Case Study
Case Implementation Research
Mutual of Omaha enhances its Awesome Implementation customer experience and how to best achieve great customer onboarding. Mutual of Omaha is a well-known and highly-rated Fortune 300 insurance organization. Founded in 1909, they offer various financial and insurance products for individuals, businesses and groups. As a mutual company, Mutual of Omaha is owned by its policyholders and committed to providing outstanding service to its customers.
Challenge
Mutual of Omaha’s Workplace Solutions division delivers fast and accurate case implementations. In fact, “excellent implementations” are one of three strategic pillars of their value proposition to employer customers and brokers. In engaging PeopleMetrics, Mutual of Omaha wanted to validate the excellence of its case implementations and, if needed, further improve this experience. In addition, Mutual of Omaha wanted to understand customer perceptions at all touchpoints during implementation, including how well customer experience aligned with expectations set during the sales process.
Recommendation Details
PeopleMetrics designed a 360 degree study that fielded surveys among all stakeholders, including Mutual of Omaha employees (both sales staff and implementation specialists), brokers and employers who had recently implemented a benefit with Mutual. PeopleMetrics also conducted 1:1 interviews with these groups in order to create case studies with 360 degree input.
Outcome
Insights from this study helped several internal Mutual of Omaha stakeholders address and decentralize silos within its implementation process. The study also established a baseline for future implementation satisfaction research so metrics could be used to pinpoint changes in satisfaction at various touchpoints.