How innovative technology is revving up the customer experience in the auto insurance industry
The Challenge
A digital insurance agency in the Middle East is shaking up the automobile insurance industry by designing a product that gives customers the flexibility to pick what they need — and change their choices anytime.
Sprinklr’s sales and customer success functionalities are amazing. They make sure they understand our organizational structure and our reality. They are flexible, prompt, and super reliable. They consistently share best practices to help us meet our goals, and they always go beyond my expectations.”
Assistant Brand Manager, Makeup Digital Marketing Strategy Group, Shiseido Japan
The company’s aim is to offer fair pricing, instant support, straightforward language and intuitive design. To establish themselves in the market, the team needed a reliable platform to manage social operations and kickstart the business. They set out to find a digital tool that would allow them to:
- Turn social conversations into actionable insights with reliable data
- Monitor keyword analysis on products, services, and competitive insights
- Launch proactive crisis management at scale
- Design a response protocol that empowers agents to respond creatively within brand standards and ultimately increase agent happiness
- Improve both the agent and customer experience by routing inquiries to lower touch channels when possible — improving response times while decreasing agent burnout
The Solution
The insurance agency implemented Sprinklr’s unified customer experience management (Unified-CXM) platform as part of its mission to redefine auto insurance in the Middle East.
Improving the customer experience with 360-degree insights
The agency wanted to listen to online conversations to glean accurate, real-time insights about its product, service and competitors. And it wanted to integrate these insights with its own CX data to form a complete, 360-degree view of its customers. This holistic view provides insights that inform decisions about the insurance product, support services and marketing — and enable the company to optimize the overall customer experience. A few months after implementing Social Listening from Sprinklr Insights, the team is hooked.
“Sprinklr collects and interprets the right data, at scale,” says the agency’s head of marketing. “The fact that we can tailor the platform to integrate with our own first-party data, means we have a complete picture of our customers and the business. This opens up so much opportunity for us to further cater our product offering and support services to our customers.”
Improving customer satisfaction while decreasing costs
The agency knew that the right software would enable it to make both its customers — and its customer service agents — happier. Sprinklr’s robust Service platform, powered by AI, allows agents to answer and resolve customer queries while reducing their manual workload. This has enabled the company to scale its customer service across digital channels.
Automating social publishing and engagement across digital channels
It’s important to the insurance agency not just to be on the digital channels where its customers are, but to ensure its social posts and interactions are on-schedule and on-brand.
“Managing content from the Sprinklr Social platform allows us to create consistent messaging and branding across social channels,” says the head of marketing. “And this helps us to reinforce our brand identity and build trust with customers and prospects.”
Social Publishing and Engagement enables greater efficiency on the social team, allowing them to streamline their efforts and reduce the amount of time and resources needed to create and distribute content on multiple channels — while still reaching their audience effectively.
“We can now easily tailor our content to different channels and audiences, which means we can reach a wider audience and get even more engagement with far less manual effort,” says the head of marketing. Sprinklr’s automated reporting allows the team to easily track and analyze social performance in order to identify which content and channels are most effective for the brand — and adjust the social media strategy accordingly.
The Outcome
The auto insurance agency implemented and launched Sprinklr in less than two months.
Sprinklr’s AI-powered platform replaced several point solutions — and the team immediately reaped rewards: Average handling time is down, and first-call resolution is up. Agents are handling more cases per hour than they ever have at a lower cost of service to the agency. Customer satisfaction scores (CSAT) are also up.
“With Sprinklr, our customer satisfaction is up, and our agent attrition is down,” said the head of marketing. “What more could we ask for?”