From 150 Manual Campaigns to 18 Automated Journeys — General Insurance Provider Scaled Renewals with FirstHive CDP+AI Platform
Customer since
2024
Region
AMER
Industry
Technology
Key use cases
Customer profile unification
88% Renewal Boost
AI journeys drove timely, relevant outreach.
18+ Automated
Journeys
Replaced 150+ manual campaigns with personalized execution.
Reduced Media Spend
Smart targeting improved ROI.
A leading national general insurance company, serving millions of policyholders across auto, health, and personal insurance lines, aimed to accelerate policy renewal rates—one of its core business KPIs—by transforming how and when customers were reached for renewals.
Business Challenges
However, this insurer faced key hurdles:
- No visibility into effective engagement channels
- Duplicate communication to already renewed customers, wasting marketing spend
- Fragmented campaign execution with over 150 parallel journeys
- Lack of a unified customer view, causing inconsistent messaging and poor experiences
This resulted in high operational costs and ineffective outreach.
Solution Provided by FirstHive (CDP + AI)
To solve these challenges, the insurer deployed FirstHive’s AI-powered Customer Data Platform (CDP) to unify customer information and intelligently orchestrate renewal journeys.
Unified Customer Intelligence
To address fragmented data and disjointed engagement, FirstHive’s CDP created a centralized view of each policyholder—laying the foundation for intelligent decisioning and personalized outreach.
- 360° customer profiles combining policy details, renewal history, and engagement behavior
- Deterministic identity resolution across channels and systems
- Real-time data ingestion from policy platforms, CRM, and campaign tools
AI-Powered Journey Orchestration
AI models within FirstHive enabled the insurer to move from static messaging to smart, dynamic customer journeys—targeted by intent, value, and renewal risk.
- Predictive scoring (e.g., churn risk, CLTV) to prioritize outreach
- AI-driven optimization of timing, channel, and message frequency
- Smart suppression logic to exclude already renewed customers
- Cross-channel orchestration across email, SMS, WhatsApp, push, and call centers
Campaign Consolidation & Automation
By consolidating and automating campaign execution, the insurer dramatically improved efficiency, reduced manual effort, and delivered a more consistent customer experience.
- Reduced 150+ fragmented campaigns to 18 intelligent journeys
- Automated, trigger-based communication flows aligned with policy milestones
- Centralized monitoring for real-time performance tracking and control
Business Impact
The adoption of FirstHive’s CDP+AI platform helped the insurer streamline renewal workflows, enhance targeting, and deliver measurable business outcomes.
Key Results Achieved
- 88% Boost in Renewal Effectiveness: AI-led journeys drove timely, relevant outreach and faster customer decisions.
- 18 Journeys Replaced 150+ Campaigns: Simplified execution with better personalization and control.
- Lower Media Spend, Higher ROI: Smart suppression and targeting reduced waste and improved returns.
- AI-Driven Customer Prioritization: Focused engagement on high-risk and high-value segments.
- Improved Customer Experience: No more duplicate or irrelevant messages—boosting satisfaction.
By unifying data and embedding AI into renewal workflows, FirstHive helped this insurer shift from fragmented campaign execution to intelligent, automated customer journeys—achieving faster renewals, higher retention, and lower costs.