- Onboarding


2014 - Onboarding

Essent Belgium Received a lot of calls from new customers with questions about billing and advanced payments. This had a negative impact on customer experience and led to high call center costs.

This is why Essent Belgium chose to welcome new customers with a personalized video. In this video the billing process is explained in detail, using data from individual customer. Another effect is that customers were made aware of their personal Essent page and app, where they are given a lot of control over their (financial) relationship with Essent. 

This has led to a higher NPS score and significant reduction of inbound calls and accompanying costs. This campaign was even appreciated further by winning the Data Quality 2014 Award.

Produced for REDNUN

Art direction: Thijs Albers
Illustrations: Marc Kolle
Animation: Thijs Albers