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!

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