Customer JourneyA large publicly traded property and casualty insurance company needed help to increase customer retention in their highly competitive insurance market. Too many customers were dropping the coverage without notification but simply by discontinuing premium payment during the first coverage term.

The Cuéntame Solution

Cuéntame developed a lifecycle Customer Journey Model to 1) increase the customer's recognition of the value of the insurance coverage and 2) create data points to identify potential risk factors and cancellation indicators. Leveraging its omnichannel tech stack and expertise, Cuéntame implemented a proactive communication strategy to cost-effectively engage with the customer upon the initial sale, after 24 hours, and at established intervals over the months the policy is in effect. By using multiple channels with personalized yet automated communication, Cuéntame helps customers recognize the coverage benefits and value and increases premium levels for its client.

The Client Results

Within 6 months of implementation, Cuéntame drove a 70% decrease in customer churn, cost-effectively improving the profitability of the client's market offering. Policy upsell and cross sell efforts resulted in a 21% increase in monthly premiums.

https://www.cuentame.us

Mark.Marion@Cuéntame.net - (970) 702-1172