Turning a complex onboarding into a seamless digital experience
Gjensidige, a leading insurance provider, wanted to increase conversion rates for their car insurance offering. New customers, acquired through car dealerships, received one month of free insurance — but engaging those customers and communicating complex policy information during the trial period proved challenging.
Gjensidige partnered with Seen to create personalised videos that integrated into their customer onboarding journey. Using data points such as customer name, car model, insurance mileage and other policy details, the videos delivered a tailored experience that fostered trust and held attention through the onboarding process.
Results
A/B testing showed a 2 percentage point increase in customer conversion rates among those who received personalised videos, compared with those who did not. That represents a substantial improvement in customer retention beyond the initial one-month trial period.
Personalised video can simplify complex information and improve engagement. Tailored communication builds trust and strengthens customer relationships, and integrating it into onboarding can improve both conversion and retention.
Seen were excellent advisors throughout the entire process, and their insights and guidance were invaluable. The result was an impressive film that truly resonated with our target audience.
About Gjensidige
Gjensidige is a leading Nordic insurance company listed on the Oslo Stock Exchange, with operations in Norway, Sweden, Denmark and the Baltics, and more than 200 years of history.
