Swinton Group, the UK's leading high street insurance retailer, has selected Thunderhead Now as its enterprise customer communications solution to streamline the creation, personalisation and delivery of customer documentation for new business and renewals.
Swinton has over 3 million policyholders in the UK and continues to show strong growth; both organically and by acquisition. As 50% of the company's new business is done via the Web with over 400,000 online quotes generated daily, the company recognised that it required a customer communications solution that was capable of addressing its multi-channel communication needs as well as providing centralised support for the production and delivery of customer correspondence across its 580 branches.
Following a rigorous proof of concept, the company selected Thunderhead NOW as the solution best placed to meet the company's customer communications requirements. As part of the implementation, Swinton will be utilising the Thunderhead NOW Context Engine to drive more effective personalisation of its customer correspondence. The NOW Context Engine is a highly scalable XML repository which stores the complete content of documents, correspondence and other communications generated by the Thunderhead NOW platform, maintaining a full contact history for each customer. This rich information will enable Swinton to deliver more highly personalised and relevant communications to their customer base as well as produce sophisticated, tailored cross-selling messaging.
"By minimising our dependency on printed outputs, Thunderhead will enable Swinton to reduce both our operational costs and our impact upon the environment," commented Adrian Hazeldine, IT Director at Swinton Group. "Our branch-based business will also benefit from streamlined document production processes, which will bring greater consistency of brand and messaging while introducing a higher degree of personalisation."
"We are delighted that Swinton has selected Thunderhead NOW as its enterprise customer communications solution," said Thunderhead CEO Glen Manchester. "In today's challenging economic climate, brokers and insurers alike are under increased pressure to cut costs while, while, at the same time, retaining customers.
Thunderhead NOW will not only enable Swinton to be more efficient and reduce costs associated with their customer communications. With the NOW Context Engine, Swinton will also be able to more greatly personalise each customer interaction and deliver truly differentiated customer service, which will increase customer loyalty and retention."