Working with a global technology provider entering the U.S. marketplace, MCA designed the business, product, go-to-market, and execution strategy, which closely correlates the assets of this international retirement technology firm to the unmet needs of the U.S. retirement provider ecosystem.

Across multiple engagements with this client over the last three years, the client has successfully completed two acquisitions and launched products in the PEP, retirement income, and small market 401(k) space.

MCA is currently working with several large retirement organizations to mature their product organizations and help them define the detailed product and service offerings that most closely correlate the assets of the retirement firm with market needs to drive increased growth for those organizations.

The result is disciplined and differentiated product and service offerings that maximize revenue for the retirement provider by matching each provider's capabilities to specific targeted market needs. MCA not only provides consulting on product offer and order management, but we also provide training to organizations on optimizing their ability to drive appropriate growth.

MCA optimized a 4,500 FTE contact center to significantly reduce operating expenses and improve customer experience metrics and business outcomes.

Efforts improved the average speed of answer by over 90% and resulted in a 20% improvement in first-call resolution, in addition to other productivity gains.

MCA led the executive leadership team through a data-driven analysis to drive alignment across the enterprise on the risks and benefits of expanding its global delivery footprint. Our work included selecting the appropriate captive/third-party model and the proper third-party vendor.

The realistic quantification of benefits and practical execution roadmap has given the client confidence in delivering substantial benefits to its shareholders.

MCA partnered with a top firm to insource their trust function to improve productivity and better serve their customer base.

Our team provided insight into the strategic rationale and business case and offered subject matter expertise on the approach, policies, and procedures.

MCA has conducted operational due diligence for several acquisition targets, covering recordkeeping technology, recordkeepers, and Third-Party Administrators and adjacencies.

Our team investigated the business model and operations of the targets to identify potential risks, determine sustainability with projected growth, and ensure the business would meet the buyers' requirements.

The top 10 processes in retirement provider operations consume 65% of typical providers. We are working with several providers to optimize their end-to-end process health and efficiency.

We’ve worked with numerous top Retirement firms to identify operational efficiencies and streamline processes to drive results that benefit their end customers, as well as drive bottom-line effectiveness for the firms.

Standard benefits include:

• 20-30% reduction in cycle time

• Improvements in customer experience metrics

• 15-20% reduction in operating costs

A large retirement provider struggled with the aftermath of a challenging platform conversion. MCA partnered with the client to develop and manage a crisis communication plan, supporting everything from writing specific communications to setting up command central to ensure that clients and prospects had access to information to minimize change impact on plan sponsors, consultants, and participants.

We developed a best-in-class strategic communications program that not only solved for short-term crises but also set the organization up with a roadmap for long-term communications efforts.

Working with a large technology provider, MCA assisted the client in designing and implementing a new organizational model to optimize their ability to meet strategic business goals.

The engagement included the organizational design as well as recruiting the Chief Operating Officer, Chief Technology Officer, Head of Client Relations, and Head of Operations.

This has led to better organizational performance for both the technology firm and better outcomes for their key retirement provider clients.

MCA conducted a small/micro market study to assess how an organization's offer aligned with market needs. The team evaluated the overall maturity of the organizational capabilities necessary to enable the offer and reviewed product features for competitiveness.

This assessment was compared to market trends and competition to validate gaps and opportunities for differentiation. We interviewed a top client to gather customer feedback to enable them to understand gaps in their offer and insights into potential small market opportunities.

We created a comprehensive product catalog across eight plan types for a large retirement services provider, identifying key revenue drivers and market opportunities for the organization.

Our team modeled a competitive small market bundle for plans under $50M to enable scale, optimize revenue opportunities, and inform the strategic product roadmap.