Gartner helped Northwestern Mutual implement an “Intentional Omnichannel” strategy and saw a cost savings of almost $1M.
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Client Story
Improve the Effectiveness of Service Channels
Mission-critical priority
Migrate clients who paid over the phone to digital self-service to save money while maintaining client experience.
How Gartner helped
Insights to develop an intentional change management strategy and show customers online payments were faster and easier.
Business impact
Reduced payment call volume by 55%, increased capacity by 10FTEs and saw cost savings of ~$1M.
Industry
Financial Services
Revenue
Approx. $31.1 Billion
Employees
6,700+
