Sitecore has announced that QBE Australia and New Zealand has gone live with the Sitecore Experience Platform.
QBE’s new website can now provide members with a responsive digital experience, enabling the business to establish one-to-one relationships with its customers on any device, while providing an innovative experience through the delivery of personalised content based on the customer’s preferences.
Content authors will use Sitecore to seamlessly publish content to any consumer device with individual pages more easily customised and created, improving the timeliness of response to consumers.
The Sitecore deployment follows a comprehensive market review of the company’s existing web properties.
Marcus Marchant, head of digital, QBE Australia, said Sitecore offered several key features that appealed to QBE. “Firstly, it’s built from the same, all in one product technology stack so it’s easier to manage and is also highly secure, robust and scalable,” Marchant said.
“Secondly, and most importantly in terms of user experience, it provides customers with a digital experience that is engaging, personal and relevant. The end result being they receive tailored content that better meets their needs, and achieve greater engagement with the website.”
Sitecore strategic partner Deloitte Digital was chosen by QBE to design, build and deploy the new digital experience, delivering a contemporary design and an intuitive user experience that is responsive and engaging.
In line with the new design and UX, QBE also took a strategic approach to content, ensuring it demystifies the role of insurance and helps customers make informed decisions about their needs.
Improved analytics and personalisation will also mean QBE can engage more deeply with its customers by better understanding their behaviour and intent.
The net result of Sitecore and Deloitte successfully partnering to deliver the new site will help improve customer experience and Net Promoter Scores, making it easier for people to engage with and do business with QBE.
“We see our website as a key driver for supporting direct new business growth and maximising customer lifetime value,” said Marchant. “As a result, we were looking for a solution that would equip the organisation with better analytics capabilities and marketing automation functionality.
“While content will play a critical role in communicating the value of our services, Sitecore’s ability to improve customisation, agility, feature set and development opportunities is also important in helping improve our customer experience.”
In Australia, QBE Insurance provides one of the broadest product ranges of any insurer and offers all major lines of general insurance cover for personal and commercial risks. With more than 30 offices across all states and territories, QBE seeks to understand its customers and develop competitive, flexible insurance cover that works for them, striving to deliver the highest level of service from quote to claim.
