State Insurance Sales Conversion Case Study

Snapshot
- NZ's largest personal insurer
- Needed integrated programme of communications to support online quote-and-buy process
- Ubiquity delivered fast, flexible solution
- Automated emails and outbound calls now all managed via Engage
“Ubiquity were referred to us by our marketing team and they've been great to deal with. They were very quick in terms of their development and no request ever felt like it was an issue or problem, they just got on and found a solution.
They've been very proactive - coming up with ways to further enhance our customer experience.”

Darren Healey
State E-Business Manager
State E-Business

Brief

Assist State Insurance to manage and automate follow-up communications to prospects and customers to increase sale conversions and enhance customer experience.

Solution

State Insurance offers customers a car insurance quote-and-buy service through their website, and while quote request completion is steady, it has not always met target goals for sales conversions.

The insurer's aim was to improve the conversion rate with a programme of follow-up communications, including an email and an outbound call to people who requested a quote online, but they needed a cost-effective, streamlined way to implement and manage these interactions.

As an existing client of Ubiquity, we were delighted that we were able to provide a solution via our Engage Platform.

Each day Engage:

Receives a data feed with all new quotes requested online by prospects and customers
Automatically matches this to existing customer data
Generates a personalised branded follow-up email to that customer
Keeps track of all that customer's interactions with that email
Flows that data into a system that the State Insurance outbound call centre can access to provide a further personal customer approach by phone.

Results

Engage has effectively become a platform for State Insurance's outbound call centre, allowing them to manage and report on all follow-up calls to customers regarding the online motor vehicle insurance quote-and-buy service. Because it's a pre-existing platform, it has proved a cost-effective way for State Insurance to test, adapt and implement their communications strategy for increasing sales conversions.