Reigniting Growth: Transforming the Customer Experience for Increased Revenue

Having lost 13% of their 401(k) plan customers in one year and not gaining any new customers the following year, our client, a commercial and small business insurance company needed a complete overhaul of their 401(k)-payroll benefits portal. Payroll submissions and corrections averaged in excess of 20 minutes to upload a single Excel payroll file through the current system. To make matters worse, our client was averaging over 250 help desk calls per week solely for payroll-related issues. Customers also complained of a poor user interface (UI), with the current process leading to unclear terminology and many error messages. Additionally, our client was lacking quality assurance in their development process, further compounding customer experience issues. They needed a partner with experience enhancing digital products who could also provide thought leadership to their internal development team. Without these much-needed enhancements, our client would likely continue losing customers.