Case Study: Club 4x4 cuts routine calls and launches a self-service portal with The Customer Experience Company

Club 4x4 launches self-service portal for 80,000 members with The Customer Experience Company

The Customer Experience Company helped Club 4x4, an insurer for 4WD enthusiasts with 80,000 members, overcome a significant customer service challenge. The company operated a phone-only service for policy alterations and claims, which was costly and inefficient, handling 112,000 contacts annually. Club 4x4 faced a strategic dilemma: either undertake a risky and expensive full platform replacement or remain stagnant with no digital customer experience.

The Customer Experience Company built a modern self-service portal as an experience layer on top of Club 4x4's existing core system without altering it. The solution, developed in just 12 weeks, allowed members to manage policies and lodge claims online. Shortly after launch, up to 20% of claims and alterations were being processed through the portal, putting the business on track to cut routine call volume by 40-60% as targeted. This freed staff to focus on complex tasks and member relationships.

Club 4x4