Low levels of adoption were impacting the return on digital investment made by our client, a Fortune 200 insurance firm based in the US. Our team was brought in to support the development of an end-to-end process, with an aim to increase digital adoption and boost return on investment.
- Outcome 1: Tested, developed and executed an end-to-end strategy for boosting digital adoption levels
- Outcome 2: Built and shared reusable adoption playbooks and toolkits to help sustain results. Delivered interactive training workshops across multiple business lines to improve adoption practices across the organization
- Outcome 3: First use case with the annuities team increased online withdrawals self-service adoption by 50% within 1 month
- Outcome 4: Second use case with the group protection team increased self-service of the dental provider portal from <5% to 40% over 12 months
The challenge
Across the industry, established insurance organizations are being challenged by young digital natives. As a result, larger firms have been left no choice but to invest significant funds into transforming experiences and expanding their digital capabilities.
Our client, a large insurance firm based in the US, was looking to transform how it embraced technology both internally and externally. Despite significant investment in digital offerings, the company struggled to get uptake of digital tools and services. They needed help improving adoption across the digital space in order to see real progress and returns.
The approach
Our team designed and established an Adoption Centre of Enablement to develop a better process for our client. This would equip teams with the tools and approach to both design for adoption up front and improve the adoption of a solution post-launch, driving real, lasting change.
The tools delivered were as follows: an eligibility tool to identify who could use the pipeline management platform, an evaluation tool to identify eligible user groups that should be targeted to maximise return on investment, an activity selection tool to help select adoption activities and an adoption curve tool to plan, set and monitor adoption activities over time.
Since successfully piloting the process, our solution has driven improvements in adoption and returns on investment for tools and services across the organization.
The value delivered
Establishing the Adoption Centre of Enablement successfully resulted in greater levels of adoption and increased return on investment for our client. In fact, the first two use cases alone saw increases in self-service adoption of 50% in 1 month (first use case) and 800% over 12 months (second use case). This will help our client continually boost and sustain digital adoption rates both internally and externally, creating a better customer experience that generates greater returns and more value.
Elixirr’s collaborative approach helped our teams to think differently about the tools and systems they launch, enabling us to address issues limiting adoption, and creating engaging campaigns that have helped to drive improvements in return on investment.