Case Study: Leading Insurance Group achieves real-time crisis management and campaign optimisation with Lexer

Social listening at a major insurance group

Leading Insurance Group turned to Lexer and its Lexer Listen social listening product to manage risk and improve communication effectiveness across Twitter, Facebook, Instagram, blogs, forums and news. The insurer needed real-time visibility across multiple brands and issues so teams could respond quickly to reputational threats and evolving customer conversations.

Lexer configured brand- and issue-specific dashboards, reports and alerts with cross-team and agency access, enabling real-time crisis response and campaign optimisation. Using Lexer Listen they identified a planned protest and mobilised PR, security and comms to engage proactively (the protest was peacefully managed), and shifted from waiting 3–6 months for campaign insights to instantaneous optimisation—improving results, saving money and renewing the Lexer partnership for a third year across Australia and New Zealand.