Maintaining high-touch service in a time of social distancing
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.
Digital materials to maximize effectiveness
We 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.
Video tutorials showing salespeople—accustomed to booklets and brochures—how to find the right digital materials and use them effectively.
An enterprise sales enablement system
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.
A leading provider of retirement and investment services
For 80 years, this national 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.
