Case Study

Context

The insurance sector, known for its competitiveness and complexity, is finding a new direction towards efficiency and innovation with Baboop SPA, an insurance broker that offers personalized policies for dogs and cats. With solutions covering veterinary expenses, surgery, legal protection, and liability, they aim to be the point of reference for those seeking insurance tailored to the needs of each pet. The integration of Spoki with their CRM system marks a turning point in the lead management process.

In this case study, we will explore how the adoption of Spoki and the integration of WhatsApp into business communication flows have led to a substantial increase in turnover and an improvement in customer relations.

Baboop SPA, born from an idea of the marketing consulting agency We Can Consulting and subsequently became autonomous, operates in the insurance sector for dogs and cats. The goal was simple but challenging: to improve sales processes to increase the % of lead conversion and optimize internal processes, as well as improve the automated e-commerce system.

By using Spoki to improve lead conversion, Baboop noted a 20% improvement in response rate, from 45% to 65%. This contributed to an 18% increase in revenue, reaching +192k in 2023.

The core of Baboop SPA’s innovation was the use of Spoki, a system integrated with their CRM to automate and personalize communication with leads. When a lead does not answer a consultant’s phone call, they automatically receive a WhatsApp message via Spoki. The customer’s response triggers an alert to the consultant, who can then call the lead back in a timely manner, thus improving the conversion rate.

Initial Objectives

The primary goal was to increase the response rate of customers by sending OTP signature links via SMS, a method that encountered obstacles due to suspected phishing blocks. Baboop decided to implement Spoki to overcome these difficulties, using WhatsApp as the primary channel for operational communication.

Implementation and Integration

Spoki has been successfully integrated into Baboop’s CRM system, facilitating the automatic sending of WhatsApp messages and improving the efficiency of lead management. This has made it possible to automate numerous processes, including digital signing and appointment booking, significantly simplifying daily operations.

Results Obtained

Increase in response rate: improved by 20%, from 45% to 65%;
Operational message reception: such as OTP codes or digital signature links, has increased to 100% for 90% of customers who had WhatsApp;
Operational efficiency: the time taken for user registration was reduced from 15 to 4 minutes with a 73% reduction through the integration of Spoki. This improvement, although not quantified in monetary terms, has had a decidedly positive impact on business operations;
Effectiveness in Sending OTPs: The open rate for OTPs sent via Spoki reached 95%;
Increase in turnover: The turnover recovery attributable to Spoki was +18%, equivalent to +192 thousand euros in 2023.

Furthermore, approximately 50/60% of operational communications were managed through Spoki, with a response rate of 40%. Customer feedback has been extremely positive, highlighting the convenience and ease of use of WhatsApp as an interaction method.

These results led Baboop SPA to increase the number of messages sent by 40% compared to 2023, reaching approximately 155,000 communications.

Conclusion

The case of Baboop SPA demonstrates how innovation in communication, through the integration of tools such as Spoki into existing CRM systems, can lead to significant improvements in lead management, operational efficiency, and revenue. In the insurance sector, where every interaction with the customer is crucial, the adoption of such technologies not only optimizes internal processes but also opens up new possibilities for commercial growth. Baboop SPA emerges not only as a leader in its sector but also as a model of how technological innovation can be leveraged to overcome complex challenges and achieve ambitious goals, setting a new standard in the pet insurance sector.

CREDITS
Company: Baboop SPA

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