IBM Case Studies Increasing customer renewals with a mobile solution delivered in just three months

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	Increasing customer renewals with a mobile solution delivered in just three months IBM

Increasing customer renewals with a mobile solution delivered in just three months

IBM

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Services	Software Design & Engineering Services System Integration
Challenge	Financial Insurance Management Corp. (FIMC) wanted to deliver increased value to members by offering an enhanced, high-quality mobile experience. The company hoped that by providing mobile services, it would simplify the renewal process for members. In the past, members might not realize that their roadside assistance or discount services had expired until they tried to use them. At that point, they would have to use traditional means, such as email or a phone call, to contact FIMC to renew their service. FIMC wanted to streamline this process so that members could easily renew from any location, ensuring more continuous service. Additionally, FIMC wanted to deliver faster access to its benefits and promotions, helping members gain more value from their memberships and thereby increasing the likelihood that they would want to renew. Read More
About Customer	Financial Insurance Management Corp. (FIMC) is a leading provider of outsourced customer membership programs. The company offers customer service, point-of-sale (POS) training, regulatory compliance guidance, and marketing support to a diverse set of customers, including Wells Fargo, Precision Tune, AAMCO, and Citibank. FIMC produces customized packages for customers, then provides services to fully manage the packages. Founded in 1974, FIMC is headquartered in Sarasota, Florida. Read More
Solution	FIMC engaged IBM Business Partner PointSource to design and deliver a mobile application using IBM MobileFirst Platform and IBM Rational Test Workbench software. PointSource used the MobileFirst Platform software to create a mobile solution that integrates with FIMC’s existing back-end systems, which house member information and other data. The mobile solution improves the user experience by providing an intuitive interface and by helping FIMC customers stay connected from just about anywhere. The solution delivers support for multiple devices, including Apple iOS and Android. PointSource wrote a single hybrid application with MobileFirst Platform software that supports both device platforms. PointSource used the Rational Test Workbench software to help improve application quality. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Services

Software Design & Engineering Services

System Integration

Challenge

Financial Insurance Management Corp. (FIMC) wanted to deliver increased value to members by offering an enhanced, high-quality mobile experience. The company hoped that by providing mobile services, it would simplify the renewal process for members. In the past, members might not realize that their roadside assistance or discount services had expired until they tried to use them. At that point, they would have to use traditional means, such as email or a phone call, to contact FIMC to renew their service. FIMC wanted to streamline this process so that members could easily renew from any location, ensuring more continuous service. Additionally, FIMC wanted to deliver faster access to its benefits and promotions, helping members gain more value from their memberships and thereby increasing the likelihood that they would want to renew.

About Customer

Financial Insurance Management Corp. (FIMC) is a leading provider of outsourced customer membership programs. The company offers customer service, point-of-sale (POS) training, regulatory compliance guidance, and marketing support to a diverse set of customers, including Wells Fargo, Precision Tune, AAMCO, and Citibank. FIMC produces customized packages for customers, then provides services to fully manage the packages. Founded in 1974, FIMC is headquartered in Sarasota, Florida.

Solution

FIMC engaged IBM Business Partner PointSource to design and deliver a mobile application using IBM MobileFirst Platform and IBM Rational Test Workbench software. PointSource used the MobileFirst Platform software to create a mobile solution that integrates with FIMC’s existing back-end systems, which house member information and other data. The mobile solution improves the user experience by providing an intuitive interface and by helping FIMC customers stay connected from just about anywhere. The solution delivers support for multiple devices, including Apple iOS and Android. PointSource wrote a single hybrid application with MobileFirst Platform software that supports both device platforms. PointSource used the Rational Test Workbench software to help improve application quality.

Impact #1	The mobile application provides numerous services to FIMC members, including one-touch roadside assistance, targeted discounts and promotions, social media interactions, email testimonials, claim submission, deductible management, and vendor promotions.
Impact #2	PointSource plans to deliver a new version of the application to FIMC once a month, including new feature enhancements or improvements based on customer feedback.
Impact #3	PointSource uses a transparent development model supported by the cloud-based IBM DevOps Services for BlueMix technology, an open, integrated rapid development experience optimized for the IBM BlueMix platform.

Impact #1

The mobile application provides numerous services to FIMC members, including one-touch roadside assistance, targeted discounts and promotions, social media interactions, email testimonials, claim submission, deductible management, and vendor promotions.

Impact #2

PointSource plans to deliver a new version of the application to FIMC once a month, including new feature enhancements or improvements based on customer feedback.

Impact #3

PointSource uses a transparent development model supported by the cloud-based IBM DevOps Services for BlueMix technology, an open, integrated rapid development experience optimized for the IBM BlueMix platform.

Benefit #1	The new mobile application has helped FIMC increase its renewal rate.

Benefit #1

The new mobile application has helped FIMC increase its renewal rate.

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Overview

Increasing customer renewals with a mobile solution delivered in just three months

Operational Impact

Quantitative Benefit