Case Study: Univé achieves a 300% revenue increase with Medallia Digital Experience Analytics

Pinpointing bottlenecks through advanced session replay results in +300% revenue

Univé, a Dutch insurance company, faced a challenge in understanding *why* customers were abandoning journeys on its business insurance pages. While their existing Adobe Analytics tool showed *what* was happening, it lacked the context needed to pinpoint the root cause of friction and conversion drop-offs. To gain this deeper insight, they turned to the digital experience analytics platform from Medallia Digital Experience Analytics (Decibel).

Using Medallia Digital Experience Analytics's session replay feature, Univé's development team identified a critical technical error where a form submission was failing, causing customers to abandon the process. After implementing a fix, the conversion rate for business car insurance jumped from 1.5% to 7%. This resolution directly contributed to a 300% increase in revenue for a single quarter, delivering a complete return on investment and enabling the team to continue optimizing other customer journeys.

Univé

Sanne Roelofs

Ecommerce Specialist