MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER EXPERIENCE

Neil McFarlane T H March Managing Director

Who are T H March? Where we started Tommy March

Who are T H March? Where we are Who we work with Size

Jewellers Block Personal Lines MIS March Guard Commercial Financial Advice Main Areas of Business

What I wasn’t 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

The Start of the CRM Journey… It wasn’t CRM – it was Marketing Automation – Eloqua Research, research and research!! Business case Board approval and buy in

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

Understanding the Customer Journey 9 Lisa visits Kim’s 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 when Gold price changes. He re-values the ring. Mark has such a great experience he tells his friends.

The Enigen / Oracle proposition and applications used 10 Oracle Sales Cloud Oracle Marketing Cloud Oracle Service Cloud (online chat) Oracle Social Relationship Management

What stage are we at… Currently in the ‘build’ phase – personal lines – low hanging fruit Myself and our project team very impressed with Enigen’s 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

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

Thank You