MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER
EXPERIENCE
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www.thmarch.co.uk Neil McFarlane T H March Managing
Director
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Who are T H March? Where we started Tommy March 1869 -
1920
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Who are T H March? Where we are Who we work with Size
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Jewellers Block Personal Lines MIS March Guard Commercial
Financial Advice Main Areas of Business
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What I wasnt happy with No Vision !! Lack of transparency of
client contact Impersonal client contact in Personal Dick Turpin
Multiple operating systems multiplying the problems Disjointed and
manual Marketing No accurate information on our Sales pipelines,
across the different areas Limited ability to nurture client or
prospect Lack of ability to deliver relevant, World class
content
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The Start of the CRM Journey It wasnt CRM it was Marketing
Automation Eloqua Research, research and research!! Business case
Board approval and buy in
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The Tender Process Who and How Why Oracle and Enigen? They got
it! Combined team effort Personalisation of the offer to THM They
made us feel important
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Understanding the Customer Journey 9 Lisa visits Kims Jewellers
to upgrade her policy. JANAPRJUL OCT Mark buys an engagement ring
Mark insures the Ring, he uses his mobile and is recommended for
other products Unfortunately Mark damages the ring. T H March put
Mark back in contact with Kim Lisa talks to Kim about partnerships
& what TH March can offer her customers. Kim can talk about the
importance of insurance, passes T H March details. Mark receives an
email when Gold price changes. He re-values the ring. Mark has such
a great experience he tells his friends. www.enigen.co.uk
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The Enigen / Oracle proposition and applications used 10 Oracle
Sales Cloud Oracle Marketing Cloud Oracle Service Cloud (online
chat) Oracle Social Relationship Management
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What stage are we at Currently in the build phase personal
lines low hanging fruit Myself and our project team very impressed
with Enigens approach Likely go live at end of November First
combined campaign, pre-Christmas with our 2200 MIS agents
Transformational effect on T H March Engage with MIS Agents Engage
with clients Potential benefits and ROI
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The next steps One Broking operating system Jewellers Block and
Commercial Financial Planning Investors in Customers Become the
Trusted Advisor Content Marketing Use of all 4 Pillars CRM, MA,
Social and Chat Be the Company we tell our clients we are