Case Study: GMF boosts omnichannel purchase conversion with datakili

How does GMF measure and optimize its omnichannel purchase journeys

The customer, a major insurer in france, faced the challenge of measuring and optimizing its omnichannel purchase journeys to break down data silos and improve conversion rates following prospect requests for quotations. They sought to identify key customer paths and enhance their sales follow-up processes. To address this, the insurer selected datakili to gain a unified view of customer interactions across multiple channels.

Using datakili, the insurer was able to visualize and analyze over a million customer journeys centered on quotations. The solution enabled them to quantify the impact of follow-up calls, finding conversion rates were nearly twice as high when a call was made. datakili also helped identify a specific journey where calls were misrouted; by prioritizing these calls to a specialized unit, they uncovered a significant opportunity to boost revenue with a conversion rate multiplier of 3.3, leading to more precise KPIs and informed operational decisions.

GMF

Florent Cueto

Head of Data