MassMutual Launches Customer Experience Management Software

MassMutual has selected Medallia, a producer of Customer Experience Management (CEM) software, to build a new customer feedback and response program. Using the new platform, MassMutual employees will be able to gather, analyze and act on client feedback in real time, MassMutual says.

The system will regularly connect with its 35,000 retirement plan sponsors, three million participants and more than 5,100 advisers and third party administrators (TPA)s to gather feedback, the firm says. In addition, customers who interact with service representatives will be asked to evaluate the experience, allowing MassMutual to make adjustments.

“With Medallia, we will be able to respond to customers at a speed that is unprecedented in the retirement plans industry,” says Una Morabito, senior vice president for client management at Workforce Solutions. “We will be able to gather and track detailed insights into not only what our customers think and feel but also how they think and feel about the actions we take in response to their feedback. When you multiply those insights by thousands of advisers, TPAs, employers and their employees and the corresponding improvements, you can see the power of the new customer feedback and response program. It will enable us to adapt to a changing marketplace much faster.”

According to Medallia, its Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is including Web, social, mobile and contact center channels.

Morabito adds that the system’s goal is to enhance MassMutual’s award-winning customer service.

Earlier this year, MassMutual’s Participant Information Center for retirement plans was awarded a Gold Medal for Best Large Contact Center by Contact Center World as part of a global competition. A Bronze Medal was awarded for Best Customer Service and a Silver Medal was awarded for Best Community Spirit.