CHALLENGE
Develop a scalable world-class digital ecosystem to improve customer and broker experiences
- Unite 43 regional websites, using 76 URLs and 164 branded social media accounts
- Create a consistent, global QBE brand experience
- Enable more personalization, conversations and customer insight
- Differentiate QBE’s digitized offering in an industry that’s changing due to disruption and innovation
- Customers’ expectations for modernization
SOLUTION
Solutions used
- Sitecore Experience Platform (XP 8.2)
- Sitecore Experience Database (xDB)
- Sitecore Email Experience Manager (EXM)
- Sitecore Connect
- Sitecore Experience Analytics Tools (xAnalytics, Path Analyzer, xProfile)
- Integrations include:
- Microsoft Azure
- UrbanCode
- Selenium Grid
- Jira
OUTCOME
Delivered a consolidated global web and mobile content management platform with 850+ pages
- Simplified web page updates; cut outdated content risk
- Improved customer experience/journey
- Provided multiple contact channels: web chat, phone, brokers, self-service, virtual agents to increase cross-selling
- Enhanced partner portal for 12,000+ brokers which helps save time and increase sales
- Achieved significant costs savings: hosting, licensing, maintenance down 47%, site migration 16% less, site enhancements 17% less
- Digital project delivered in four weeks
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