Case Study: Leading Customer Experience Company achieves 30% Cost Reduction and Improved CX with Broadridge Consulting Services

Insurance Provider Reduced Costs by 30% and Improved CX with Consulting Services

Leading Customer Experience Company, a large retirement services provider, wanted to become a leader in customer experience and omni-channel communications, but their existing communications workflow had gaps in understanding, solution requirements, and overall process visibility. Broadridge was brought in to assess their people, process, and technology landscape and identify where improvements could be made across the document value chain.

Broadridge recommended replacing legacy software with a single, omni-channel composition platform and implemented a common communications platform that broke down silos between marketing and operations. The new end-to-end transactional and marketing communications workflow simplified platforms and workflows, removed manual touches, reduced vendors, and streamlined customer communications—helping the company improve CX and cut costs by 30%.