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实例探究 > Centraal Beheer: a case study

Centraal Beheer: a case study

技术
  • 分析与建模 - 预测分析
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 数据可视化
适用行业
  • 金融与保险
适用功能
  • 销售与市场营销
服务
  • 系统集成
  • 培训
挑战
Centraal Beheer, a subsidiary of Achmea, faces the challenge of catering to a diverse customer base, ranging from individual consumers to SMEs. Each customer has unique service requirements, and failing to recognize these individual needs can lead to customer dissatisfaction and damage the company's reputation. To address this, Centraal Beheer has invested in various contact channels such as call-back, chat, video-chat, and co-browsing. However, the company needed a way to personalize these contact channels to improve customer experience and increase profits.
关于客户
Centraal Beheer is a subsidiary of Achmea, the largest insurance company in the Netherlands. The company interacts with a wide range of customers daily, including individual consumers and small to medium-sized enterprises (SMEs). Each customer has unique service requirements, making it crucial for Centraal Beheer to offer the most appropriate treatment. The company has always been open to innovations that enable better customer connections, investing in tools like call-back, chat, video-chat, and co-browsing to help customers reach resolutions or complete sales efficiently.
解决方案
Centraal Beheer partnered with Now Interact in 2013 to personalize its contact channels using Predictive Intelligence technology. Now Interact's machine-learning algorithms collect data from Centraal Beheer's website to identify behavioral patterns among different consumer types. The technology then segments the data and automatically determines the most suitable contact channel for each individual visitor. This allows Centraal Beheer to offer highly targeted contact channels, such as video chat for high-value users and call-back dialogues for customers likely to abandon their purchase. Regular workshops, weekly calls, and algorithm adjustments ensure the technology continues to deliver optimal results.
运营影响
  • Centraal Beheer has been able to offer highly targeted contact channels, improving customer satisfaction and increasing opportunities for profit generation.
  • The company has seen a significant uplift in sales and conversion rates, particularly in the consumer and SME markets.
  • The personalized contact channels have helped Centraal Beheer secure a healthy conversion rate and a strong uplift in sales.
数量效益
  • 42.5% conversion in consumer markets on Now Interact leads, representing a 210% uplift since 2013.
  • 57% conversion in SME contacts.

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