Most businesses realize the complexity of an efficient customer support model. Mutual of Omaha wanted to give their field directors more time to meet with big clients and handle complex investments without ignoring the bulk of smaller concerns. Without the proper platform, however, collecting information from multiple sources into an easily accessible space can quickly burn through time and resources.
Mutual of Omaha partnered with 7Summits because we excel in social business strategy. We brought collaboration between market research, sales support, and the field into a single community and made it available to Mutual of Omaha’s customers. 7Summits set up a pilot program to improve sharing of information, enhance ability to find experts, and answer questions from the field more quickly. This new support model not only freed up Regional Field Directors’ time, it also increased employee engagement across the pilot groups. The successes of this program have inspired Mutual of Omaha to take our strategy beyond customer support to migrate their corporate intranet to a community platform.
Mutual of Omaha found a way to give special priority to their biggest clients without sacrificing service to their bread and butter clientele. Regional Field Directors can now respond from the field, using a digital community to leverage market reports, sales resources and the advice of connected experts.