Category Archives: Case Studies

Decision Trees for Insurance: Easy Insurance Scripts Case Study

Easy Insurance Scripts + Zingtree

In partnership to provide insurance agencies with powerful interactive scripts

 

Easy Insurance Scripts has helped more than 2,500 independent insurance agencies across the U.S. and Canada become more profitable. With a unique system that provides online scripts to guide agents through insurance solutions for policies and procedures, marketing, human resources, errors & omissions, and customer service, it’s the only company of its kind offering powerful, tangible resources.

Easy Insurance Script’s Challenge:

Focusing exclusively on independent insurance agencies in the US and Canada, Easy Insurance Scripts saw many agencies confronting procedural issues with staff and customer service. Founder and CEO, Ted Baker, said: “there is often very little training and consistency offered for new staff and incoming insurance agents, so we wanted to create scripts to help guide agents through every interaction and policy question.” Easy Insurance Scripts needed a reliable way to assist independent insurance agents, but realized it wasn’t sustainable or feasible to create this solution from scratch.

Zingtree’s Solution:

Easy Insurance Scripts is partnering with Zingtree to combine 40 years of insurance experience with the dynamic technology of interactive decision trees. With a comprehensive platform for creating consistent training and call scripts, independent insurance agents are more effective, productive, and helpful.

“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted, Founder & CEO. “For me, the ROI of Zingtree is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

About Zingtree: Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees and scripts that deliver answers faster and simplify complex processes. You can quickly create decision trees that your employees, site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used.

Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems. Interactive decision tree scripts have allowed Easy Insurance Scripts to bring their original concept to life.

View the full Easy Insurance Scripts + Zingtree case study and download the PDF here

Are you an expert in a specialty like medical, sales, finance, or other areas and are interested in partnering with Zingtree like EIS above? Please contact us and we’ll talk!

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses and check out the rest of our Case Studies!

How Decision Trees for Insurance Can Simplify Policies & Procedures

decision trees for insurance

Having exceptional customer service isn’t reserved for typical B2C companies. In such a tumultuous and often scary industry (for consumers, at least), insurance companies and agents must also take a close look at how their customers are perceiving the assistance they are getting. Understanding is also a huge part of this customer experience. Why? Because insurance is complicated.

Improving Insurance Call with Decision Tree Scripts

For many insurance companies, automation is an angle that’s gaining traction for providing more streamlined and consistent customer service. Our partnership with EasyInsuranceScripts.com is a great example of how decision trees are being used to simplify.

Simply put, Ted Baker, the Founder of EasyInsuranceScripts.com, envisioned a more streamlined way to improve how independent insurance agents were being trained, guided through complicated conversations and policy selections, and processing claims. In an industry with so many small, yet important, details to be understood, these conversations and processes can become intimidating very quickly.

With our own knowledge and experience in simplifying the complex, we knew decision trees would be an ideal fit. Joining forces between Zingtree and EasyInsuranceScripts.com has allowed Ted’s services to offer the most comprehensive set of resources for independent insurance agents as a result.

“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted. “For me, the ROI of decision trees is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“

Hard Numbers: Where the Data Fits In

While each insurance agent or organization may have varying experiences, industry knowledge is key in understanding how much this kind of customer service and care matters for insurance. McKinsey recently published an article on how focusing on improving customer experience has a direct effect on growth and profit in the insurance industry:

McKinsey’s global research across industries shows that improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices. Some executives may still see insurance as a low-engagement, disintermediated category, but analytics prove that in an industry where profits are highly concentrated, leading carriers are delivering customer experiences that inspire loyalty and attract new customers frustrated by their experiences with their current carriers.

Here’s a handy chart that helps to summarize how insurers must improve the customer journey:

 

A typical insurance carrier today delivers customer experiences via separate functions (marketing, distribution, underwriting, claims), using a website, sales call center, service department, and so on, most managed by different executives with different goals and metrics. This structure may have its purposes, but it overlooks the fact that from the customer perspective, the experience is often a single journey.

