Our client is a leading provider of Individual & Group Retirement and Life Insurance plans in the US. The client had lost sizeable Assets Under Management (AUM) from receding contributions and closure of 403(b) plans by its customers.
There existed an opportunity to enable Financial Advisors and Customer Care Agents retain customers through predictive insights and proactive retention strategies. Specifically, the client wanted to:
— Identify at-risk customers to enable Financial Advisors engage with customers ahead of time
— Empower Customer Care Agents with reasons for attrition and talking points that help retain customers that are already in the process of attrition