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Increasing online engagement for seller of esoteric insurance products​

UK’s Leading Insurance Company

UK

Situation
  • The UK based insurer sells insurance against esoteric asset classes like Holiday Homes, Caravans etc​​
  • To lower Cost of Acquiring Customers (CAC), the insurer turned to online selling​​
  • Traditional customers were not used to online purchase and self-service. The web experience had to be designed optimally​​
  • The insurer wanted to deploy web-chat effectively to make interactions personal​
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Solution
  • Nanobi created an analytical solution covering weblog analytics and visitor profiling with advanced clustering models​​
  • Data acquisition was automated by using nanobi’s Google Analytics data adapter​​
  • Integrations were done with policy databases and intermediate databases that stored web-policies​​
  • Webchat data was analyzed to understand what works and what doesn’t​​
  • A six month pilot was run​​
  • Automated data extraction from multiple formats of data including Google Analytics​​
  • Algorithmic processing of data from web behavior, webchat sessions and web policy databases​​
  • Create a complete solution to address online customer engagement that goes beyond Google Analytics

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Results
  • The insurer got an all-round analytical solution that went beyond what a stand-alone GA solution could do​​
  • The prospect optimized its web design by placing pro-active webchats at critical purchase drop-off points​​
  • The insurer began targeting younger population who drove renewal decisions for others​​
  • The prospect established a call-back function that reached out to drop off purchasers within 24 hours
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