Case Study: Financial Services Firm boosts customer engagement and revenue with TTEC

Financial Services Firm - Customer Case Study

Financial Services Firm, a long-established provider of pensions, retirement, and wealth management services, was losing long-term customers to competitors because it had minimal ongoing engagement and no modern customer lifecycle strategy in place. TTEC stepped in while the firm’s new marketing organization and database overhaul were still more than a year from launch, helping bridge the gap and address rising attrition.

TTEC used analytics and research to build a personalized, multichannel engagement program, consolidating data into a relational database and deploying inbound/outbound sales support to reach unengaged and at-risk customers. The solution uncovered 63 channel-interaction combinations and helped drive immediate revenue opportunities, including a webinar that attracted 1,200 attendees and generated $69 million in increased assets. Overall, the program delivered millions in new revenue, a 60% increase in multichannel customer engagement, and reduced unengaged customer attrition to 0.3% from 1.5%.