September 11, 2009

Case Study: Nationwide Insurance Uses Mobile To Offer Customers Self Service On The Road

A Mobile POST Case Study

This is the ninth document in the "Mobile POST" series.

by Julie A. Ask, Chad Mitchell

with Benjamin Ensor, Peter Wannemacher, Courtney Tincher

Executive Summary (This is a document excerpt)

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.

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