InsureFin Digital Day 29 November 2017
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- Alan Cooper
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1 InsureFin Digital Day 29 November 2017 Customer engagement & retention in the digital age EUROPE S #1 DIGITAL INSURANCE PLATFORM
2 Outline 1. Overview Digital Insurance Group 2. Data Intelligence The basis for customer retention and new business 3. Our lessons learned 4. Q & A
3 Digital Insurance Group / Vision OUR MISSION TODAY Europe`s leading digital insurance platform, providing retail and business users the right coverage for the right price ondemand at just the right time. 3 countries (GER, CH, NL) 100+ insurance partners 2 business units B2C brokerage (Knip) SaaS (Insurers/brokers/banks) GUT (2,1) TÜV certified App Top 100 Swiss Startups #1 FinTech in Switzerland 2016 Digitaler Leuchtturm Award 2015 #1 Insurance App 2016 #1 Insurtech in Europe 2016 #1 Best digital Broker & App 2017 #1 Highest Trust Award 2017
4 Digital Insurance Group / Highly experienced serial tech entrepreneurs with deep insurance expertise Ingo Weber CEO Group Roeland Werring CTO Group Chris Bakker CPO Group Ruben Troostwijk CEO Komparu 20 yrs insurance & tech Former MD Verivox, Swiss Re, GE Insurance Track record in building businesses, investments and exits Co-founder Komparu 15 years in Tech& Development Successful entrepreneur in Big data and affiliate field Built largest car & healthcare insurance portal in NL Co-founder Komparu 15 years in Product& Tech Successful entrepreneur Built largest car and health insurance portal in NL Serial entrepreneur 2 successful exits Track record in Strategy & Sales Investors Route66ventures.com Ogc-partners.com qedinvestors.com Redalpine.com Creathor.com
5 Digital Insurance Group: Merger or two leading InsurTechs #1 Digital insurance broker in the EU Digital folder & brokerage Customer engagement & advice Customer Intelligence 1# InsurTech in the Netherlands Software for Insurers & Brokers Comparison & Transactions API Architecture # 1 Full Stack Digital IT Architecture Ability to service the entire value chain for DIG partners and 3rd parties Any Product, Any Time, Any Partner Product Distribution Service
6 Digital Insurance Group / One stop shop Proprietary Technology & Open API platform API User (statistics) / External & Internal Product Data Traffic Module (Frontend) Sale CRM Data 1. Own Websites SEO & SEA 2. White label integration SEO & SEA Traffic driving widgets Cashback platforms marketing Web & App Comparison module Single product module A/B testing Responsive Customizable Transactional fully automated process Sending policies/contracts Custom-build CRM Omni-channel customer engagement , chat, phone Dashboard Reporting Data analysis Machine learning Up / Cross sale Conversion Analysis
7 Our Track Record Track record: Web & APP & CRM Built Europe s first Insurance broker App Built leading insurance websites and portals SERP top positions with the most competitive insurance keywords (car, health, travel, etc.) Own portals and whitelabeling Highly scalable CRM system METRICS 40 Websites #1 Car & health insurance 800 Partners 120mio Visits 200,000 Transactions 700,000 Downloads
8 Offering / Examples Insurance portfolio at one glance Real time communication: connect to experts Automated In-app recommendations Fully automated offer & sales process 8
9 Example / On-boarding Download the app It s available in the Apple or Android Store Register Add your personal information Insurance Selection Select the insurances that you have a policy with less than 3 minutes Sign mandate Signing the mandate on the phone KNIP takes over Knip reaches out to insurances to receive the insurance polices. Policies will be uploaded in the app and the optimization and management can begin. ca. 3-5 days
10 Example / Knip App Overview Chat Push Notification Needs Analysis FrontEnd Customer Journey Onboarding Interaction Recommendations & Optimization Offer & Sale Automation Automated policy scanning Custom build CRM Profiling & auto optimisation Offer form
