CASE STUDIES
How Empire Life is driving deeper customer relationships.
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.
“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
Director, Enterprise Data Services
Modernizing MDM to support business and customer outcomes.
High infrastructure management overhead and costs
Empire Life’s on-premise MDM required significant time and effort to manage infrastructure and hardware, driving up operational complexity and total cost of ownership.
Limited support for customer experience and employee productivity
The existing MDM environment made it difficult to simplify customer interactions or efficiently support customer service representatives with timely, trusted data.
Rigid platform and painful upgrade cycles
Empire Life’s legacy MDM was static and required cumbersome upgrades to access new features, slowing innovation and adaptability to changing business needs.
Lack of strategic vendor partnership and regulatory fit
The relationship with the legacy MDM vendor was largely sales-driven and provided limited guidance, while raising concerns around security, Canadian data residency, and CASL compliance in a highly regulated industry.
“We simplified the data model considerably over what we had with our legacy MDM, which has improved the quality of our data pipeline getting data into Reltio. Therefore, there isn’t a requirement for us to do as much production support, troubleshooting, and triaging.”
Matthew Cook
Director, Enterprise Data Services
Why Empire Life chose our platform.
Empire Life was initially attracted to Reltio by the benefits of a cloud-native, fully-managed SaaS solution: lower infrastructure costs, regular product enhancements without upgrades, agility, and high availability. And they recognized the potential of leveraging Reltio’s API architecture and microservices to streamline their development and integration projects.
Enhanced customer experience.
Merging on-the-fly allows for changes to be immediately available for customers.
Improved data quality.
Reduced suspect match pool by 60%.
Faster data retrieval.
10-30% faster data retrieval via API calls vs. previous SQL statements.
Increased first-call resolution of customer issues.
Improved productivity of IT and customer service representatives with intuitive UI.
Empire Life's solution.
Simplified architecture with cloud-native, SaaS MDM.
Replace a legacy, on-premises MDM solution with Reltio’s SaaS MDM offering.
Integrated Reltio with its customer portal.
Eight back-office systems consolidated in Reltio, resulting in improved customer experience with Reltio at the heart of the customer portal.
Powerer downstream systems with trusted data.
Fuel 15 downstream applications with trusted data leveraging APIs or file-based integrations.
>1M
estimated upfront TCO savings
11M
consolidated item profiles
60%
increased first-call resolution
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.
Discover more success stories.
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