Caravan and Motorhome Club and Paragon DCX

Working alongside Paragon DCX and using Apteco software, a solution was created where members could provide their insurance renewal dates for a range of products, from Caravan Cover to Home Insurance. With the functionality in Peoplestage, it has also been possible to create personalised product specific links to place in appropriate emails.

Using PeopleStage and FastStats, a new flow of campaigns was created allowing anyone who has provided dates to be excluded from generic emails about a product that they have given a renewal date for. This new customer journey allows automated campaigns to be triggered when the renewal is due, based on the dates provided in the portal. Using PeopleStage, a reminder can be triggered one week later to any member who has not opened their email as a reminder to get a quote. As details of quotes and sales come back into FastStats it is possible to identify anyone who has taken out a quote or a policy in response to the campaign. On the back of the acquisition email it has been possible to expand the journey to then send a quote follow up to anyone who has taken out a quote but not purchased a policy. This joined up flow provides a rounded customer journey. The project has been developed further to add an email to the onboarding journey to capture renewal dates shortly after a member joins CAMC to ensure a constant flow of new dates into FastStats and into the customer journey. Based on the success of renewal date capture, it has been possible to continue to develop the customer journey and the project touch points. A campaign is sent out annually for members to either refresh their renewal dates or for members who have not provided dates in the past to submit dates. This however leaves a big window of time without dates being added to the portal. By utilising the PeopleStage content step new functionality has been added to the financial services newsletters to enable members to update the month of their outfit insurance or cover renewal from within the body of the email. The same personalised link is used, alongside the month and insurance product within PeopleStage and output into the email as a unique link that will update the member’s date for their caravan, motorhome or campervan insurance. This has enabled a reusable block within emails that can be tailored to the content of the product offering in the email creating efficiency in email build.

The innovative new end to end strategy has been extremely successful in gaining valuable data while improving the customer journey through a new set of automated communications.