Case Study

Reigniting Growth: Transforming the Customer Experience for Increased Revenue

challenge

Customer Attrition Due to a Poor Experience

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.

solution

Modernized UI/UX, Backend API Integrations

In order to stop customer attrition for our client, we needed to improve the customer experience by customizing payroll input files to match customer payroll system output. This would create a seamless experience with improved usability for payroll preparation, upload, entry, validation and funding. We quickly scaled an multidisciplinary scrum team to modernize the UI and create backend services for better communication between the payroll system’s input and output.

results

More Efficient Submission Process, Increase in Customers and Revenue)

Our modernization efforts and API integrations decreased the customer payroll submission process from over 20 minutes to less than one minute – a 95% time improvement! The new payroll system pilot programs put a stop to customer attrition and led to an over 10% increase in new customers throughout the following year, bringing in additional revenue. By integrating QA within the scrum team, it created higher quality results, with fewer defects found in user acceptance testing and production use.

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