A district of a national insurance company had a new auto service insurance product that it wanted to personally introduce to its existing auto insurance customers via a mailer and follow-up telephone call. In addition, the company wanted the call to be "a touching base" with customers to ask if they had any questions or concerns with their existing insurance policies or inquiries into new products.
The main objectives of the contact program were to 1) determine if the customer would like additional information on the new product, 2) schedule a call back time for the insurance agent if the customer had other questions, and 3) thank the customers for their business.
The program began by receiving contact data from the insurance firm that contained the customer information and the specific agent for that customer. ATI made two phone attempts to the customer at the telephone number provided. ATI placed each call in the name of the specific agent so as to personalize the call more than just calling in the corporate office name. At the end of each day a report was generated and categorized by specific agent’s name summarizing the results of customers that had been contacted and those interested in being called back. We also noted preferred times of the day the customer wished their agents to try and reach them. Reports were distributed to each agent for their follow-up contacts.
The program success exceeded our client’s goal of 2% to 3% interest for a agent call back. The ATI program resulted in 5.5% of the customers requesting to be contacted by their agents for a variety of reasons including purchasing new insurance policies.