PEMCO, a regional insurance carrier known for high-touch service, recognized that it needed to expand its service capabilities to the Internet in order to remain competitive. Working with West Monroe Partners, PEMCO developed a strategy for extending its strengths into a new and critical channel that would allow for an effortless online customer experience throughout the customer lifecycle: discover, evaluate, purchase, and service.
The Problem
The Internet has become vital to the insurance industry, with a growing number of insurance customers using the web each year to research and purchase policies and conduct service transactions. PEMCO did not have the capability to serve customers or facilitate purchases online, and it wanted to move quickly to create a world-class online experience for its customers, direct agents and business partners.
The Solution
As the foundation for defining an online customer experience strategy that reflects PEMCO's brand, West Monroe Partners conducted a market assessment that considered trends and innovations well beyond the insurance industry. It was also critical to set common principles that would guide both the current customer experience initiatives and future programs to ensure project goals were met. West Monroe Partners helped PEMCO develop a road map for implementing its strategy, including a budget and schedule that accounted for interdependencies among initiatives.
The Result
By working with West Monroe, PEMCO developed a clear plan for meeting its service and customer retention goals online—a strategy grounded in world-class eCommerce and customer experience principles, while addressing its key challenges. In addition to creating an engaging, high-touch online customer experience that promotes effortless interaction, PEMCO has realized other business benefits, including reduced cost of sales and overhead.
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