Real-World Example: Decision Tree for Insurance

Here’s a sample tree, derived from one of the Easy Insurance Scripts trees:

 

 

Have any questions? You can learn more about how to simplify insurance products and processes on our site or feel free to reach out directly.

Frictionless Data Collection: The Easiest Way to Get Customer Information Online

We really can’t emphasize enough how important customer data is — for any company in any industry. Gathering data from customers should be easy for them, and it should lead to accurate information for you. Without collecting key information, you can never truly understand your current and potential customers and their desires. How long do you think your company could survive without good data?

Frictionless Data Gathering

Interactive decision trees simplify the process of collecting information on any web page that customers land on first. Just by prompting customers to click a button in a decision tree, you’re collecting data!

Once you get customers engaged with a decision tree, they’ll be hooked. You can then ask for name and contact information using data entry fields. This data is easily sent to you via email, viewed with Zingtree’s reports, or exported into any database or CRM system. Zingtree can validate this data as well.

Case Study: Zingtree

We use this technique ourselves – the Zingtree “Request a Demo” button on our Contact Us page is an example that asks some questions, and then leads to this form:

Before our potential customers see this form, they have clicked some buttons to answer a few basic questions. And at the end of the process, we get an email with all of their information and can schedule a demo with the right expert. It’s an awesome source of leads for us.

The emails we receive at the end of the process look like this:

XYZ Corp requested a demo

Zingtree session data:

Q: I would like to:
A:  Request  a Demo
Q: Next:
A: Continue
Q: How will you be using the Zingtree decisions trees you build?
A: External Use
Q: Are you looking to integrate Zingtree with other applications?
A: Yes
Q: Next:
A: Continue
Q: Are you interested in self-hosting Zingtree?
A: No
Q: Next
A: Continue
Q: Finish:
A: Send Demo Request

score: 0 
zt_browser_language: en 
zt_browser: IE 
zt_country: United States 
zt_regionName: California 
zt_city: San Diego 
zt_zip: 92121 
zt_ip: 208.87.212.000 
zt_isp: Surfer
zt_org: surfer.com 
name: Jane  
company: Customer 
email: jane@xyzcorp.com 
contact_number: 8882121000 
integrations: Looking to retrieve all data points and button elections in a spreadsheet  
send_out: 1


Step 1: Build a Tree, and add a  Data Collection Form

Ready to put this technique to use?

First, engage your customers with some questions answered as button clicks in an interactive decision tree, and at the end of the process ask for more info via a form. It’s easy for customers, and they are providing you fantastically helpful data.

What needs are you filling? Depending on the goal, you’ll want to be collecting different customer information. You can even automatically gather customer location, language, region, browser and more.

Step 2: Refine and Distribute Data

Before you send or publish any decision trees with forms, be sure to check your writing. It’s an often overlooked aspect of surveys, questionnaires and other means of data collection, but contributes greatly to the value of the information gathered.

Step 3: Analyze and Verify Collected Information

If you’re collecting certain information such as a customer’s shipping address, email, or phone number, validating that information before putting it to use can save you a lot of time and money. Bad information wastes valuable resources! Our interactive decision trees allow you to validate information using built-in data cleansing.

When all is said and done, Zingtree’s analytics and reports or API will help you collect and analyse key data directly from your customers themselves.

 

Take a look at the Gallery for a more in-depth look at how data entry forms work in different scenarios. Any questions? Reach out to us anytime.

Decision Trees for Medical Scheduling: Spokane ENT Case Study


Spokane ENT + Zingtree

Improving medical care through intelligent medical scheduling

 

Spokane ENT is a certified division of the Columbia Surgical Specialists based in Spokane, Washington. With over 20 years offering excellent professional ear, nose and throat care to local residents, the highly-specialized clinic works tirelessly to help patients of all types experience life to their absolute fullest.

Spokane ENT’s Challenge

As a large group practice with multiple locations and specialties, Spokane ENT needed to optimize its appointment scheduling process. With specific areas of diagnosis and treatment, the clinic realized that they required a better way to ensure patients were scheduled with the proper specialists.

