Johannesburg, 04 Aug 2010
Zurich Connect (Zurich Financial Services), the pan-European insurance brand from Zurich Financial Services, has selected SAS, the leader in business analytics software and services, and IS Solutions, to support its continued growth through better understanding of its online customers' experiences.
Using SAS software, Zurich's European Direct operation will analyse online customer behaviour to support customer acquisition by fine-tuning the online quote and purchase process.
SAS will provide Zurich with a consistent and accurate approach to measure how individual direct customers respond to different types of digital marketing, how they use price comparison sites and ultimately buy insurance. By providing a seamless representation of the customer journey, the company will be able to provide targeted, relevant offerings to customers.
Steven Redding, European Head of Digital Development for Zurich Connect brand, says: “Our main requirements from SAS are to give us a more accurate and true representation of how our customers are interacting with our direct businesses across Europe. We want to gain insight from our customers' experiences and use it to improve our online acquisition and conversion.”
Zurich considered a number of options before choosing SAS for its proven analytics and customer-centric approach. Zurich Connect will now be able to understand its online business from an individual customer perspective.
Redding continues: “SAS has also provided us with a comprehensive business analytics framework that enables delivery of information across multiple countries and to a diverse range of business users, from execs to business analysts, from marketers to underwriters,” says Redding.
The two partners, SAS and IS Solutions, are now implementing SAS for Customer Experience Analytics for Zurich's Direct business, as well as providing an ongoing managed service that allows the client to concentrate on its responses to the intelligence that it receives from the software. The delivery project is commencing in Italy with further deployments in the UK, Spain, Switzerland and Germany to follow.
Peter Kear, Sales Director at IS Solutions, comments: “SAS is a natural fit for IS Solutions with our extensive knowledge of the user experience of e-business, and we're delighted that Zurich Connect has chosen us to implement and host SAS for Customer Experience Analytics for them. Zurich Connect will be able to better understand [its] customers' online behaviours and improve online sales across Europe at a time when retaining customers is a key driver in maintaining competitive advantage.”
Richard Kellett, Director of Marketing SAS UK and Ireland, states: “In a highly competitive marketplace it is critical for insurers to understand their customers' behaviours from the customer's perspective - this is a step change from the traditional approach of Web analytics that views the online world from the perspective of the Web page. SAS' partnership with IS Solutions means Zurich Connect will have both the software and ongoing support to gain a true understanding of its customer base.”
SAS Customer Intelligence <http://www.sas.com/solutions/crm/index.html> enables companies to deepen customer insights, choreograph customer interactions and continuously improve the organisation's marketing performance. Customers worldwide using SAS to support customer initiatives include DeutschlandCard, First Citizens Bank, Grupo Santander, MBNA, Staples, US Bank and Wakefern Food Corp.
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