Hiscox Direct Commercial
A New Way to Quote & Buy
Hiscox Direct Commercial helps UK small businesses and entrepreneurs with tailored insurance and great service, making it easier for them to grow and succeed.
We partnered with Hiscox Direct Commercial on a multi-million-pound project to improve the Quote & Buy process. We streamlined user journeys using Drupal, integrated key technologies, and introduced tools like “Help Me Choose” and webchat to improve engagement.
The Challenge
Hiscox needed to move away from a fragmented, IT-controlled process and create a platform that provided smooth digital experiences. We brought together tools like FAQs, webchat, and personalisation while improving mobile conversions and user journeys for all kinds of users. The solution also aimed to cut down on customer service calls and make the online purchase process simpler.
The strategy
We built Hiscox a custom Drupal platform with Acquia Lift, so they could do personalised content that changed depending on the person. We made the quoting process easier and faster for everyone, while also letting Hiscox customise the experience at each step. Plus, everything works great on mobile, with newly integrated tools like 'Help Me Choose' and webchat, so customers need less help over the phone. And we made everything dynamic and personalised to make the whole journey smooth.
Solution and Impact
The new platform made a real difference for Hiscox Direct Commercial. Quote completions online shot up by 40%, whereas customer service calls reduced by 25%. Conversions via mobile improved by 20%, and people were buying more, with average basket size up by 18%. Plus, customer satisfaction rose by 30%, all because of a much smoother and more personalised experience. The result was a powerful platform that strengthened Hiscox’s position in the small business insurance market and showed real, measurable results.
