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Success Story

A Healthcare Giant Boosts Sales Conversion for Online Medical Quotes with a Cloud Native Solution on AZURE Cloud

Insurance | Europe
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The client is one of the leading British multinational health insurance and healthcare companies, with over 43 million customers worldwide. 

 Challenges

In 2018, the client's online quote-and-buy journey faced a significant challenge with a low 3.8% conversion rate, falling 1.1% below industry standards and declining from 2017. This inefficiency hindered the platform's ability to effectively turn leads into sales.

The low conversion rate resulted in sales falling 23% short of targets, creating a critical revenue gap and impacting overall business performance. This shortfall underscored the need for immediate action to address the root causes.

A cumbersome user journey and unclear processes frustrate customers, leading to drop-offs and lost opportunities. Additionally, incorrectly displayed promotional offers further reduce competitiveness and revenue potential.

Solution

To help the client, the Datamatics team deployed the application on Azure Cloud, ensuring a scalable, secure, and high-performance infrastructure. The team also installed a responsive CMS on Sitecore 8.2 for seamless accessibility across devices.

To streamline the user experience, the webpage design was simplified with improved navigation and user-friendly widgets, hosted on Azure's app service for optimal performance. Additionally, an AI-powered chatbot provided personalized assistance on insurance plans and policy details, enhancing customer engagement and decision-making.

The quote summary page was revamped to present information clearly, including inclusions, exclusions, and restrictions, improving clarity for users. Enhanced analytics offered a comprehensive customer view, providing actionable insights.

Impacts

20%

Increase in online lead conversions, driven by streamlined processes, providing an enhanced user experience

99.99%

Availability using Azure cloud infrastructure

30%

Customer insights, powered by advanced analytics, enabled personalized solutions and improved engagement

360-Degree

Customer insights, powered by advanced analytics, enabled personalized solutions and improved engagement

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