Improve new and existing customer sales, service and retention strategies

We provide a range of analytical and software solutions that focus primarily on (predicting) client behaviour

Our solutions apply to a variety of fields such as new client acquisition, upsell and cross-sell opportunities, retention strategies and customer service solutions. Through our products and services we have successfully improved key performance metrics faced by the insurance sector, including:

Our propensity modelling is aimed at improving new customer acquisition rates, ensuring that existing customers receive the most appropriate or relevant-to-the-customer offerings and retaining customers. This is achieved by predicting certain outcomes, for example, the likelihood of a customer performing a certain action, such as take up an insurance policy. We follow a statistical approach that accounts for all the independent and confounding variables that would affect such outcome.

Our Products and Services include:

  • New profiled leads, lead analytics and Ai chatbots for customer
  • Acquisition predictive data analytics and modelling
  • Call centre agent virtual assistant

In partnership with a leading direct marketing organisation, we offer the analytical capability to improve the quality of leads and provide new opted-in leads that are POPIA compliant. Through these leads our customers are rewarded with superior uptake of offers and an improved likelihood of receiving future payments.

For customers with existing leads, we provide analytical services to enhance those leads – improving response, uptake and risk. We achieve this through our bespoke data sources and machine learning algorithms that are specifically aimed at improving both response and risk. We offer various channels to support customer leads campaigns including SMS, email and more recently, a chatbot conversation.

Our solutions are offered as standalone products or as combined solutions that include a number of these offerings, based on specific customer requirements.

We offer a number of predictive modelling solutions that are usually customised to the benefit of our customers. Solutions are aimed at improving the customers’ sales and/or service performance in relation to their new or existing customers.

Our offerings include:

Agent X is a Principa innovation – a call centre virtual assistant that uses analytical data insights and human behaviour to empower call centre agents to achieve better call outcomes. It originated from the need to find a solution to a challenge experienced in the market: Our customers were provided with high value analytics relating to their clients, but their call centre agents had no tools to capitalise on this value and use the analytics effectively within the limited time available to them to perform.

Agent X is able to consume the value of the analytics in an easy-to-interpret, visual, hover-over application, which assists to improve call outcomes. This solution now also includes performance data that motivates agents based on their performance.

Agent X has proven effective through application by a major call centre company using Agent X capabilities in combination with machine learning outcomes to empower call centre agents, with the added benefit of improved agent retention and engagement.

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