Case Study: ERGO Italia improves customer retention with Capgemini

ERGO Italia - Customer Case Study

ERGO Italia, a member of the ERGO Insurance Group, sought to increase customer satisfaction and prevent customer loss by growing its base and introducing a retention model. They partnered with vendor Capgemini, leveraging their consulting services, for the RESCUE project to reinstate policies and strengthen customer confidence.

Capgemini implemented a solution involving detailed customer database analysis and a targeted campaign management process, which included developing a Customer Management System (CMS) for call center operations. This resulted in the reinstatement of approximately 1,700 customers, with marketing campaigns achieving a 4% average redemption rate, successfully improving retention in a cost-effective way for ERGO Italia.

ERGO Italia

Stefano Cerizza

Head of Strategy and Operations