“Ninety-five per cent of our policies are sold online so improving our digital sales experience is critical to growth,” said Chris White, CEO of Southern Cross Travel Insurance (SCTI). “We identified Sitecore 9.2 as the best technology solution available to meet our organisation’s needs and the rebuild of our website on this platform will help us deliver exceptional customer service through greater personalisation at scale.”
SCTI is one of the first businesses in New Zealand to adopt the latest iteration of Sitecore’s digital experience platform, which has been designed to make the customer experience ‘more meaningful and personalised’ by facilitating more testing and more precise optimisation. The platform will also allow SCTI to bring new products to market much more quickly and efficiently.
After soliciting and digesting feedback from its customers, SCTI has fully refreshed its website, with various additions, including the ability to create an account where all policy and personal details are immediately accessible. Claims can also be submitted and tracked via the website.
“Of the 62,000 calls from customers we’ve received so far this year, 16 per cent have been questions about how to claim or enquires relating to the status of a claim,” added White. “Our customers can now access this information online at any time of the day, reducing pressure on our frontline teams.”