The challenge
- The tele-advisor centric culture, start up mentality and isolation of back office functions was preventing a customer first, digital mindset being adopted and measured across the all business functions
- Commission based models were driving the wrong sales behaviours and the infrastructure was enabling agents to work around the process, leading to increasing clawbacks
- The current legacy platforms were not fit for future digital operations, impacting employee and customer experience - alongside this they were hard to maintain, develop on and integrate with
- The low maturity of tech and data capabilities were impacting customer data capture which consequently limited personalised engagement and retargeting of customers
Our approach
- Palladium delivered a digital strategy and implementation programme for the business
- Redefined customer experience and implemented the product roadmap required to deliver the identified change
- Set out to reduce partner dependency, remove legacy technology constraints and deliver a digital first service in order to grow market share and improve the LTV of customer
