Case Study: New York Life Insurance Company boosts participant engagement and reduces call center reliance with Sitecore

Sitecore enables customer engagement at New York Life Retirement Plan Services

New York Life Insurance Company’s Retirement Plan Services, which administers more than $30 billion in assets for over 1.3 million participants, had a participant-facing site ("My Life") that was functional but not engaging or intuitive, limiting users’ ability to take full advantage of online retirement tools. To improve engagement and communication, New York Life partnered with Sitecore and implemented Sitecore's Web Content Management (CMS), portal and marketing automation solutions.

Sitecore delivered a solution combining content management, web analytics, campaign management and marketing automation, using jQuery/AJAX for data rendering, conditional content rendering, content tree inheritance and a five-level content distribution model to serve personalized messaging based on participant demographics and past interactions. The Sitecore implementation increased web usage, reduced reliance on more expensive channels such as call centers, enabled timelier content updates, and left a positive impression on prospective clients.

New York Life Insurance Company