LF Västernorrland is a locally customer-owned company, offering all aspects of financial security. From personal advice in banking, pensions, insurance, real estate brokerage, claims settlement, and damage prevention. LF Västernorrland provides insurance for individuals, families, businesses, and employees.
LF Västernorrland was positively surprised by the number of customers activated related to unpaid invoices.
Together with Wiraya, LF Västernorrland has chosen to focus on two critical moments of the customer lifecycle. The first one concerns customers who have an overdue insurance invoice. This is a critical moment as an unpaid insurance invoice risks leading to the customer becoming uninsured. From a business perspective, it could also lead to annulled insurance and in the end, a churned customer.
Using Wiraya’s pre-recorded voice calls and communication flow set-up, LF Västernorrland is actively contacting these customers, making them aware of the unpaid invoice, and providing them with options on how to proceed. For LF Västernorrland, it is important to deliver an excellent customer experience & offer customers a proactive service. During the call, customers are given different key choices, one option being able to connect through to customer support to speak with an advisor. It is through these interactive voice calls that LF Västernorrland can ensure customers get help and increase the likelihood that the customers pay their invoices and renew their insurance.
Customer Engagement
44% of the customers we contacted chose to be connected to customer service for assistance with their unpaid insurance invoice.
This represents the conversion rate for this communication initiative, which aimed primarily to prompt customers to take action and get in touch.
Listen through rate
89% of the customers who answered the call listened to most or all of the pre-recorded voice message.
This reflects the listen-through rate – showing strong customer engagement with the communication content.
Customers who listened to the pre-recorded voice call
Reach Rate
96% of the customers had correct contact details, and the call or SMS was successfully delivered.
This represents the reach rate – the proportion of customers we successfully reached through the communication.
"We are positively surprised by these high numbers, where almost every other customer wants to talk to us about such an important matter."
Richard Gillgren
Proactive & automated approach to connect qualified calls to customer service
The other critical moment that LF Västernorrland is focusing on is proactively offering their customer an insurance review. The main purpose of this communication flow is to deliver a strong sense of service and provide proactive customer care. This way LF Västernorrland ensures the customer has the right insurance set-up based on their prerequisites and they are also able to support customers with additional insurance and products if needed.
Customer Engagement
8–10% of the customers we contacted chose to be connected to customer service for an insurance review.
This represents the conversion rate for this communication initiative, with the goal of encouraging customers to take action and engage.
Listen-through Rate
91% of the customers who answered the call listened to most or all of the pre-recorded voice message.
This shows strong engagement with the content delivered during the call.
Reach Rate
95% of the customers had correct contact details, and the call was successfully connected.
This represents the reach rate – the proportion of customers successfully reached through the communication.
"We also have around 10% of customers who proceed in the call to conduct an insurance review. According to me, these are very high figures compared to other outbound activities, where typical figures are 3-4%. But here we have 10% who want to talk to us and have a review, and of course, there are great sales opportunities in these customer meetings."
Richard Gillgren
Working with Wiraya’s outbound communication flow allows LF Västernorrland to focus their internal resources in a more efficient way – focusing their time and effort on the customers who want to talk and have an insurance review. This automated way to connect qualified calls to the advisors also allows LF Västernorrland to target more customers, leading to higher business results as well as more satisfied customers.
Providing excellent customer experience is key, in this, the content of the call plays a big part. Also, the phone numbers used in the communication flows are registered on LF Västernorrland, allowing customers to verify numbers by checking hitta.se and Eniro. And, as the different SMS versions sent as part of the communication flow do not contain any links the customer can feel safe. The overarching purpose of all of Wiraya’s communication flows is to offer service-based communication that is relevant to the customer and therefore deliver strong results and an efficient way of working for the client.
"Wiraya has become an important part of our customer communication. Through automated voice calls, we can offer the customer a personalized insurance review and ensure they have the right protection. This proactive approach helps us detect changes in the customer's needs. Thanks to Wiraya, we can react quickly and increase customer loyalty by showing that we care"
Richard Gillgren
"How has LF Västernorrland experienced the collaboration with Wiraya?"
"I would like to highlight one thing, and that is the simplicity of starting this collaboration. For me in my role, it has been very simple. The simplicity of the setup and collaboration has also made my staff very positive about working with Wiraya. It's easy for us to use and that’s excellent!"
Richard Gillgren
LF Västernorrland: Smarter customer communication
LF Västernorrland is a locally customer-owned company, offering all aspects of financial security. From personal advice in banking, pensions, insurance, real estate brokerage, claims settlement, and damage prevention. LF Västernorrland provides insurance for individuals, families, businesses, and employees. LF Västernorrland was positively surprised by the number of customers activated related to unpaid invoices. Together with […]
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