Our challenge was to acquire new Liberty Mutual customers and improve rates of policy renewal by encouraging existing customers to get the most out of their insurance. In order to optimize prospecting efforts on the email side, we needed to conduct a deep dive into historical email data to identify engagement trends and develop a scalable model to predict which customers are most likely to open an email.
To improve customer acquisition, we optimized the prospect journey from receiving a communication to starting a quote through mobile-responsive emails, compelling digital banners and dynamic landing pages. In order to improve customer retention, we created dynamic, real-time content personalized for different segments based on a customer’s geographic location and preferences. Our deep dive into historical email data allowed us to predict which customers would interact with certain emails, and improve our deployment schedule accordingly.