Nationwide Specialty Insurance Customers Increase Five Times with nGen Proactive Sales Chat


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Results include “Extremely Satisfied” Customers and Rapid ROI
Bellevue, Wash. – November 23, 2009 — nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced Nationwide has increased the number of specialty insurance customers, those with accidents and tickets, by a factor of five using nGen Proactive Sales Chat.

Nationwide is committed to the Customer Choice Distribution model, which focuses on delivering a superior customer experience in the communication channel of the customer’s choice. After an extensive evaluation, Nationwide identified a specific area of their Web site that visitors with accidents and tickets were consistently abandoning and concluded that agent-assisted service via rules-based proactive chat invitations was the most effective solution to decrease abandonment rates, increase customer satisfaction, and add significant revenue from specialty insurance customers.

After extensive evaluation of technology solutions, Nationwide decided that nGen Proactive Sales Chat’s rules engine, scalability, OnPremise and OnDemand deployment options, integration with internal applications for providing agents with a unified customer view, and ability to integrate with other communication channels best met their needs.

As a result of increasing the bind rate (contracts with customers) for specialty insurance, Nationwide has been able to generate substantial revenue by offering agent-assisted service at the customer’s point of need with nGen Proactive Sales Chat. The revenue generated enabled them to achieve a ROI within eight months.

Ryan Browder, Manager, Customer Choice Distribution at Nationwide explains, “The ROI of this initiative and our nGen Proactive Sales Chat acquisition is currently at 5 – 10%. However, now that we’ve exceeded break-even, this will increase each month.”

Nationwide customers appreciate the service they are receiving, which is evident in their post-interaction action survey scores. Nationwide is enjoying:
• Customer satisfaction ratings of 4.08 out of 5.0 for the chat experience
• A Net Promoter Score (“Would you recommend us to family and friends?”) of 82.3%
• Securing 30-40% of customers who have previously abandoned the site

“Based on the success of our specialty insurance initiative, we plan to extend the proactive and reactive chat capabilities to the sales team followed by the service and support team. We also plan to add co-browsing capabilities to our chat implementation to assist customers with more-complex issues,” adds Browder.

To learn more about Nationwide’s specialty insurance initiative and their nGen Proactive Sales Chat implementation, download the Nationwide case study at


About nGenera Customer Interaction Management
nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measurable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit

About Nationwide
Nationwide, based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the U.S. and is rated A+ by A.M. Best. The company provides a full range of personalized insurance and financial services, including auto insurance, motorcycle, boat, homeowners, life insurance, farm, commercial insurance, administrative services, annuities, mortgages, mutual funds, pensions, long-term savings plans and health and productivity services. For more information, visit

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