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September 11, 2009 Case Study: Nationwide Insurance Uses Mobile To Offer Customers Self Service On The Road A Mobile POST Case Study by Julie A. Ask, Chad Mitchell with Benjamin Ensor, Peter Wannemacher, Courtney Tincher	Average: 9  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Nationwide Uses The Mobile Channel To Offer Convenient New Services
• Nationwide Scores Initial Successes With Mobile Channel Experiment
• Related Research Documents

This is an excerpt

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