Case Study: a top 5 health insurance company improves personalized communications with Fractal

Healthy experiences? It’s all in the detail Driving improved marketing communications for a leading healthcare insurer

The client, a top 5 health insurance company, faced a challenge with disjointed and overwhelming customer communications that led to poor experiences and message fatigue. They partnered with Fractal to redefine their marketing strategy by developing a Next Best Action solution, aiming to deliver personalized and relevant experiences to their members.

Fractal implemented its proprietary Customer Genomics tool on the Microsoft Azure platform to create a comprehensive AI-driven solution. This involved building a Customer 360 database and developing machine learning models to optimize campaign targeting. The results included a 12% reduction in communications to reduce fatigue and a 21% increase in marketing ROI, leading to improved customer satisfaction and engagement.