Maintaining high-touch service in a time of social distancing

Mutual of America – a retirement plan provider focused on nonprofits and small-to-midsized businesses – has built its service model, and reputation, on personal attention: In a world of automation and offshoring, Mutual of America representatives still get in their cars and drive to their clients’ locations for one-on-one meetings with plan sponsors and participants, who count on having a familiar, friendly face to answer their questions.

So, the advent of the pandemic and associated lockdowns threatened to have more than a modest impact on how the company did business. VShift worked with Mutual of America to develop an assortment of materials designed for use in virtual meetings, providing the sales team the next best thing to being in the same room with clients, even when hundreds of miles away.

The solution, LiveBase, is more than just presentations and sell sheets. It is an enterprise sales enablement system that can be viewed by role and by sales stage, helping ensure sales people always have the right materials available at the right moment in the sales cycle. The result is a solution that guides salespeople and facilitates sharing of best practices, empowering the entire team to work smarter by doing more of what’s successful. And LiveBase is integrated with Mutual of America’s enterprise CRM solution, helping ensure a unified, holistic customer view.