Zingtree’s Solution

Implementing appointment scheduling decision trees for the clinic’s call center agents has allowed Spokane ENT to optimize its scheduling across locations. Agents navigate decision trees to pre-diagnose patients, which eliminates a lot of unnecessary doctor visits.

“Our scheduling agents are faced with the task of matching patients to one of 11 doctors, each with a specific area of practice and treatment,” says Dr. William Schmitt of Spokane ENT. “Decision trees have allowed us to collect patient symptoms and quickly schedule them with the correct physician and accompanying testing.”

Key Statistics: 

  • 18,000+ Calls: More than 18,000 patient calls assisted
  • 2,400 Days: Over 2,400 operator days and counting

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

This article was originally published on March 23, 2017.

Marketing Case Study: Global Players

Here’s an example of how Zingtree’s interactive decision trees are helping to improve online marketing efforts in a real education abroad organization.

Global Players helps to place student-athletes in their perfect study-abroad fit, promoting awareness and cultural education as well as athletic endeavors around the world. As an organization growing in popularity, Global Players was in search of finding a streamlined, self-service way to placing students in their ideal location abroad.

Since adopting Zingtree’s solution to integrate their “Program Match” decision tree, Global Players has been able to place over 1,000 students so far, increased the likelihood of a visitor to contact the organization by 5 times, and more!

You can view the case study below, and open a PDF version here.

casestudy-global_players copy

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

This case study was originally published January 19, 2016.

Decision Trees for Sales Retail: Phoenix Bats Case Study

Phoenix Bats + Zingtree

Helping customers find and choose the right products in an interactive way

The Phoenix Bat Company has been crafting high-end baseball bats for over 20 years. Using only premium grade woods with the most advanced bat-making machine in the world, they deliver the most consistent and high-quality bats to their customers, including pro baseball players. With painstaking attention to detail and custom manufacturing, Phoenix Bats produces some of the best bats in the country.

Phoenix Bat’s Challenge

With customers at all skill levels and various requirements, visitors to the Phoenix Bats website were confused by the difficulty of researching and selecting the right bat for their needs. In search of a better solution, Phoenix Bats wanted to find an easy way for potential customers to find and select a wooden bat tailored to both the customers’ game and hitting style.

Zingtree’s Solution

Building a decision tree bat selector tool has enabled Phoenix Bats to guide customers to the baseball bat perfectly suited to their needs. With this interactive platform in place, customers are now able to quickly find a bat, leading to an increased conversion rate and improved sales. Phoenix Bats is also enhancing the end-user experience by using the Zingtree API.

“Without Zingtree, [our customers] would have to read through a number of different bat descriptions in order to figure out which bat is the best fit,” says Seth Cramer, General Manager and Co-Owner of Phoenix Bats. “Now, they get the answer in seconds.”

Key Statistics: 

  • 13 Trees: 13 decision trees in use
  • Lots of Bats Sold: Over 10,000 customers helped

About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Procurement Case Study: Philip Morris International

Philip Morris International + Zingtree

Streamlining complex operations processes in an interactive environment

Philip Morris International is the world’s leading global tobacco company, representing six of the world’s top international brands that span more than 180 markets. Largely focused on Research & Development, the company employs over 400 dedicated scientists, engineers, and technicians who work to develop less harmful alternatives to cigarettes.

P.M.I.’s Challenge

With the highly-regulated environment of R&D, strict guidelines for every process is necessary to mitigate risk and reduce error. PMI recognized a need to have clear, guided solution to ensure that every procurement was handled efficiently and accurately, without implementing a cumbersome system for employees to navigate.

Zingtree’s Solution

Interactive decision trees have allowed PMI to automate complicated procurement processes that follow stringent company regulations. By using standardized trees, the organization has minimized the risk of error while at the same time streamlining efficiency and reducing stress for their employees.

