We used to manage all our retirement plans, including 403b accounts which we had with an outside administrator who could not handle them for us (lack of expertise).
The website makes it very easy for any employee in your organization to set up their account online so that you can see what they are doing - even if this person isn't logged into web access but instead has just printed off some reports or filled out a simple form. When someone was having trouble setting something up for one month prior I would have a difficult time figuring out why because there were no error messages! In other words, when things went wrong my team did NOT get help solving problems like usual. It's been easier than ever before for employees to do their own paperwork without needing assistance from HR personnel.