean for you?
In short, ServiceNow will streamline your experience with faster approvals, clearer tracking, and more coordinated support. Approvals will come directly through email, support messages will automatically create trackable cases, and you’ll have the opportunity to confirm solutions before anything is closed.
Your full service team will have unified visibility—reducing CCs and extra email traffic—while standardized processes deliver more consistent, reliable service. And as we continue to build on this platform, you’ll gain even greater transparency through our upcoming client portal, slated for early 2027.
Email allowlisting: For clients with stricter requirements
Clients with stricter email‑security requirements may need to update their allowlisting rules. Most clients will not need to take any action; however, organizations that rely on IP‑based allowlisting should allowlist ServiceNow’s SPF records to ensure consistent delivery.
ServiceNow recommends including all three, as IPs can shift during outages or failover events:
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b.spf.service-now.com – Canada data centers
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c.spf.service-now.com – US/Europe data centers
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d.spf.service-now.com – All other data centers
Inside the Strategic Communications & Insights Agency
Creative, data‑driven communication built for today’s workforce
Clear, effective benefits communication is more essential—and more challenging—than ever. Employees are inundated with information, and even the strongest programs can be overlooked without thoughtful, strategic messaging.
That’s where our Strategic Communications & Insights Agency (formerly called the “CX” team) comes in. As Businessolver’s in-house writers, designers, and data strategists, they transform complex benefits details into simple, engaging content employees actually understand.
Blending creative storytelling with behavioral insights and data informed planning, the agency supports everything from annual enrollment to year round education—ensuring every message is clear, accessible, and empathetic.
Whether you’re introducing a new benefit or strengthening ongoing outreach, the Strategic Communications & Insights Agency helps employees connect with the resources that matter most.
Want to learn more?
Watch Madicyn Maines, Senior Director of the Communication and Insights Agency, explain how her team partners with organizations to elevate benefits engagement and deliver communication that truly connects with employees.
Plus, register for our March Roundtable, Moving from Engagement to Anticipation – How Analytics & Communications Work Together, to hear directly from The Agency and one of your client peers.
What’s New in Compliance?
Employee Benefits Security Administration (EBSA) issues proposed rule for Pharmacy Benefit Manager (PBM) transparency
EBSA has issued a Proposed Rule for PBM fee disclosure and transparency. The proposed rule would require PBM and affiliated service providers to disclose compensation information to fiduciaries of self-insured group health plans subject to the Employee Retirement Income Security Act (ERISA), bringing increased transparency into the compensation that is generated by the fiduciary’s service contracts with such firms.
Review the proposed rule for further detail.
The Federal Trade Commission (FTC) and Express Scripts reach drug costs lawsuit settlement
The FTC and Express Scripts have reached a settlement in a lawsuit aimed at driving key business changes within Express Scripts tied to the pricing of prescription drugs, and specifically addressing the fees charged for insulin. The settlement incorporates multiple mandated business changes within Express Scripts—set to go into effect over the next few years.
The PBM landscape is changing, with a strong push for reforms in pricing and transparency. Employers should review the changes included in this recent settlement.
Check out the full settlement agreement and the FTC announcement to learn more.
Inside the Partnership of Businessolver + BenX
Join us today at 11 a.m. for a roundtable replay in The Learning Hub
At today’s roundtable, we’ll take an inside look at how Businessolver and Aon built BenX to better serve both employees and employers.
Employees are seeking stability, choice, and financial confidence, while employers need simpler administration and smarter ways to manage budgets.
BenX brings those needs together. It streamlines benefits management and gives employees a personalized marketplace of medical, dental, and other carrier plans. The result: more flexibility for employees and greater efficiency and savings for employers compared to traditional onesizefitsall models.
Join us today
