A health insurance carrier was looking to retool its member retention strategy to one that touched more of its member population while ultimately reducing costs. Time was of the essence! The client had just weeks to implement strategies that would reduce churn and retain its Medicare members.


SBR analyzed inside sales, customer service data and metrics as well as call volume, member meeting results and monitored recorded calls during and outside of previous annual enrollment periods. A full 10 tactics across marketing, field sales and inside sales and customer service were identified and customized brainstorming sessions with the sales and management teams were designed to understand current methods of reaching out to member population.

SBR then created detailed project plans for each tactic that included internal role allocation, timing, and cost considerations that allowed the organization to launch those strategies that best met with the needs of the upcoming AEP, while placing other tactics on the long-term goal list for future AEPs as market conditions and internal resources shifted.


The carrier was able to launch the majority of the defined tactics within a 90-day period. Most importantly, SBR helped reduce the most costly tradition of member meetings by 50% while simultaneously replacing it with an on-demand solution that increased member communication touches by 250%. The organization was able to ultimately lower costs, reduce the burden on the field sales team and enhance the customer service delivery so that members could select the carrier’s plan that best met their needs.