Monroe Partners helped PEMCO develop a road
map for implementing its strategy, including a
budget and schedule that accounted for inter-dependencies among initiatives.
West Monroe Partners and PEMCO’s Engaging Customer Experience
PEMCO, a regional insurance carrier known for high-touch service, recognized that it
needed to expand its service capabilities to the Internet in order to remain competitive.
Working with West Monroe Partners, PEMCO developed a strategy for extending its
strengths into a new and critical channel that would allow for an effortless online customer
experience throughout the customer lifecycle: discover, evaluate, purchase, and service.
The Internet has become vital to the insurance
industry, with a growing number of insurance
customers using the web each year to research
and purchase policies and conduct service
transactions. PEMCO did not have the capability to serve customers or facilitate purchases
online, and it wanted to move quickly to create
a world-class online experience for its customers, direct agents and business partners.
As the foundation for defining an online customer experience strategy that reflects
PEMCO’s brand, West Monroe Partners conducted a market assessment that considered
trends and innovations well beyond the insurance industry. It was also critical to set common principles that would guide both the current
customer experience initiatives and future programs to ensure project goals were met. West
By working with West Monroe, PEMCO developed a clear plan for meeting its service and
customer retention goals online—a strategy
grounded in world-class eCommerce and customer experience principles, while addressing
its key challenges. In addition to creating an
engaging, high-touch online customer experience that promotes effortless interaction,
PEMCO has realized other business benefits,
including reduced cost of sales and overhead.
Consulting May 2013