References

Successful Projects

Customer Prioritization to Prevent Churn

Challenge

With increasing price pressure in the insurance market, competition in the area of car insurance increased. Stakeholders expressed the need to reduce the churn rate in this category. We successfully identified a subset of customers with high churn risk. Targeted marketing measures were initiated to effectively address this segment.

Achievements

Analysis and preparation of previous customer cancellations for training purposes
Training, testing, and evaluation of a highly effective machine learning model
Prioritization model applied on 1.5 million car insurance customers
Pilot marketing activities launched to prevent churn in 100k high-risk customers

Benefits

15+ possible use cases for similar models
Early warning system for identifying churn-risk customers
Active communication of prevention measures

Predictive Analytics @Kundenportal

Challenge

To increase customer interaction and reduce service costs, customers need to be pushed to the online service portal. We identified priority customers with the highest possible affinity to register on this platform. By implementing a process to generate the likelihood of registration in a comprehensive ML-pipeline, we provided a selection of highly sensitive customers for this service. This selection was used in further marketing actions.

Achievements

Storage infrastructure for customer registration information in a specific period implemented
Affinity model based on the registration events generated
Scoring model applied on 1.7 million prospective customers
First 28,000 high affinity customers contacted

Benefits

almost 3 EUR estimated cost reduction per conversion
25% uplift of registrations compared to previous approach
+500 sign ups in the first wave, as shown by comparison with a conventional control group

Hyperpersonalization @Kunden - Newsletter

Challenge

Starting as the customer`s first newsletter for customers & prospects in 2019, it is now a cross-OE initiative uniquely personalized across four age segments. The newsletter actively tracks customer behavior to optimize future interactions. For example, in 2022, the "Next Best Content (NBC)" feature was introduced as a flexible upselling component for new products and services.

Achievements

Regular contact established – over 60 newsletters sent since 2019
Supporting broker loyalty through the introduction of a personalized "Agency Business Card" in 2022
User behavior is translated into optimal interactions to maintain contact & reduce churn
High-level personalization replaces over 5 other newsletters, thereby saving costs

Benefits

91 variants address the unique needs of our customers
2M+ recipients per month in 2023; annual growth rate > 10%
Click rates between 5% and 10%
Around 3% of monthly traffic on the website comes from this newsletter

Efficient Onboarding through Journey Mapping

Challenge

The challenge of implementing a comprehensive and highly personalized customer journey demands in-depth knowledge and insight of each individual case. Recognizing the customer's present state and determining the optimal approach at the right moment.

Achievements

2021: Go-Live of the first welcome touchpoint
2022-2023: 4 new touchpoints added; interaction data used to personalize future touchpoints
2024: Personalized welcome video added containing all contract-related information

Benefits

5 touchpoints implemented and fully automated for efficient onboarding
>200K individual customer journeys accompanied in 2023

What do our customers say?

„Blue Incite professionally & efficiently ensures our data management & the dispatch of the highly personalized campaign - from segment-specific addressing to the delivery of customer-specific content, up to ensuring legally compliant tracking & targeting."

– Silja A. | Product Owner

„By implementing the affinity model […], we were able to successfully test an innovative approach during the rollout of a communication action […] and achieve a very good conversion rate. The collaboration with our colleagues was consistently pleasant and very productive."

– Katrin G. | Marketing Manager

„Thanks to Blue Incite's expertise, we optimized our processes and shortened campaign processing time. This enables us to conduct more campaigns and test data-driven, innovative approaches."

– Anna O. | Marketing Manager

„With the help of Blue Incite, we developed an automated, personalized and multi-stage onboarding process for our life insurance customers. This process improves the customer experience and promotes long-term customer loyalty."

– Karina N. | Campaign Manager

„Since our team had little experience with campaigns, the advice on customer selection was extremely helpful and all our requirements and customizations were implemented by the team quickly and efficiently."

– Eric S. | Customer Experience Manager @ Digital ID & Digital Communication

„We are extremely satisfied with the work. The team from Blue Incite is always there for us - even very short timelines can be made possible (e.g. such as trigger campaigns after events like a storm). They have also supported us in implementing more complex campaign processes, for which we didn't have the internal know-how or resources."

– Tanja W. | Digital Business & Marketing