Analyze and orchestrate customer communications
This large personal and commercial insurance company in the Nordics needed business solutions to analyze and orchestrate customer journeys and communications across a variety of channels.
ChallengeSeeking to pull together a number of customer data sources you have to create a single view of the customer, the organization hoped to improve renewal rates of its products. In so doing, they could also use this single view to implement customized interactions to reduce attrition rates amongst valuable customers and increase the value of every customer relationship.
They wanted to communicate with policyholders in a number of physical and digital channels, such as email, direct mail, SMS, website and telemarketing. The company also wanted to ensure each interaction is relevant and appropriate with the stage of the policy lifecycle.
SolutionA powerful predictive analytics solution from Pitney Bowes Software helped the organization create a clear understanding of their customers' wants and needs. This came in the form of Portrait Dialogue, which can leverage these insights to create and orchestrate customer lifecycle retention and up-sell/cross-sell best practices.
Portrait Dialogue allowed the company to implement a set of individual customer journeys/dialogues that reflect the preferences of each customer. This solution ensured the right renewal offer would be sent to the right customer at the right time through the right channel.