Multi-line customers are the most profitable and the most loyal, but they tend to generate a disproportionate share of complaints.
Bain analyzed the typical multi-line customer's problems and difficulties with resolution.
Bain recommended that FinCo* transform the multi-line customer experience.
Existing customers will choose FinCo for more of their needs.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.