Advertorial Roojai.com has partnered with Salesforce and transformed the online car insurance business in Thailand

[ASEAN NOW Sales]

 

Roojai.com has partnered with Salesforce and transformed the

online car insurance business in Thailand

 

 

Roojai.com was launched in 2016 and its customer base has grown to an impressive 50,000 policyholders in just three years. With around 15 million cars on the road and a digitally connected population in Thailand, CEO Nicolas Faquet, sees big things on the horizon for Thailand’s burgeoning online car insurance industry.

 

With more than one million visitors per month visiting Roojai.com, the company knows that growing in a dynamic online market requires a strong commitment to innovation – especially in the process-heavy insurance industry that demands precise management, and the integration of multiple back-end systems. Traditional insurance platforms can cost upwards of $5 million, which is a particularly heavy capex burden for a start-up organisation to shoulder and it is not necessarily the most efficient way to run a nimble online insurance platform.

 

Roojai.com was launched on a traditional insurance platform with Salesforce as a CRM tool to support. Quickly, the company realized how unreliable and painful that insurance platform was and the struggle they were going to have to get things moving. Patrick Le Roux, CIO at Roojai.com saw the potential in Salesforce and suggested to deploy all the insurance processes into Salesforce, and get rid of the traditional insurance platform which was costly and unreliable.

 

And by March 2017 all of Roojai.com’s processes ran on Salesforce.

 

“Salesforce provides a very stable environment and a rich eco-system. The platform is also very flexible and the online resources and active developer community have helped us quickly build some local expertise. We are very pleased to be able to deploy change sets any time during the day without any system downtime,” says Mr. Le Roux.

 

Putting the customer at the heart of the business           

Service Cloud is also helping Roojai.com to put their customers’ needs at heart of the operation. The company’s team members now have a full 360-degree view of their customers, enabling them to deliver more customised solutions and a higher level of customer service.

 

“Now that everything is integrated, we have a single view of the customer, and everything is in one place. From when the customer goes through the quote process to when the customer buys a policy and then makes a claim -- we have a full view of all interactions. We have all the call logs attached to the customer record, and we've also integrated Facebook messenger with Salesforce, so all the customer’s Facebook messages are in the same record,” he says.

 

Faquet says that while Salesforce has certainly contributed to Roojai.com’s hyper-growth, that’s not the end of the story. He believes that integrating Google Analytics with Salesforce is also returning impressive dividends, and has helped optimise their Google Ads strategy, improve their keyword strategy and budget allocation.

 

“Everybody is talking about big data and Salesforce gives us the capability to apply different strategies depending on which channel the customer is coming from,” he says. “We are able to get so granular into the data set and can use it to optimise our marketing spend and focus on the customer journey from origin to conclusion.”

 

This has led to a 25 per cent reduction in cost per conversion, while increasing the number of conversions by 16 per cent.

 

“We are now able to attribute more than 90 per cent of sales to an online channel,” says Le Roux. “This represents an efficiency improvement on marketing of more than 10M THB per year. We currently serve 50,000 customers with an insurance renewal rate of 75%.”

 

Innovation in Development

Roojai.com has also built an in-house development team that has created a range of custom apps that the company hopes to package and sell to other insurance companies through Salesforce’s AppExchange program.

 

We have moved to Heroku to facilitate the development so everything we do now is within the Salesforce ecosystem. With Heroku as our platform, integration with all apps is so much easier, and we are able to build amazing customer experiences. We believe that this is really putting us at the forefront of the evolving customer purchase process in Thailand, ” Faquet concludes.

 

Get your car insurance quote in 90 seconds and get insurance coverage in just a few minutes

 

[rech]

Who is the guy on the photo ?

 

 

[GeorgeCross]

@Roojai - you need to tell your marketing department to work on their timing