Case Study: TMLT achieves a 95.7% customer retention rate with Uberflip

The retention campaign that netted a 95.7% retention rate

TMLT, a provider of affordable medical liability coverage, faced high customer acquisition costs that made retention essential—especially during the disruption of 2020. Assistant VP of Marketing Laura Brockway led an initiative focused on anticipating why members might leave and intervening before they reached a point of no return.

TMLT targeted specific accounts and sent a personal, empathetic email from the CEO with a single CTA that drove recipients to an Uberflip content destination tailored to address churn drivers. The campaign achieved a 52% open rate and a 95.7% retention rate (an improvement over 2019 during the pandemic); the team is now applying the same strategy and tools to lead generation and ongoing customer support.

TMLT

Laura Brockway

Assistant VP of Marketing