Use case 2: Cross-sell home insurance to car-only clients
2 min
Now that our profile has subscribed to a car insurance policy it is a good time to talk about joining Admiral for the home insurance too and cross-sell the Admiral Multi-Cover policy.
- We want to trigger a journey when a customer has only a car insurance policy with Admiral.
- There is an offer attached to this journey to encourage the customer to consolidate their insurance products with Admiral.
- We will leverage the mobile app that the customer uses for their car insurance as a means to reach them across the devices they use.
- In total this represents the following actions:
- Display an offer on the welcome banner of the mobile app
- Personalise the website home page
- Send a push notification
- Get the call-center to call the customer if they haven't completed the quote
Visual representation of the use case:
What do we need to create for this use case?:
- Audience :
- To trigger the journey, we check for any new entry within the "car insurance alone" audience.
- A Content Decision:
- To attach the offer content to the customer journey.
- A push notification:
- To bring the customer to the mobile app.
- Code-based experience:
- To display the offer in the mobile app, highlighting the ease of use of Multi-Cover policy.
- A web channel action:
- To change the website and direct the prospect to the Multi-Cover section.
- A Multi-Cover quote start and end events:
- To listen to the interaction of the profile with the Multi Cover quote form.
- An external action:
- To let the Call Center team know that this profile hasn't completed the quote and needs to be presented with the offer over the phone.
- An Exit Criteria:
- To exit the journey and suppress any communication if they contract a Multi Cover insurance policy at any point of time.
- A journey
- To orchestrate the different actions to these customers.