Confidential Client – Optimization and Automation of Lead and Quote Processes - DevelopX
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Optimization and Automation of Lead and Quote Processes in Pet Health Insurance

For a major German insurer, DevelopX conducted a workshop-based analysis to identify new opportunities for sustainable conversion growth in the pet health insurance segment (dogs/cats). The focus was on building a data-driven, automated sales and quoting journey for digital leads.
Through improved categorization, individualized processing, and more efficient steering, the goal was to increase conversion, process several thousand leads per month, and optimize the use of internal service capacity.

30% Expected increase in conversion rate

The Challenge

Until now, all leads were handled the same way, regardless of their quality or value. The processes were highly manual, ticket-based, and only limited in their performance orientation.

Systematic data processing, individualized quoting logic, and end-to-end tracking were missing. Technical structures, clear rule sets, and automated decision processes first needed to be established to ensure scalability and efficiency.

Our Solution

DevelopX conducted a comprehensive validation process ranging from market and user analyses to technical feasibility assessments and the development of initial prototypes and monetization models.

1

Process
Insights

We conducted workshops, analyzed existing processes, and developed a clear target vision for an automated, KPI-driven lead and quote processing flow. Based on this, we identified optimization potential, bottlenecks, and the technical requirements needed for implementation.

2

Automated
Logic

We created a rule-based framework for categorizing and automatically processing leads, including clustering by value. In addition, we designed automated quoting processes and integrations for email, SMS, mail, and call center workflows.

3

KPI
Steering

We defined core KPIs (e.g., conversion, call duration, customer satisfaction) and established systematic performance steering through dashboards. A/B tests and data-driven analysis enables continuous optimization of both quoting and conversion flows.

4

Smooth
Roll-out planned

We planned the technical implementation in agile sprints, prioritized work packages, and reliable system integration. A quality and pilot phase during live operation should ensure a smooth roll-out and long-term stability of the new processes.

Impact of Our Work

The time needed to develop new point-of-sale (POS) devices was reduced by
50%
Tickets sold through the new platform during the first launch phase exceeded
100,000
The page load speed of the ticketing platform increased by
95%
The time taken to stabilise the core ticketing system was less than
2 months

Client Background

The client is a nationwide insurer with strong growth ambitions in the B2C market.

The process reform aimed to increase productivity, enhance service quality, and digitalize the customer journey with clear scalability across additional product lines and distribution channels.