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Insurance Case Study
Business Challenge
Insurer struggled with weak market position, policyholder defection, and flat-to-declining revenues overall.
The Cross Country Automotive Services Solution
Cross Country developed a customized roadside assistance program to include as a policyholder benefit.
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Results |
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- Six point increase in retention in both direct-to-consumer and agent channels
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- Mail response increased 17 basis points and Web-based customer acquisition exceeded goal by 20%
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- Reduce Reliance on Pricing
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- Converted 6% of customers when company pricing was higher than competition
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- Exceeded agent appointment goals by 60%, while improving agent quality
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