Case Study: Physicians Insurance achieves 95%+ customer retention and personalized communications with Act-On Software

Physicians Insurance Uses Act-On to Personalize Communications and Retain Customers

Physicians Insurance, a leading provider of medical professional liability coverage in the Pacific Northwest, faced a shrinking insurable market and shifting buyer types as physicians moved into hospital systems and new decision-makers (administrators, brokers) emerged. Their marketing tools (Constant Contact, MailChimp) couldn’t integrate with internal systems or support the complex audience segmentation needed to personalize communications and retain customers.

They implemented SugarCRM plus Act-On to centralize data, automate segmentation by job title, specialty, region and clinic size, and deploy three targeted monthly newsletters for clients, brokers and thought leadership. The integrated platform streamlined workflows, improved targeting and analytics for sales and marketing, and delivered strong results — email open rates up to 31%, customer retention above 95%, lower costs, faster campaign build times, and deeper client relationships.

Physicians Insurance

David Kinard

Senior Vice President of Business Development