Case Study: Direct Line Group achieves 500 days of analyst time saved and unified customer journey insights with Fospha

Direct Line Group took control of their data and saved 500 days of analyst time

Direct Line Group, a UK insurance company listed on the London Stock Exchange, needed to consolidate fragmented datasets, improve understanding of customers’ digital journeys to conversion, and identify wasted marketing spend to gain actionable insights. To address this, Fospha processed Adobe digital data daily and overlaid it with call centre, webchat and survey data, integrating these streams with Direct Line Group’s Customer Data Platform (CDP) to give a joined-up view of the customer journey.

Fospha’s solution fed consolidated data into Direct Line Group’s visualisation programme (refreshed daily), enabling the business to pinpoint the biggest online drop-out points, quantify their economic impact on conversion and revenue, and understand why customers were leaving. As a measurable impact, Fospha’s work has saved Direct Line Group approximately 500 days of analyst time per year.

Direct Line Group

Dan Bennetts

Digital Insight Manager