Overview Facing the constant challenges of customer retention and increased competition, many insurance providers are looking to boost sales by strengthening their relationships with existing customers. Geoffrey Insurance Services, a U.K.-based auto insurance provider, prides itself on its superior customer service. However, nearly 70 percent of Geoffrey's customers buy their auto policies online, with most opting to get a quote through a price-comparison website then visiting Geoffrey’s site to pay for their policy. “We needed to get that personalized service, that you’d receive on the phone, across in a more digital world,” explains Russell Wilson, Direct Operations Manager, Geoffrey Insurance Services. Business challenge Geoffrey Insurance also wanted to sharpen custo

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