Work

Maintaining high-touch service in a time of social distancing.

This retirement services provider needed a way to stay connected to customers during the Covid lockdowns.
  • Financial Services
  • Employee Experience
  • Digital Experiences
Opportunity

How do you provide personal attention when human contact isn’t possible?

This retirement services provider  had built its service model, and reputation, on personal attention: In a world of automation and offshoring, the provider’s representatives still get in their cars and drive to their clients’ locations for one-on-one meetings with plan sponsors and participants, who count on having a familiar, friendly face to answer their questions.

So, the advent of the pandemic and associated lockdowns threatened to have a significant impact on how the company did business.

Solution

An array of new digital materials – and a sales enablement platform to maximize their effectiveness.

VShift worked with the provider to develop an assortment of materials designed for use in virtual meetings, providing the sales team the next best thing to being in the same room with clients, even when hundreds of miles away.

Additionally, VShift created video tutorials showing salespeople – accustomed to booklets and brochures – how to find the right digital materials and use them effectively.

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Impact

An enterprise sales enablement system that can be configured by role, sales stage and other factors.

The bespoke sales enablement system – LiveBase – helped ensure salespeople always have the right materials available at the right moment in the sales cycle. Much more than a static database, LiveBase is a solution that guides salespeople and facilitates sharing of best practices, empowering the entire team to work smarter by doing more of what’s successful. Additionally, LiveBase is integrated with Mutual of America’s enterprise CRM solution, helping ensure a unified, holistic customer view.

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When face-to-face meetings were no longer possible, we reimagined how to deliver the same level of personal connection, at scale. LiveBase gave this provider the tools to stay close, even from afar.
Eric Feige
Managing Director, Strategy
About

A leading national provider of retirement and investment services.

For 80 years, this provider has delivered comprehensive, mission-driven financial solutions to organizations and individuals. The company is widely respected for its legacy of strength, stability and trusted expertise.

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