The company made poor staffing decisions in some of its key administrative positions. For example, it placed an individual in a human resources/operations role who commonly lied, antagonized staff, and said and did things that warranted legal action. Senior management regularly intervened to address the staff person's incompetence on HR-related matters and poor attitude.
Knowesis eventually outsourced its benefits to a third-party vendor. It was not for the best! Employees then had to call a 1-800 number for questions that it used to be able to get a quick answer in an email. At best, the vendor would take your questions and never get back to you. The vendor's representatives were mostly rude and unfriendly on the call.