The complexity, diversity, and sheer number of product offerings presented a significant challenge for the AXA XL team. The primary issue centered around the direction and funneling of leads that came in through their landing pages. The inquiries, often diverse and nuanced, had to be routed correctly either for insurance or re-insurance, to the appropriate queue. This task was made even more complicated by differences between nations, regions, and states.

The inadequacy of the existing system led to a lack of personalized advertising and notable inefficiencies in advertising strategies. The inability to accurately categorize and direct inquiries undermined the ability to target potential clients effectively, leading to missed opportunities and potential revenue loss. The need for a more refined and responsive lead funneling process became evident, highlighting the importance of precision and understanding in the management of complex product offerings and buyers' journeys.

AXA XL faced challenges managing diverse leads across its complex product offerings, exacerbated by regional differences. Inefficient lead funneling led to missed opportunities and hindered personalized customer engagement. Icreon collaborated with AXA XL to transform their lead management system, enabling precise routing, streamlined advertising strategies, and tailored customer experiences, ensuring a significant improvement in customer satisfaction and operational efficiency.

Direction

Icreon began by identifying limitations in AXA XL's existing processes and digital infrastructure. The team focused on creating an ideal customer journey by addressing inefficiencies in lead routing, claims submission, and advertising strategies. By aligning the digital experience with business objectives, Icreon redefined the lead funneling process to ensure inquiries were routed correctly, based on type, geography, and customer needs.

Speed

Icreon implemented a robust system to optimize lead funneling, categorizing inquiries into appropriate insurance and reinsurance queues. This solution integrated personalization at scale, enabling AXA XL to deliver tailored advertising and customer experiences. Comprehensive user training and a detailed manual equipped AXA XL's team to adapt the new system seamlessly, ensuring operational readiness from day one.

Velocity 

The solution empowered AXA XL to target potential clients effectively, reducing inefficiencies and driving revenue growth. Enhanced lead routing improved customer engagement and satisfaction, while streamlined processes eliminated redundant tasks and employee confusion. The transformation positioned AXA XL to capitalize on new opportunities, delivering scalable, targeted, and efficient customer experiences.