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

Leading Health Insurance Technology Company improves retention with Blend360, reducing disenrollment by 1.2%

The client, a leading health insurance technology company, faced a challenge in understanding the efficacy of its customer retention programs, specifically Welcome Direct Mail and New Member Services. Lacking the necessary infrastructure to measure their impact, the company partnered with Blend360 to gain visibility into which programs were effective.

Blend360 designed and ran multiple tests over a 90-day period, configuring code to capture program data and setting up test and control groups. The analysis revealed that the Welcome Direct Mail campaign had a positive impact, reducing disenrollment by 1.2%, while the New Member Services calls had a significantly negative effect. Blend360 recommended auditing the call program and continuing investment in the successful mailers.