Case Study: a health insurance technology company improves customer retention with Blend360

a health insurance technology company improves retention with Blend360, cutting disenrollment by 1.2%

The health insurance technology company, a client of Blend360, faced a challenge in assessing the effectiveness of its customer retention programs. They lacked the visibility and infrastructure to measure the impact of their Welcome Direct Mail and New Member Services initiatives on customer retention.

Blend360 implemented a data-driven solution by configuring code to capture program data and designing controlled tests over a 90-day period. Their analysis revealed that the New Member Services calls had a -9.9% negative impact on retention, while the Welcome Direct Mail campaign positively reduced disenrollment by 1.2%. Blend360 recommended auditing the calls and continuing investment in the successful mail program.

Health Insurance Technology Company