An internal audit of customer contact channels revealed that 1% of Northwestern Mutual’s clients were calling to make payments over the phone, driving approximately 25% of payment processing costs. With Gartner's help, the team was able to increase capacity by 10 FTEs and see a cost savings of almost $1 million.
The team realized that if they could successfully implement an “Intentional Omnichannel” strategy, and migrate 100% of clients to digital self-service, they could realize significant cost savings with low risk to the client experience.
Thanks to Gartner resources, the company helped to show this small group of customers how payments could be faster and easier for them. As a result, the VP was able to increase capacity by 10 FTEs and see a cost savings of almost $1 million.
With Gartner support, the VP was able to:
Industry:
Financial Services
Revenue:
$31.1 Billion
Employees:
6,700+
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