After a series of storms in 2015, Insurance Australia Group (IAG) received over 50,000 insurance claims through their customer call centre, the largest number of any event in Australia. Prompting an initiative to increase awareness of their online support services, IAG took steps to improve their online experience by trialling ideas through their insight community Imagined Better.
In this fireside chat filmed at the 2016 Customer Intelligence Summit in Sydney, learn how IAG successfully migrated its customers to online through a digital transformation initiative:
- Shifting customers from call centres to online self-service
- Choosing the right DIY Guru ‘Deirdre’ to educate customers on online services
- Result: self-service log-in targets exceeded by 70% within the first 4 weeks of launch
Deb Fernon, Manager, Research & Insight, IAG
Matt Meffan, Director, Program Growth, Vision Critical
Hear how Insurance Australia Group (IAG) used consumer insights to shift customers from call centre services to digital self-service. Result: self-service log-in targets exceeded by 70% within the first 4 weeks of launch.