Case Study: MAIF increases insurance policy conversions by 9% with datakili

How did MAIF increase insurance policy conversions by 9%

MAIF, the fifth largest French insurance company, sought to improve customer satisfaction and increase conversions for online insurance policy purchases by gaining a deeper understanding of their omnichannel customer journeys. They needed to identify key moments of truth and pain points to establish a continuous improvement process. To meet this challenge, MAIF selected the vendor datakili and its customer journey analysis solution.

datakili enabled MAIF to visualize and analyze thousands of customer journeys, which revealed that most purchases initiated by a web quotation were completed over the phone instead of online. This discovery helped MAIF identify three key journeys with high optimization potential and fine-tune their call center's resource allocation. The solution from datakili resulted in a 9% increase in purchases, an 806% ROI, a 63% decrease in outbound calls, and significantly improved customer satisfaction.

MAIF

Michel Tournié

Head of Digital, Big Data & IoT Projects