Creating a Direct-To-Customer Experience
A $4-billion insurance, investment and financial services company represents one of the largest direct-to-consumer supplemental life and health insurance providers in the U.S. The insurer serves 95% of the nation’s credit unions along with nearly 30 million customers across six countries and is continually featured on the Barron’s List of 100 Best Annuities.
The client was experiencing an increase in their customer volume, but their rising costs and growing attrition made it challenging to effectively support the growing demand. In addition, their captive sales centers lacked the necessary innovation for boosting sales and generating faster growth.
Confronted with these challenges, they sought a strategic partner experienced in policy acquisition and customer experience (CX) transformation that could provide comprehensive solutions for their business.
What’s more, they needed a solution with a domain and technology focus to streamline their processes and create a scalable ecosystem capable of innovation without curbing their speed of growth.