createD engagement and increaseD retention USING OUR Automated marketing communications platform

Type

Marketing Automation and Customer Retention - Insurance

 

 

Challenge: No communication with customers

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Triple-S Vida, a leading life insurance company in Puerto Rico, needed to connect more with their customers. Communications were mostly limited to operational letters that notified customers of different situations including that their payments had not been processed or that their policies would be cancelled. 

Competition in the life insurance industry is strong. Rival companies are calling customers to entice them to cancel with Triple-S and switch to them. Triple-S knew that if they were more proactive about communicating with their customers, more relationships would be retained.

 

Solution: Use a solution built on the Salesforce platform to engage and retain customers with automated communications

Triple-S Vida’s Customer Communication Program is an automated communication platform that uses trigger-based rules and personalized communications to communicate with customers at exactly the right moments with the right message.

 

Automated Platform

On a daily basis, Triple-S Vida’s customer database is transferred to Cobalto’s secure environment. Customer profiles and transactions are analyzed. Campaigns are identified and triggered for customers who meet the criteria for receiving a message. These communications are sent automatically via email or text message (SMS). 

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Custom Content

Custom content is used, including copy and graphics, for specific customers’ policies. For example, a cancer insurance customer with 2 years with his policy will receive different benefit content than those that have over 3 years with their policy.

 

Personalization

Dynamic data fields are used to personalize messages per data associated with the individual, creating a more engaging and personalized experience. 

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Result: Increase in engaged customers + no additional personnel to manage communications

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