Industry expert Stefan Riedel, who has been a member of adesso’s Executive Board since the start of the year and was previously responsible for IBM Germany’s Europe-wide insurance business for many years, was the first to notice PBM’s InsurTech product. He is enthusiastic about the solution: “We believe that PBM’s cloud-based, personalised, multimedia customer contact platform is unique on the international market. We look forward to integrating PBM’s business engine into adesso’s value chain so that our customers can enjoy its benefits. Of course, the PBM platform is also a very exciting autonomous solution for modern omni-channel communication in almost every industry, whether in B2B or B2C business.” adesso will be the orchestrator of the horizontal and vertical integration of all those facets.
More business through personalisation
Ralf Pispers, CEO of PBM AG, is pleased about adesso’s commitment and describes the motivating factors behind the partnership: “Communication in the insurance and banking industries continues to be characterised by impersonal mass communication. That means many business opportunities are missed.” According to Pispers, the platform’s results show that hyper-personalised communication pays in many areas, from reinvestment, one-time contributions in life insurance and premium adjustments through to the settlement of services in the health insurance sector, up- and cross-selling and claim communications in the property insurance industry. “Our form of customer dialogue is already allowing us to achieve above-average response and conversion rates today. The customer conversion rate for digital transactions from letters is up to 50 %. Net promoter scores are hugely improved, and sales departments benefit from the generation of qualified leads. We are currently applying the approach we have taken with our insurance customers to banks and asset management companies.”
The “new adesso experience”: rapid campaign roll-out
PBM’s product range complements the adesso Group’s wide range of services, which includes advice regarding tailored and industry-specific IT solutions, as well as their implementation throughout the commercial value chain. Effective immediately, the two cooperation partners will offer a common product portfolio described as the “new client experience” or “new adesso experience”. The portfolio gives companies the ability to implement successful customer experience management for end customers, sales departments, employees and business partners. The PBM platform also enables the rapid roll-out of campaigns and sophisticated personalisation for practically every segment and business case in the market using “personal mapping” methods. The sales cockpit module supports campaign management. A tracking module allows for transparency and analysis at every user level, throughout the customer journey.
Along with the sales partnership between the two companies, adesso’s software experts will support PBM’s development team to allow their common products and services for the international market to be developed quickly. To ensure that this strategic alliance is as close as possible over the long term, the IT service provider adesso has also become a shareholder in PBM, purchasing a 10 % stake in the company.
