Understanding How Consumers Buy Insurance Online
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Now Interact
技术栈
- Omnichannel Insights
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 预测分析
适用行业
- 金融与保险
适用功能
- 销售与市场营销
服务
- 数据科学服务
- 系统集成
关于客户
1st Central is a leading UK motor insurance company founded in 2008. The brand stands out in the market, as it strives for simplicity in a market that is flooded with complexity and jargon; ‘simplicity driven’ is at the heart of everything it does. And this simplicity appeals to consumers, as 1st Central has sold over two million policies since its establishment.
挑战
Having grown at a rapid pace in a short period of time, 1st Central wanted to ensure its omnichannel customer journey is as simple as possible for its customers. 1st Central wanted to gain a clear picture of how these online and offline customer journeys impact the organization in order to develop a more coherent omnichannel customer contact strategy. That would, in turn, enable it to deliver a smooth experience, maximize sales conversions and minimize operational cost.
解决方案
Now Interact conducted an Omnichannel Insights project to measure how digital customers behaved on the website and when they moved to the contact center. The project uncovered how consumers purchased products, and how they engaged with the various support channels that 1st Central offer, including phone, email, and FAQs.
运营影响
数量效益
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