Projects
Improving First Marketer Experience
Project Detail
Client: A large financial services company
Business Area: New Marketer Setup (Contracting)
Opportunity: Marketer Setup is the first experience a new marketer has with the company — the process operated with a 15-day setup cycle time, frustrating new marketers and the distribution team by delaying new case submission
Findings:
- Substantial numbers of setup requests came in incomplete
- Team was attempting multiple follow-ups on incomplete requests rather than processing in-good-order requests quickly
Results:
- Streamlined process to remove 3 handoffs and reprioritize work
- Reduced cycle time to within 2 days for every complete submission – Reduced setup and follow-up labor by $500,000 annually
- Setup speed became a competitive advantage!