11 Our technical solutions for insurers and brokers MOBILE APP Digital Folder (All policies incl 3 rd party insurers) Cockpit overview (over or under insured) What insurances do I need? Build customer profiles to get recommendations Bundled products: (home, contents, liability, legal) as 1 Request a new offer / policy One-click purchase Claim report tool SMART INSURANCE New Bundle products Switch on/off IoT CUSTOMER INFORMATION CENTER (WEB/PORTAL) Content Advise Tools Transactions CRM + STATISTICS FOR AGENTS Manage all your own customers Make new offers for customers Chat & history Handle damage/claims reports
12 2. Data Intelligence / Custom built CRM LIMITATIONS OF EXISTING CRM SOLUTIONS With CRM s, like SalesForce or SugarCRM, one is always limited to the possibilities of the system Custom functionality are difficult to build and expensive BENEFITS OF KNIP S CUSTOM BUILT ITS CRM CRM has been build from scratch to completely follow the sales path as needed for the mobile application. Also new features, like fast integration of tracking, chat, mail, voip, etc. is easily done. Other CRM Knip s CRM
13 2. Data Intelligence / Machine Learning and AI Applying Machine Learning and AI for customer retention
14 Data Intelligence / Examples of ML for commercial use Examples of ML for commercial use Identify the risk for churn of customers Identify high value customers (CLV) Predict next-best-product Customize CRM messaging Establish relationship between sales and demographic variables of customers Extracting information of documents (policies pdf)
15 Data Intelligence / Increasing retention, reducing churn DATA ANALYSIS & MACHINE LEARNING CUSTOMER RETENTION CHURN RATE AND HIGH CLV Thanks to our machine learning and data analysis knip has the possibility to precisely analyze customer behavior and structure interaction accordingly. Generally High CAC Retention is the key This is amongst other, one reason why Knip has a very low Churn rate and high CLV.
16 2. Campaign conversion rate / Machine learning applied in campaigning Advantages of Machine Learning in campaigning TIMING TARGET GROUP SELECTION CLICK RATE & OPEN RATE Right offer in the right time. Due to data analysis the ideal time is defined for each corresponding campaign. Through selecting campaign recipients with predictive algorithm based on Logistic Regression, conversion rates are increased significantly Better than the industry average. Open rate x 3 Higher Click rate x 5 Higher
17 Data Intelligence / Results of the supervised machine learning model Increase sales conversion up to 50% by accurately targeting relevant customer groups Higher cost efficiency by reducing cost of processing unqualified leads Increase customer satisfaction by avoiding spamming customers with irrelevant offers Increase Customer Lifetime Value
18 3. Retention - Lessons learned Biggest issue for insurers and financial services companies are: Churn and New Sales RETENTIONS Customers Agents NEW SALES LACK OF TRUST AND LOYALTY Existing Customers New Customer
19 How to build loyalty? It is hard to build loyalty if you interact with your customers only once a year
20 Changes in Technology & Customer Behaviour NEW TECHNOLOGIES Mobile Voice IoT Leads to CHANGE IN CUSTOMER BEHAVIOUR NEW PLATFORMS CHANGE IN CUSTOMER EXPECTATIONS
21 Our Customer touch points 10x more than traditional insurer or broker Our touchpoints & offers Digital Portfolio overview Digital needs analysis Automated next best offer In App Offer & Sales process Automated reminders to policy renewal Digital claim report & support Service and support via live chat Digital policy updates Newsletter Target campaigns Price comparison Annual needs check After sales process
22 Customer Engagement is Key for Customer Retention CREATING TRUST BUILDING USP GAINING CUSTOMER INSIGHTS SOLVING PROBLEMS IMPROVING SERVICE
23 Engagement Innovation ENGAGEMENT INNOVATION Leads to: Convenient customer experience Customer-centric products New added value service New business models Move to pull (vs push)
24 Finally: Digital Transformation BEING TRULY DIGITAL MEANS NOT digitzing processes BUT solving problems for customers HOW? Start from the CUSTOMER NEEDS Create end-to-end CUSTOMER JOURNEYS
25 Contact: Ingo Weber, Group CEO #1 #1 #1 Insurtech in Europe European Fin Tech Award 2016 Insurance App Finanztest & Android Magazine FinTech in Switzerland Swiss Fintech Award 2016
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