Empire Life, a top ten Canadian life insurer, replaced its legacy MDM system with the cloud-native Reltio platform. By leveraging a single, holistic view of customers and agents across the enterprise, it reduced ongoing infrastructure costs, and the company also improved productivity and customer experience.
Improved customer experience
Empire's customer service representatives can be more responsive with customer data at their fingertips. They improved first-call resolution by 60% after implementation of Reltio.
Increased data pipeline quality
Empire reduced its suspect match pool by 60% after implementation and experienced 10-30% faster data retrieval via API calls compared to the previous SQL statements from their legacy provider.
Higher IT team productivity:
Minimized time IT spends supporting customer service representatives and other business users, allowing it to focus on more value-add activities.
Easier and broader access to trusted data
With a friendly user interface, Reltio has made Empire's MDM easier and more available to business users.
Consolidated item profiles
Estimated upfront TCO savings
Increased first-call resolution
"We were attracted to a true cloud-native, fully-managed SaaS solution to lower our infrastructure costs and increase our agility to deliver business value"
SANDRO PALLESCHI, Manager of Enterprise Data Services, Empire Life