The mutual life insurance company’s new customer-experience management software will allow it to gather customer feedback and act on it in real time, MassMutual says.
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.
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More than half, 51%, of workers’ biggest retirement fear is
outliving their savings, according to the Transamerica Center for Retirement
Studies. That is followed by Social Security being reduced or ceasing to exist,
cited by 47%; declining health that requires long-term care (45%); not being
able to meet the basic financial needs of their family (42%); dementia or
Alzheimer’s (35%); lack of access to affordable health care (32%); and being
laid off (19%).
Fifty-four percent of workers plan to work past the age of
65, and of this group, 13% do not expect to retire. Just over half, 51%,
of workers plan to work after they retire, including 38% who plan to work part
time and 13% who plan to work full time. Only 22% do not plan to work after
they retire, and 22% are not sure. For 30% of those who plan to work after they
retire, the reason why is that they won’t be able to afford to retire.
Workers are taking proactive steps to work past age 65, with
60% trying to stay healthy, 52% making efforts to perform well at their current
job, and 42% keeping their skills up to date. Forty-eight percent of workers
plan to stay with their current employer while transitioning into retirement,
and 72% either strongly or somewhat agree that their current employer is
supportive of people working past age 65 (28% strongly agree and 44% somewhat
agree). Thirty-two percent say that their employer permits flexible transition
arrangements.
Workers expect the majority of their retirement income, 36%,
to come from 401(k)s, 403(b)s or individual retirement accounts (IRAs),
followed by Social Security (25%). However, 77% worry that Social Security may
not be there by the time they retire.
In terms of their current financial priorities, paying off
debt (cited by 62%) trumps saving for retirement (57%). Nonetheless, workers’
top financial priority is saving for retirement, cited by 26%, followed by
covering basic living expenses (21%) and paying off debt (17%).
Among all workers, 77% are saving for retirement, with the
average starting age being 27. Eighty-eight percent of workers say that having
a retirement plan at work is important. Seventy-one percent of workers are
offered a retirement savings plan. For full-time workers, that’s 77%, and for
part-time workers, that’s 42%. Workers are saving an average of 8% of their
salary.
Sixty-three percent say they are very involved in monitoring
and managing their retirement savings, but only 16% strongly agree that they
would like an outside expert to monitor their retirement savings.
NEXT: Outside savings
Fifty-six percent of workers are saving for retirement
outside of work. However, 27% have taken out a loan, hardship withdrawal or
early withdrawal from their 401(k) plan. The biggest reason for having taken
out a loan was to pay off debt, cited by 41%. Among those who took out a
hardship withdrawal, the biggest reason was to cover medical expenses, cited by
24%. It makes sense that so many people take out loans or hardship withdrawals,
as 21% of workers have less than $1,000 in emergency savings.
Workers expect they will need an average $500,000 in total
retirement savings. However, 43% think they will need less than that. They are
also not giving retirement savings much thought, with 47% only having guessed
at what they will need.
Only 51% of workers believe they are building a large enough
nest egg, including 16% who strongly agree and 35% who somewhat agree. But many
workers are procrastinating, with 40% agreeing with the statement, “I prefer
not to think about or concern myself with retirement until I get closer to my
retirement date,” including the 12% who strongly agree and the 28% who somewhat
agree. Sixty-eight percent agree with the statement, “I do not know as much as
I should about retirement investing,” including the 29% who strongly agree and
the 39% who somewhat agree.
Only 16% have a written strategy about their retirement income
needs. In terms of the factors they have considered, 55% have looked into
Social Security and Medicare benefits, followed by ongoing living expenses
(52%), retirement income needs (49%), health care costs (46%) a plan to ensure
that savings last throughout retirement (40%) and investment returns (37%).
However, few have taken into consideration inflation (37%), long-term care
insurance (27%), tax planning (21%) and estate planning (19%).
Seventy percent of workers cite affordable cost of living as
the biggest factor when deciding where to live in retirement, followed by being
near family and friends (51%). Only 25% have a backup plan should their retirement
happen unexpectedly, and only 18% know a great deal about Social Security
benefits. Sixty-six percent want more retirement education and advice, and 53%
say that if the information was easy to understand, that would motivate them to
learn more about saving and investing for retirement.
Thirty-nine percent are working with an adviser to help
manage their savings, and of this group, 74% rely on their adviser to recommend
investments, and 49% have had their adviser calculate their retirement savings
goal.