- Team conducted VOC activities with Sales Personnel and customer base to map existing sales cycle and onboarding process.
- Lack of support tools increased the number of required sales calls and reduced conversion rate.
- Onboarding process was manual and labor intensive for sales force. This was a point of frustration for both the sales force as well as customers.
- Sales staff were expected to be insurance experts and technology experts – creating customer confusion and inconsistent experiences.
Combining a customized, self-guided, multimedia experience, with sales team intervention at the right time, enabled customers to better understand product benefits, save time and self-qualify.