Challenge
The insurance company was faced with the challenge of unifying and making sense of disparate data sources. They had a wealth of online data from web and mobile interactions, as well as offline data from their Customer Relationship Management (CRM) system and their policy and claim systems. The challenge was to consolidate this data and use it to target customers effectively across multiple platforms such as Google, Facebook, SMS, their Marketing Automation System, and their call center.

Solution
The solution came in the form of Adobe Experience Platform (AEP) and Realtime Customer Data Platform (CDP). With our help, the company was able to ingest both their online and offline data into AEP, creating a unified view of their customer interactions. This was achieved using Realtime CDP, a key component of AEP, that allowed the insurance company to make data-driven decisions in real-time and target their customers more effectively.

Outcome
The implementation of AEP enabled the company to embark on an ‘unknown to known’ customer journey. This allowed them to identify and engage with potential customers who were previously unknown to them, turning prospects into leads, and leads into loyal customers.

Moreover, the consolidated view of their customer data enabled the company to cross-sell and up-sell more effectively. By understanding their customers’ needs and behaviors better, they were able to offer relevant products at the right time, thereby increasing their overall sales and enhancing customer satisfaction.

Conclusion
The successful implementation of AEP at the leading online insurance company exemplifies the power of a data-driven approach. It has not only helped them understand their customers better but also enabled them to deliver a personalized experience across multiple touchpoints. The result is a win-win situation – while customers enjoy a seamless and personalized experience, the company benefits from improved customer loyalty and increased revenue.

This successful case study demonstrates how AEP can transform businesses by unlocking the potential of data, empowering companies to deliver unparalleled customer experiences and drive growth.