“Structured decision trees lead to increased efficiency, avoid constant repetition of efforts and also lead the users to increased autonomy and consciousness,” says Olivier Raffi, R&D Manager at Philip Morris International. “This type of automation allows free time and extended availability to deal with complex conditions with less time stressed support teams.”

About Zingtree

Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Philip Morris International + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Educational Decision Tree Case Study: Lego League + Zingtree

FIRST LEGO League Team “Loading…” + Zingtree

Grade school students use decision trees to bring science to life with LEGO

Each year, FIRST LEGO League releases a challenge based on a real-world scientific topic. Teams of up to ten children, with at least one adult coach, participate by programming an autonomous robot to score points on a themed playing field, developing a solution to a problem they have identified all guided by the FIRST LEGO League Core Values.

Teams may then attend an official tournament to compete on a regional level – it’s one of the most creative and tech-friendly events that exists for kids today.

The Challenge

This year’s theme was “Animal Allies,” wherein the students sought to find a way to help animals and humans live better together. The innovative Loading… FLL Team from Minneapolis, comprised of six amazing child-engineers and two helpful adults, tackled the problem of owners not being able to care for their pet before they commit to the well-being of adopting an animal.

Zingtree’s Solution

Creating an interactive decision tree provided Loading… with the perfect platform to guide potential pet owners through the process of adopting an animal, and what pet would be the right fit.

“Zingtree had setup tutorials as well, which made making a pet decision tree all the much easier. We found that it was an easy to use, easy to edit decision maker that allowed many options. Overall, Zingtree was a great tool that made our app making successful and fast.”  

The Loading… team took their hands-on science efforts to tournament this year, thanks to their very own FIRST LEGO League decision tree.


About Zingtree

Zingtree is the most user-friendly platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Lego League + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Online Marketplace Case Study: Turo + Zingtree

Turo + Zingtree

Interactive solutions to make peer-to-peer services even more people-friendly

Turo connects car renters with car owners, helping people find the perfect transportation for their next journey or to earn extra money by renting an existing vehicle. Operating in major cities from Los Angeles to Miami, it’s the easiest way to list and find cars for rental across the United States.

Turo’s Challenge

As a growing peer-to-peer business providing support to both car renters and owners around the country, Turo needed an efficient way for support agents to run through user/driver verification procedures in order to better enforce its community and marketplace safety rules.

Zingtree’s Solution

Zingtree’s interactive decision trees provided Turo with the perfect platform to guide agents through the correct verification process for any specific scenario or user. After implementing for internal use, agents also discovered the tree’s helpfulness with support and claims-related processes.

“The tree makes the final decision for the agent depending on the results of every check that is made. This has helped make the process more structured, and at the same time protects the agents,” says Emanuela Ferrari, Onboarding Manager at Turo. “Individual pieces of the process are guided, decreasing the risk of error.”

About Zingtree

Zingtree is the most user-friendly, business-ready platform for creating and implementing interactive decision trees that deliver answers faster. Quickly create a decision tree that your site visitors, leads, trainees and/or customers navigate by clicking buttons to answer questions, and receive detailed analytics on how trees are being used. Zingtree makes it easy to guide anyone through complicated processes – there’s no better way to help people get answers and solve problems.

View the full Turo + Zingtree case study and download the PDF here


Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!

Customer Support Case Study: Applian

Here’s an example of how Zingtree’s interactive decision trees are helping to improve and advance customer support processes in a cutting-edge software company. 

Applian Technologies develops powerful, affordable streaming media recording software for the Windows and Mac user. As a bustling technology company, Applian has always used traditional support methods to stay ahead of customer communications. After performing a ticket analysis, they found that they were spending far too much time and resources on each ticket, and decided to take action.

After adopting Zingtree’s solution, Applian was able to save over 15 hours each week on support communications, $30,000 in valuable resources, and more!

You can view the case study below, and open a PDF version here.

casestudy-applian

Want to see more? Explore the Zingtree Gallery for examples of how our decision trees and interactive solutions provide value for businesses!