Client Story

Improve the Effectiveness of Service Channels

Gartner helped Northwestern Mutual implement an “Intentional Omnichannel” strategy and saw a cost savings of almost $1M.

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

Industry

Financial Services


Revenue

Revenue

Approx. $31.1 Billion


Employees

Employees

6,700+

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