Lincoln Financial Group is a 115-year-old financial services institution.
At 115 years old, the company had grown in many ways, including through the acquisitions which brought myriad products and technology platforms to the organization. With four lines of business offering multiple products and their own P&L and sales forces for distribution, and the corporate functions all supported by the enterprise IT function, there was a lot of technology to pull together to deliver a great customer experience – whether for a customer such as the policyholder or the internal customer who sells products.
The Fortune 200 enterprise set ambitious goals for a digital transformation strategy that would ultimately improve customer experience for their 17 million clients as well as internal employees.
Quadient® was chosen as one of the foundational components of the platform to drive electronic communications.
Key achievements include:
- Greatly improved customer experience
- Quick, efficient, low-risk digital transformation
- Weeks of processing time were reduced to minutes
- Decreased issues most error-prone form to zero
- Significant savings recognized by eliminating print notices
This case study examines Lincoln Financial Group’s path to digital transformation and superior customer service with Quadient’s Inspire solution.