Case Studies Centraal Beheer: a case study

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	Centraal Beheer: a case study

Centraal Beheer: a case study

Technology Category	Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Data Visualization
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Services	System Integration Training
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Services

System Integration

Training

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	Centraal Beheer has been able to offer highly targeted contact channels, improving customer satisfaction and increasing opportunities for profit generation.
Impact #2	The company has seen a significant uplift in sales and conversion rates, particularly in the consumer and SME markets.
Impact #3	The personalized contact channels have helped Centraal Beheer secure a healthy conversion rate and a strong uplift in sales.

Impact #1

Centraal Beheer has been able to offer highly targeted contact channels, improving customer satisfaction and increasing opportunities for profit generation.

Impact #2

The company has seen a significant uplift in sales and conversion rates, particularly in the consumer and SME markets.

Impact #3

The personalized contact channels have helped Centraal Beheer secure a healthy conversion rate and a strong uplift in sales.

Benefit #1	42.5% conversion in consumer markets on Now Interact leads, representing a 210% uplift since 2013.
Benefit #2	57% conversion in SME contacts.

Benefit #1

42.5% conversion in consumer markets on Now Interact leads, representing a 210% uplift since 2013.

Benefit #2

57% conversion in SME contacts.

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Overview

Centraal Beheer: a case study

Operational Impact

Quantitative Benefit