EnterSpace Personalization Suite™ for Insurance

Dynamic, 1-to-1 interactions with millions of customers…one customer at a time.

Many leading insurance companies desire to differentiate themselves by offering richer customer interactions; experiences that are consistently delivered through every service-channel; including brokers, direct sales forces, captive and independent agencies, claims service organizations, service providers, and claims adjusters. Many insurance companies recognize that there is incredible value in matching customers to tailored, 1-to-1 offerings to increase their customers’ lifetime value to the firm, but thus far have been given few tools that cost-efficiently personalize the customer experience in a scaleable manner. Such is the promise of personalization from Jericho Systems.

Personalization Based on the Current Session & Transaction, not just Past Information There are many personalization and CRM (customer relationship management) solutions for the insurance industry. Many are adequate; but most lack true real-time functionality. Customer segmentation occurs offline generally in some sort of periodic batch processing not while your customer is clicking through your web site or on the phone with a company representative. The result is categorization, not personalization. But customers don't want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, current economic/ underwriting conditions, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions during every transaction; online, over the phone and in-person.

For Example Insurance is not a one-size-fits-all business. To adequately service the needs of the customer population, insurance providers are constantly striving to create product offerings that offer optimal service to their diverse customer base. Unfortunately, doing so is very expensive. The Holy Grail in the insurance industry has long been to find a way to offer a uniquely personalized service to the customer, while remaining cost competitive with the discount firms that are so prevalent in the industry. Bringing those two goals into alignment is precisely what the EnterSpace Personalization Suite is designed to do. By allowing marketing and product offerings to be finely tailored to the needs of the customer, we enable you to provide highly personalized service for improved customer satisfaction; by automating the decision process of what to offer your customer, we allow you to do so economically.

Multi-Channel Personalization™ Jericho Systems' personalization is enabled through any customer touchpoint across all brands, i.e. web, call center, in-person, voice response unit, etc. Most personalization solutions operate on a single channel. Web personalization packages generally do not interact with CRM personalization systems causing client-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Enterprise-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire enterprise, and personalization rules maintained by a specific region or office but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most insurance companies, information silos exist creating walls between you and your customers. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your customers' behavior has enormous value. The EnterSpace Personalization Suite captures information about your customers and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the customer, the situation, the transaction and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a customer with repetitive messages and enables customized content to be based on customer choices and behavioral patterns.

Our enterprise software tool creates a personalized environment, through whatever channel, whenever your customer chooses to enter that channel.

With the EnterSpace Personalization Suite, Insurance Firms Gain Numerous Solutions, Including:

• 1-to-1 Targeted Offerings based upon known customer attributes, policies, claims, billing history and situational parameters including session clickstream, market conditions, etc.
• Secure, Online Intuitive Portals and Self-Care Solutions in a controlled fashion, give your agents and clients the information they want, when they want it; to advance relationships in real-time, while at the same time providing you with tremendous opportunities for targeted offerings.
• Personalized Up-Selling, Cross-Selling and Bundling real-time, customer-centric messages to induce purchases; tailor real-time policies on-the-fly; bundle offers such that they become 1-to-1 packages.
• Individualized Co-Marketing and Co-Branding Offers present the best customer-specific offers from your partners in real-time.
• Real-time Alerting Capabilities like personalized business news, disaster information and account details delivered to via e-mail or wireless device.
• Tailored E-Mail and Newsletter Solutions 1-to-1 messages personalized customer-by-customer.
• Online Advertising Auctions if your site has outside advertisers, enable them to compete for the right to present messages to your clients.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, quoting, billing, service request and payment and other enterprise data sources.

Insurance Firms' ROI in Jericho Systems is Derived from:

• Increased Revenue through offering the right products and services 1-to-1; right now
• Increased Revenue through increased customer acquisition and increased customer retention due to enterprise up-selling, cross-selling and product/ service bundling
• Increased Revenue through effective co-marketing and co-branding
• Decreased Costs of time to market and enhancement of personalization initiatives enterprise-wide
• Decreased Costs from secure and robust self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.