Success Story
Petplan have their CRM management covered
Petplan, part of Allianz Insurance, needed to migrate its marketing platform from a hosted service to an in-house solution. They required a robust CRM system to enhance personalised marketing, streamline workflows, and improve customer engagement.
Industry
Insurance
Date delivered
Ongoing
Length of project
Since 2018
Solution provided
On-Premises CRM Solution and Adobe Campaign Implementation
Technology
Adobe Campaign, Apteco FastStats
The Project
Petplan, the UK’s largest pet insurer and part of Allianz Insurance sought to bring its Adobe Campaign database marketing in-house. They aimed to gain better control over customer communications and improve campaign efficiency. Tap CXM provided the solution architecture and implementation expertise needed to make this transition successful.
The Challenge
Petplan faced several CXM challenges during its transition:
- Migration from hosted to in-house services: They needed to move Adobe Campaign and Apteco FastStats to internal infrastructure with expert execution.
- Upskilling internal teams: The CRM team required training to manage and optimise the technology, ensuring effective independent use.
The Solution
Tap CXM led the design and implementation of an on-premises CRM solution. Our consultants worked with Allianz’s technical team to migrate services to their internal infrastructure. This migration gave Petplan full control over its marketing, free from third-party limitations.
Post-migration, Tap CXM supported Petplan with development and testing to improve customer communications. These efforts streamlined workflows, reducing campaign launch times by 15-20%. Our ongoing partnership focuses on refining data strategies and enhancing personalisation with advanced analytics.
I have increased confidence in solutions when Tap is present in the session as they have a rare ability to balance optimal capability and commercial delivery.
Pete Honeywood, CRM Performance and Customer Experience Manager, Petplan
The Results
The collaboration between Tap CXM and Allianz delivered notable results:
- Streamlined campaign processes: Moving from ideation to launch takes 2-3 weeks, saving the team 15-20% time.
- Enhanced personalisation: Sophisticated CRM capabilities allow breed-specific content, postcode-based targeting, and behavior-driven workflows.
- Improved customer loyalty: Advanced analytics from Adobe Campaign and Apteco FastStats help create valuable, personalised interactions, fostering loyalty among 1.3 million insured pets.
