About
Challenge
Solution
OuterBox employed Salesforce Marketing Cloud Personalization (MCP) to deliver behavior-driven web experiences informed by real-time user data. A test-and-learn framework allowed the team to validate performance before scaling experiences across the site.
70%
Increase in Quote Starts
$143k
Increase in ‘Get Appointed’ Progression Rate
40%
Increase in Completed Applications
Results
By personalizing the homepage hero, the insurer saw a ~70% increase in quote starts. Completed applications rose by ~40%, resulting in more than $143,000 in projected incremental premiums from just a single use case. Abandoned quote personalization contributed an additional $18,000+ in projected annual premiums. This success further reinforces the value of timely, behavior-driven re-engagement.
Building Premium Personalization at Scale
Salesforce Marketing Cloud Personalization allowed the team to upgrade from surface-level website optimization to intent-driven personalization grounded in real customer data. By connecting real-time behavioral signals with verified customer profiles in Salesforce Sales Cloud, a more actionable view of each visitor’s needs and decision-making stage was unlocked.
Once a user entered a quote flow and shared key information (such as an email address or date of birth) or logged into the policy portal, anonymous behavior could be merged with known customer records. This enabled personalization to evolve, supporting automated, relevant interactions across acquisition, nurture, and retention moments.
Rather than deploying personalization for its own sake, the strategy focused on removing friction at critical points in the journey—guiding users back into in-progress applications, reinforcing product relevance, and supporting existing policyholders with timely, helpful prompts. This approach ensured experiences felt assistive rather than intrusive, while creating a scalable foundation for both revenue growth and long-term customer value.
Use case with homepage personalization based on the last product viewed.
Personalization in Action: High-Impact Use Cases
Use Case 1: Homepage Hero Personalization
Visitors returning from a product page saw the homepage hero update to the last product viewed. This immediately presented relevant options, reducing friction and keeping high-intent prospects engaged.
Use Case 2: Homepage Cross-Sell for Known Customers
For known users logged into the policy portal, homepage messaging was tailored to their active policies. This lets the brand introduce complementary products relevant to each customer’s coverage.
Use Case 3: Abandoned Quote Re-Engagement
Users who abandoned quotes saw a personalized hello bar on return, linking them to their in-progress quote to reduce friction and encourage completion. This targeted nudge boosted quote-to-resume and completed-application rates.
A hello bar at the top of the page appears for users with incomplete quotes, directing them back to that application.
Covered: Personalization Delivered Measurable Growth
For enterprise insurance organizations, effective personalization delivers timely, relevant messaging that directly increases trust and measurable results.
Using Salesforce Marketing Cloud Personalization, AICPA Trust turned behavioral data into targeted web experiences that increased engagement, improved conversion rates, and drove premium growth—all while upholding usability and brand consistency.
This engagement underscores how strategic personalization and automation in regulated industries produce measurable customer engagement, drive conversion, and fuel premium growth by making data actionable and relevant. This is done with compliance in mind and a continuous human strategy guiding the way.
