CRM: Customer Relationship Management

For Progressive’s new Auto insurance customers, we know they had lots of choices and chose us. To instill confidence that they made the right decision with Progressive, we rebranded our welcome and onboarding experience. Because this is one of our first impressions with the customer, we had to get it right starting on day one.

Working closely with CRM, the team at ninety6 created a personalized welcome journey that shows we’re a company with a great culture that offers easy, helpful, and positive experiences throughout our journey together. From a personalized welcome email and onboarding welcome guide to a gift in the mail for their vehicle, we touch base with customers at the right time, through the medium they prefer.

Surprise & delight!

At Progressive we call them “Winks”, and we work on them all year long. To our customers, they’re surprises that show we’re always thinking about them. We want customers to think of Progressive beyond just the times when they’re paying a bill, making a claim, or shopping for insurance. From one-year car anniversary playlists to Dunkin’ promo cards for National Road Trip Day, we want to share good moments or memories with them and bring a little levity into their lives.

More ways to love our customers

Whether it’s looking out for their pets, celebrating their marriage, or protecting their adventures on the road or the water, we continue to find ways to engage with our customers and keep them protected for life.

Test, test, and test some more!

The crux of Progressive’s CRM program relies on personalization. The more we know about each and every customer, the better we can serve them. That is why we’re constantly testing creative with different levels of variability, and using the results to inform all future communications.