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Startup success story: Personalized customer communication is distinguishing in critical times – adesso SE acquires an interest in Personal Business Machine AG
The PBM Personal Business Machine AG (PBM) offers an innovative SaaS platform for a safe and personalized customer dialogue in the insurance and financial sectors. The campaign platform of PBM enables a convincing and on point personalized customer approach. The dialogue with customers is based on a complete GDPR-compliant platform.
The platform generally enables individual and flexible customer communication through any communication channel. The solution is able to generate all kinds of media formats and adapt to individual customer requirements to play out all formats – print mailing, Email, web, full-video and speech – multimedia edited so customers can receive information if necessary via letter, Email, app, vide, Alexa voice service or also chatbot messages.
Since the year of its founding in 2017 PBM is a member of the InsurLab Germany association and was later voted into the ‘Accelerator programme’ in the category “growth” in 2019. During this time the cooperation with adesso SE was established since adesso SE is also a member of InsurLab Germany association. Within this cooperation of PBM and adessso the commercial integration of the campaign platform into all leading CRM systems was enabled. Just recently the new partnership showed its huge benefits in the “Digital Rescue Initiative” during the Covid-19 crisis. The solution made it possible for customers to submit GDPR-compliant digital priority messages within 48 hours, including safe transfer of documents and the process for an advanced electronic signature.
Industry insider Stefan Riedel, chairman of adesso since the beginning of the year, took notice of the insur-tech-product of PBM. He is enthused by the solution: “With this form of personalized multimedia-based processing of customer communication, we believe that PBM’s cloud-based software platform is unique on the international market to date. We`re very much looking forward to integrating PBM’s “Business Engine” into adessos’s value chain and letting our customers benefit from it. Of course, PBM platform remains a highly thrilling solution for modern omni channel communication for almost every industry – in either B2B or B2C business.” Adesso steps in as orchestrator to the horizontal and vertical integration of all facettes.
More business due to personalization
Ralf Pispers, CEO of PBM, is pleased about adesso’s engagement and describes the motivation: “Communication in the insurance and banking industry is still characterized by impersonal mass communication. A lot of business remains undone.” Whether it`s reinvestment, single premium in life insurance, premium adjustment, service accounting in health insurance, up- and cross-selling or claim dialogue in property insurance - according to Pispers the results prove that hyper-personalized communication pays off in many areas: "With our form of customer communication we already achieve higher response quotes and conversion rates. Hence up to 50 percent of customers convert from the letter to the digital transaction. The net promoter score improves massively while corporate sales appreciate the generation of qualified leads. We are continuing our way we´ve found with our insurance customers to banks and asset management companies."
“The New Experience”: Rapid rollout of campaigns
The PBM product range complements the wide range of services of the adesso group, which focuses on consulting for individual and industry-specific IT solutions and their implementation along the value chain in the economy. Under the label “The New Experience” both cooperation partners now offer a joint product portfolio: This enables companies to run a successful customer experience management for end customers, sales and distribution, employees and business partners. The PBM platform allows the quick rollout of campaigns and sophisticated personalization by the “persona mapping” method for practically just any segment and business case in the market. The sales cockpit module supports the management of campaigns. The tracking module enables transparency and analysis at every user level across the entire customer journey.
In addition to the sales partnership of the two companies, it was agreed upon the support of adesso’s software experts to the PBM development team. This enables a further expansion of the joint products and services for the international market. In order to establish the strategic cooperation as close and long-term as possible, IT service contractor adesso has also taken a ten percent share in PBM as a shareholder.