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Insurance
The client:
New insurance brand to the Australian market

Industry Sector:
Insurance

Target:
Consumers

The challenge:
The client made a conscious decision to differentiate its look from established Australian insurance companies. With this in mind, they asked a number of service companies to present a strategy on how they could build and maintain a service and communication package to handle all of the sales communications process for their insurance product offering.

Methodology:
The RAPPORTCMS platform was selected via (Unity4) and was configured to manage all communication timing, delivery channel, and content. The complete process was scoped and scripted and timings set to trigger the various printed, SMS, email and telemarketing "events".

Today, the RAPPORTCMS managed solution enables disciplined sales delivery encompassing :
Answering of inbound calls and conversion of callers to receiving an information pack and agreeing to receive a follow up call.
Prompt mailing of a personalised information pack the next business day.
Development and execution of the timely scripted outbound telesales follow-up to within 7 working days of the date that their mail pack was triggered and posted.
Triggers designed to make subsequent follow-up calls in order to convert interest into sales.
Structured monitoring of telephone calls and the maintenance of records, as outlined in the relevant legal compliance guidelines.
Various other mail packs, triggered at pre-designated times to further reinforce the message and encourage the sale.
Other email and SMS communications are also triggered and broadcast at preset timings for each prospect, presenting further "call to action" messages
Liaison with the client, their product underwriter and their policy administration partner, to ensure that data is transferred seamlessly and that their customers managed with accuracy and confidentiality.
Reports are accessed online, demonstrating all aspects of the lead management and sales conversion process, including:
Inbound call conversion to leads
Media source reporting analysis (to the date and minute)
Mailing timeliness
Outbound calling progress
  Sales conversions generated via the telephone and through the mail
Demonstration and documentation of all processes involved, to ensure that activities are conducted within the strict legal regulatory guidelines laid down by the Financial Services Act.
Results
The approach undertaken and methods used ensures that sales targets are exceeded and improvements are sought, agreed to and then locked into the process via the RAPPORTCMS rules engine.

Our service relationship is fluid in nature and has lead to many improvements since launch. The client enjoys online reporting with which they can make decisions n the direction of their advertising spend and other components of their sales mix. They also have the ability to monitor their calls seamlessly. The multifaceted nature of the whole process demonstrates the ease with which RAPPORTCMS can be used to manage complex relationships in a seamless and transparent manner.
 
Contact:
Craig Boorman
Business Development Director
RAPPORTCMS Pty Ltd
Ph: 02 8307 8512