A global leader in insurance with commercial, institutional, and individual customers in more than 100 countries.
THE CHALLENGE / REQUIREMENT
With multiple operating companies and 250+ multi-lingual and private label sites, the client was faced with a changing business landscape, customer expectations and insurance buying patterns. Issues of legacy systems with poor functionalities and user experience, and high marketing costs with poor customer insights were severely impacting their competitiveness in a challenging environment.
They looked to infuse business agility, build competitive digital presence, and expand profitable growth across newer areas (such as travel, annuities, life, private clients, etc.)- while maintaining meticulous compliance to GDPR requirements in their EU business.
This required a deep, sharp and incisive 360-degree view of the customer for the right product optimization.
Mphasis’ Global Digital Marketing CoE leveraged our Digital Marketing and Experience (DMxP) solution to launch 40+m campaigns with channel-agnostic CX (mobile/voice/chatbot). We designed a XaaP architecture to enable the client deliver N=1hyper-personalization.
The Mphasis solution delivered
Customer 360 view and product optimization through E2E Experience Management (connecting marketing, sales and services)
200% surge in mobile traffic – with the client receiving 1M+ quotes per week from a single partner