Case Study: Provinzial Group achieves 15% higher NPS with moveXM

15% higher NPS and 25% less negative feedback at Provinzial Group

The Provinzial Group, a major public insurance company in Germany, faced the challenge of managing customer experience across its complex structure of various brands, divisions, and contact channels. Their goals were to gain meaningful insights from policyholders, identify problem areas, and strengthen customer loyalty amidst rising expectations. To tackle this, they partnered with vendor moveXM to implement its holistic CXM software solution.

Using moveXM, the Provinzial Group integrated a bi-directional interface with its CRM and utilized AI-supported text analysis to automatically categorize customer feedback. This solution enabled rapid delegation of complaints and proactive issue resolution. The results were significant, with moveXM helping to achieve a 14-15% increase in Net Promoter Score across two customer journeys, a 25% reduction in negative feedback, and a more than doubling of product sectors with a very high NPS.

Provinzial Group

Björn Bauschus

Head of Customer Management