Why Read This
Nationwide Mutual Insurance was the first US insurer to develop a custom mobile application for the Apple iPhone. The firm's mobile application offers customers the ability to file a claim and upload pictures of an accident, follow a detailed accident checklist, connect with local agents, and call roadside assistance. The app uses location-based GPS data to direct towing services and find nearby approved repair facilities. Nationwide has seen 60,000 downloads in the first 60 days of rollout. Nationwide views the investment in the mobile channel as a long-term investment to improve the customer experience, generate demand from younger customers, and lower costs associated with claims. In this document, Forrester applies its mobile POST strategy to give eBusiness and channel strategy executives from all industries a blueprint for developing a mobile strategy.
Tags: B2C eCommerce, Consumer Mobile Adoption, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, eCommerce Adoption, Financial Services, Insurance, Mobile Channel for Consumers, Mobile eCommerce, Mobile Web, Multichannel Customer Experience, Packaged Applications, Social CRM