Velcro USA Inc. 95 Sundial Avenue Manchester, NH 03103 USA Tel: (+1) 603 669 4880 and educate you on the latest and greatest trends we are seeing in the industry. The Service Calendar will include, among other things, monthly claims reporting, pre-renewal and renewal meetings, training (if requested), a compliance review and wellness assessment. Subject Matter Experts | EBS will introduce the appropriate EBS subject matter expert throughout the year depending on what goal related item we are working on. Aside from your day-to-day service team, you will also have direct access to our in-house subject matter experts in the areas of compliance, wellness, HR technology and employee communications. These resources are available at a moment’s notice to help any EBS client achieve their long-term goals. 21. Do you have a process in place for tracking communication between you and your client? EBS utilizes a customer relationship management system called Brokerage Builder. One of the many capabilities Brokerage Builder provides our service teams with is the ability to store all communications, written and oral, with our clients and vendors. This gives us the ability to refer to past correspondence when needed. 22. How do you manage vendor relationships? EBS manages vendor relationships in a couple of different ways. Through our daily interactions with our vendors, we are able to build relationships with these vendors that allow us to stay up to date on the latest trends and product offerings, create acceptable working conditions, and identify strengths and weaknesses of the vendors. All observations and developments are shared with our team at each EBS monthly team meeting. In addition, EBS’ Senior Vice President of Operations, Jim Stott, is responsible for vendor management. Jim is the contact for all existing and new vendors we work with and meets with all vendors to determine if they are a good fit for EBS our clients, and to educate the team on their capabilities. Part of Jim’s duties (along with the Senior Partner) are to educate the team on new products/services and intervene in situations where a client of EBS is not receiving the level of service we feel they should be. EBS has a long-standing working relationship with virtually all major national and regional insurance carriers. In the case of a small regional vendor or carrier, EBS would lean upon our local UBA partner for influence and guidance. UBA also sponsors monthly calls with national insurance carriers for updates to their product offerings. 23. In your opinion, what are the two major challenges companies our size face and how will your firm help meet these challenges? While we acknowledge that each client’s specific challenges are unique, we think the primary challenges for an employer like Velcro are: • Containing healthcare cost increases • Leave Management (Sick Leave, FMLA and LTD) Healthcare Costs | EBS is highly effective at helping clients meet corporate business objectives and health and welfare cost targets. We rely on a combination of creative plan designs, proprietary benchmarking data, unique tools, underwriting expertise, and strong payer negotiating experience to deliver the most cost-effective solutions for our clients. We leverage provider payment methodology expertise to further analyze possible solutions, so our clients are receiving cutting edge information upon which to make decisions. In addition, we can leverage advantaged vendor pricing through our United Benefits Advisors (UBA) partnership. We will also review and determine the feasibility and effects of “carve-out” programs such as Behavior Management and Prescription Drugs. Over the past several 13