Use Case

Financial Advice Client Management

To support financial advisers in delivering an omnichannel client experience, we worked with a large life insurer to deliver a tailored content and marketing hub. It allowed advisers to deepen their client relationships throughout the lifecycle.

1

Challenges

  • Client engagement in offline channels
  • Advisers missing lead opportunities
  • Lack of data
  • Unable to personalise service at scale

2

Opportunities

  • Deliver an omnichannel customer experience
  • Delight existing clients to increase share of wallet and improve retention
  • Generate new leads with digital follow-up processes

3

The Solution

  • Client engagement hub for on-demand adviser service
  • Personalised offers and next-best-action
  • Supported with rich content
  • Insights for continuous optimisation

AXELL’S PROCESS

With our proven innovation process, we helped our clients
design and launch a fit-for-purpose solution

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Discover

  • Adviser & customer research
  • Stakeholder interviews & workshops
  • Market landscape

Design

  • Client adviser future journey
  • Adviser segmentation
  • Solution conception

Partner

  • Tech partner selection
  • On-boarding
  • Co-design & planning

Build

  • Rapid prototyping
  • Cross-functional team engagement
  • Proof of concept

Adopt

  • Continuous improvement
  • Analytics & insights
  • Scalablity


The Results

The proposition continues to expand its reach, onboarding new advisers and receiving positive NPS ratings. The insurer has been able to strengthens its leading position in the market by demonstrating support for the financial advice channel.

Client Testimonial

Axell brought a global perspective on how to digitally transform financial advice distribution to our local insurance market. They supported us through the discovery phase to understand adviser pain points so we could build a proposition that was fit-for-purpose. Axell then helped us to source the right technology partner, co-design the solution and launch it to market.

Head of Innovation

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Australian Life Insurer