Case Study: Octagon Insurance achieves 330% ROI with IBM Tealeaf CEM Solutions

Octagon improves conversion with optimized customer experience

Octagon Insurance, a Gibraltar-based car insurance provider, faced a significant challenge in understanding why online customers were abandoning their policy applications. Their existing web analytics showed that conversions were dropping, but they lacked the visibility to determine the root causes of these usability issues and site errors, leaving them unable to effectively optimize the customer experience.

To address this, IBM implemented its Tealeaf Customer Experience Management (CEM) solutions. This provided Octagon with deep insight into user behavior through session replay and analysis, allowing them to quickly identify and fix specific obstacles, such as confusing form fields and missing payment options. As a result, Octagon increased its conversion rate by 22%, decreased validation errors by 40%, improved end-of-funnel conversions by 25%, and realized a 330% return on investment within six months of using the IBM solution.

Octagon Insurance