Customer accounts with authentication simplified
Enterprise Digital Experience Program Improves the Customer Experience1
At Voya, it is important to us that our clients and customers understand the array of financial services we offer. In 2016, we introduced an Enterprise Digital Experience, providing customers with the ability to access all their Voya accounts, including retirement, life, and annuity plans, in one place. Additionally, our account creation and sign-in process is being updated across the firm, utilizing the most modern security practices and simplifying the authentication process for 6.7 million customer accounts.
Through our focus on the Customer Journey, we have improved messaging capabilities, providing more than 21,000 plans and nearly 3.8 million participants with status updates on their transactions and steps they must take. This resulted in close to 200,000 participant transactions that were eligible to receive status updates over the past year. Additionally, customers are now able to automatically upload required documents.
Voya has extensive experience assisting customers in planning across life stages and financial goals. While retirement may be the ultimate financial goal for many people, more-immediate life events can affect an individual’s ability to save for retirement. Taking a broad view plays an important role in financial planning. In 2017, our Retirement business extended its digital offering for customers. Customers were offered a range of online services and professional support to help improve their overall financial wellness and to empower them to take immediate and meaningful actions. We began with a limited launch to employees, with clients to follow in 2018. Whether using online resources or working with a professional, Voya customers benefit from tools and guidance providing them a personalized roadmap to financial wellness.
1 As of March 31, 2017.