Case Study: Lincoln Financial Group achieves streamlined product portfolio management and improved customer service with ProcessUnity

Innovative Solution Equips Organization with Critical Data to Provide Exceptional Customer Service

Lincoln Financial Group’s Retirement Plan Services business needed a way to better understand variations in the retirement solutions and services it offers to plan sponsors and to ensure new products are deployed consistently across the delivery lifecycle. To address this, Lincoln selected ProcessUnity and implemented the ProcessUnity platform (including its Service Delivery Risk Management capabilities) to track standard and non‑standard solutions for its thousands of plan sponsor clients and capture the data needed to improve customer engagement.

ProcessUnity delivered a governance‑driven platform with a new internal product‑mapping scoring tool that centralized product tracking, enforced best practices, and provided detailed analytics. As a result, Lincoln gained clearer visibility into product performance across its portfolio, strengthened cross‑team collaboration, improved solution recommendations to clients, and accelerated more consistent product deployment and decision‑making using ProcessUnity’s tools.

Lincoln Financial Group

Eric Levy

Head of Product