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Daily CX updates for the Oracle EMEA CX partner community

T H March Seeks to Redefine the Jewellery Insurance Customer Experience with Oracle Cloud and Enigen UK

Richard Lefebvre
CX Partners programs Director

London
based T H March is the UK’s
largest and most experienced firm of insurance
brokers specializing in all aspects of insurance for the jewellery
trade, with 60% of the commercial market and tens of thousands of
consumer
clients.(...) Neil
McFarlane, Managing Director at T H March, was recently an executive customer
speaker in an Oracle OpenWorld session devoted to strategies for adopting
Modern Best Practice in high-growth organizations. Modern Best Practice
exploits new capabilities made possible by emerging technologies—Cloud, Mobile,
Analytics,
Social,
The
Internet of Things
, and Big Data—to enable
organizations to achieve more, faster and with less resources.

“Insurance
by nature is an impersonal business,” says Neil. “You don’t get a tangible
product. You get a piece of paper with a promise. Our antiquated manual
processes had become shockingly inadequate. For example, once a year we write
to our clients and, essentially, ask for money. Those letters began with, ‘Dear
valued client’. No personalized salutation. In this day and age,
that’s inexcusable. It wasn’t difficult to work out we had a bit of a problem.
We needed to change that dynamic.” (...)

When he
began searching in earnest for new approaches to sales and marketing in 2011,
Neil was T H March’s Sales and Marketing Director. Oracle wasn’t on his list
because he believed the company only worked with large clients and not small
but growing firms like T H March with its 100 employees. Neil’s opinion was
swayed after attending an Oracle Eloqua marketing automation solution road
show. While he was quick to appreciate  the solution’s capabilities and
ease of use, he simultaneously became aware that they would need to adopt an
overarching strategy to modernize not just marketing but also sales and social
relationship management.

“Oracle
demonstrated immediately that they really did get what we are trying to achieve,”
says Neil. “They were the only company who understood our main driver was
marketing automation, not basic CRM. They also fully involved Enigen, our
implementation partner from the very outset, so that together they always
seemed to be 1 or 2 steps ahead of the competing vendors.  Oracle and
Enigen were the only vendor team that took the time to understand what our
needs were and personalized a solution to those requirements.” TBC

Read the full article here

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