Why Empire Life left
legacy MDM for Reltio
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.
Empire Life gained these benefits with Reltio
- 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