Case Study: The HR Group achieves higher retention and customer lifetime value with Encompass-CX

DS Benefits Increases Retention and Overall Life-time Value Using CX Application

The HR Group, a DS Benefits company, partnered with Encompass-CX to better understand how they ranked in their market, quantify the value clients placed on their services, and identify growth opportunities and churn risks. They also wanted clearer insight into individual buying values and motivators so they could maintain and strengthen their best-in-class position.

Encompass-CX implemented its Customer Experience Management application with patented methodologies, customizable assessments, reporting, and action planning to measure client perception and guide service improvements. The solution delivered a 57% survey response rate, helped the company hit its first-year revenue target, and enabled strategies to address buyer motivation, improve retention, and support successful onboarding of new clients.

The HR Group

Mike Rao

Principal