Case Study: VitalityLife achieves improved customer retention and real-time CX insights with Inquba

VitalityLife has grown phenomenally in the last seven years, becoming the number three protection provider in the UK

VitalityLife, a fast-growing UK protection insurer, faced the challenge of turning rapid growth into a consistent 5-star customer experience. While strong in product and relationship management, the firm was lagging in areas such as underwriting, claims and technology and needed a way to consolidate disparate feedback sources and make CX improvements scalable. To address this, VitalityLife partnered with Inquba and deployed Inquba’s customer experience software platform.

Inquba’s platform aggregated feedback from web, email, mobile, SMS, social, complaints and service-desk channels into a single, real-time view, added queue-based escalations, SLA-driven workflows, role-based access and scalable survey capabilities, and linked employee performance to CEM scores. The solution cut the time spent hunting for insight, enabled immediate service recovery, drove a clear shift to customer-centric behaviors, produced “unprecedented” response rates and let VitalityLife set measurable quarterly CX benchmarks — outcomes VitalityLife attributes directly to Inquba.

VitalityLife

Jaco Brand

COO