The background:
A benefits broker representing a leading pharmaceutical and biotechnology company approached Circles with an urgent and complex request: support a group of 40 research and development employees working 16–18-hour days in a high-pressure environment during a major vaccine rollout. These employees had little to no time to manage everyday personal responsibilities — a reality that was impacting morale and focus.
The biotech company had been offering errand-running services at one Boston location, but the vendor was limited to handling only pre-purchased items. As a result, the solution fell short of meeting employees’ real-time needs, and satisfaction remained mixed.
The Circles solution:
Thanks to a strong track record, the broker once again partnered with Circles to deliver a more comprehensive, flexible and scalable support solution — one designed not only for employees but also their spouses and significant others. Plus, the new offering would be extended to four key U.S. locations across the Northeast and Pacific Northwest, where demand for work-life balance solutions was growing rapidly.
First, Circles launched a two-week pilot program in close collaboration with the broker. Five users were selected to test the enhanced offering prior to full roll-out — including two HR team members and three heavy users familiar with concierge services. The test would ensure services would meet the expectations of both employees and stakeholders alike. The pilot was a resounding success, completing 10 errands and receiving glowing feedback.
Following the successful pilot, Circles and the broker jointly presented the program to the client’s senior leadership team. The proposal was approved for a national launch, with services supporting all 3,000 U.S.-based employees, both on-site and remote.
The full program included:
The broker remained involved throughout implementation, attending weekly meetings and helping refine communications for the hybrid workforce. Their ongoing support was instrumental in driving early adoption, long-term engagement and stakeholder alignment.
The outcome:
For Circles, the engagement provided a unique opportunity to deliver high-impact services at scale in a mission-critical, high-pressure environment. For the broker, it validated their role as a strategic partner capable of delivering cost-effective, human-centered solutions. And for the client, it brought much-needed relief to a workforce under extraordinary pressure — supporting productivity, morale and overall well-being.
The impact was immediate and sustained:
From the initial pilot to full national rollout, the program helped employees reclaim time and reduce stress — proving that personalized work-life balance solutions are not only appreciated, but essential during high-stakes periods of innovation and growth.
