Prudential

Industry: Financial Services
Department(s): Customer Experience

Use Case(s): Customer Retention

Prudential uses Stratifyd to gain real-time insights into customer survey, employee survey, contact center, email, and social media data. They use these insights to quantitatively measure voice of the customer, voice of the employee, customer experience, and complaints. These help to increase customer engagement, NPS scores, and revenue.

Leadership

Challenge:

  • Leadership needed ways to increase customer engagement, NPS scores, and revenue
  • All the data needed for decision making existed in separate places and their analysts required 30% of analysts' work time, which increased time to insights

Solution:

  • Stratifyd enables their analysts to provide real-time insights and data-driven strategy recommendations

Results:

  • Enhanced customer retention strategies
  • Increased customer engagement and NPS scores
  • Improved responsiveness to complaints and voice of customer

Analyst

Challenge:

  • Analysts had to work with data that was stored in different systems by type: survey, CRM, contact center, email, and social media
  • They had to analyze the data manually which took over 30% of their time

Solution:

  • Stratifyd provides a single, real-time dashboard view of all their data
  • Stratifyd also enables them to quickly provide unbiased insights and strategy recommendations to leadership
  • Stratifyd provides AI-powered categorization of customer feedback
  • Stratifyd's complaint identification engine detects complaints from large volumes of customer feedback

Results:

  • Decreased time spent on data analysis by 30%
  • A robust complaints management system and voice of customer process