Web Adoption Grows
Overall, customer adoption of the online features has been strong, saving the client money and enhancing the customer experience.
The graphic below highlights how many unique users were logging onto the customer website over the course of the project. The steady improvement of adoption over time is evident as more and more users took advantage of the new functionality.
Put Down the Phone
As mentioned above, our client saw a significant decrease in phone calls for insurance claims support.
The marketing team conducted a customer satisfaction survey in early 2017. They found that the majority of the claim tool users reported that they were satisfied with their website experience.