Mutual Benefit Group CX Solution

Implementation

With automated opt-in and opt-out management tools that seamlessly collect and track policyholder status, SPLICE also provided MBG with an easy way to respect customer communication preferences and simplify compliance with consumer privacy regulations across jurisdictions. 

Based on the success of the first program, MBG integrated a second SPLICE solution just six months later. Thrive™, a survey and Net Promoter Score (NPS) application offered by SPLICE, now allows MBG policyholders to provide feedback on the claims process and their experience with MBG. Weekly surveys are sent out via text or email to policyholders who had auto or property claims closed the week prior. The applications give policyholders a chance to provide feedback using the channel of their choice while the reporting from the THRIVE dashboard allows MBG to capture the results and filter by adjuster, line of business, etc. This enables MBG to utilize best practices and generate reports that produce granular insights the organization can use to identify pain points and continuously improve the customer experience. Since MBG is now able to hear from more customers, the company can more broadly improve the customer experience.  

These applications also empower MBG to create their own tags and report on them in real time. MBG tags responses by adjuster and claim type, and having real-time, tag-based dashboards and reports allows the company to drill down on the most important metrics in a single click. By categorizing the NPS information into meaningful subsets, NPS is more actionable and impactful than ever.

For example, when MBG received its first detractor from the surveys, the customer service team was able to immediately follow up with this customer to see what could have been done better during the claims process. The customer was pleasantly surprised by the follow-up and appreciated both the ability to provide feedback and the response to his survey submission.