Success Story

How Eureko Sigorta Boosted Policy Renewals by 550% and 17X More NPS Responses With Insider

InStory
Category Optimizer
Onsite Experiments

550%

increase in policy

renewals via WhatsApp

compared to SMS

11%

increase in
NPS score

17x

more NPS evaluations collected

Industry

Insurance

Themes

Customer Engagement
Channel Optimization

Channels

WhatsApp
Chatbot
Architect

Tools

Conversational CX
WhatsApp Flows

“We were impressed by Insider’s innovative approach to leveraging WhatsApp for customer engagement. By integrating WhatsApp into our communication strategy, we significantly improved our policy renewal rates and customer feedback collection, which are crucial for our business growth.”

Damla Çiçek

Digital Marketing Manager

Download as PDF
Get a demo

About Eureko Sigorta

Eureko Sigorta is the Turkish subsidiary of Achmea Group, one of Europe’s most established insurance companies. Founded in 1989, Eureko is a leading non-life insurance company offering a broad range of products and services. The company stands out with its strong bancassurance presence and its ability to seamlessly merge technological innovation with a human-centric approach.

Why Insider?

Eureko Sigorta chose Insider after switching from their previous chatbot provider to leverage a more robust Conversational CX experience. Insider’s advanced capabilities in chatbot flows and WhatsApp notifications, combined with Customer Data Platform (CDP) features, allowed them to enhance customer engagement and streamline communication across multiple channels. Additionally, consultation and insights from Insider’s local customer support team played a crucial role in helping Eureko Sigorta utilize the technology more effectively compared to their previous provider.

USECASE #1

Boosting Policy Renewals via
WhatsApp

The challenge

Eureko Sigorta was sending SMS notifications to 2,000 to 3,000 customers monthly, reminding them of approaching policy renewal dates. However, these efforts yielded low engagement, with only 2% of customers renewing their policies via SMS. This low engagement rate not only hindered customer retention but also negatively impacted key business metrics, as policy renewal rates remained stagnant.

The solution

Insider helped Eureko Sigorta transition from SMS to WhatsApp for policy renewal notifications. This enabled more engaging and interactive communication with customers, leveraging WhatsApp’s conversational capabilities to improve customer interaction.

The results

12-13%

of policy renewals

attributed to WhatsApp

550%

higher policy renewal

rate compared to SMS

USECASE #2

Enhancing Customer Feedback with WhatsApp

The challenge

Eureko Sigorta was collecting NPS feedback from customers via SMS. However, the limited number of reviews hindered their ability to gather comprehensive insights into customer satisfaction.

The solution

By switching to WhatsApp for customer feedback collection, Eureko Sigorta leveraged a more engaging and accessible channel. This transition led to a significant increase in feedback collection, with 106 reviews gathered in just one month—far exceeding the 74 reviews collected via SMS over the entire year. WhatsApp’s interactive nature allowed customers to feel more connected and valued, resulting in 17 times more NPS evaluations compared to SMS. This not only provided a much larger dataset for informed business decisions but also contributed to an improvement in overall customer satisfaction.

The results

17x

more NPS evaluations were

collected via WhatsApp vs. SMS

11%

increase in

NPS score

Summary

With Insider’s Conversational CX and WhatsApp capabilities, Eureko Sigorta significantly enhanced customer engagement and improved key business metrics. The partnership resulted in a 550% increase in policy renewals and a 11% increase in NPS score, demonstrating the effectiveness of leveraging innovative communication channels to drive business growth in the insurance sector. These improvements not only boosted customer satisfaction but also provided Eureko Sigorta with a much larger dataset for informed business decisions, thanks to 17 times more NPS evaluations collected via WhatsApp compared to SMS.

Looking ahead

Eureko Sigorta plans to further optimize operations by expanding its use of Insider’s features with multiple channels, including SMS, Email, and Transactional WhatsApp, to leverage a more comprehensive and multi-channel approach to customer engagement. This strategic expansion aims to enhance customer interaction across various platforms, further solidifying their position in the insurance sector.

Favorite feature

WhatsApp Flows

Eureko Sigorta's favorite feature is Insider's Conversational CX, particularly the WhatsApp Flows, which enables them to engage customers more effectively and personalize interactions. This feature has been instrumental in significantly improving policy renewal rates and customer feedback collection, making it a crucial tool for enhancing customer satisfaction and business outcomes in the insurance sector.

Download as PDF
Get a demo

Discover more inspirational stories

Previous
Next
View all success stories

Trusted by over 1,200 global brands

Want to learn what Insider can do for you?

Book a demo