---
title: Global Insurance Provider | PALO IT Case Study
description: Revolutionising customer experience for one of the world's largest insurance companies.
image: https://www.palo-it.com/hubfs/PaloIt_August2020/images/6ad9174e-42b8-42e3-9062-fee24acc8e11_casestudy_metlife.png
---

GLOBAL INSURANCE PROVIDER | HONG KONG

## Revolutionising customer experience

##### A more engaging, streamlined and enjoyable experience for insurance customers.

![GLOBAL INSURANCE PROVIDER | HONG KONG](https://www.palo-it.com/hubfs/MetLife%20iPad%20Mockup.-L.png)

### Context

New client onboarding is a decisive moment. As Will Rogers said, "you never get a second chance to make a first impression", it better be good! But new registrations often mean red tape and therefore a terrible user experience.

![Metlife_Context](https://www.palo-it.com/hubfs/Metlife_Context.png)

### Challenge

One of the largest insurance providers in the world was looking for a new approach to their customer onboarding process. They wanted their customers to explore their insurance needs, and maximise cross-selling and up-selling opportunities while completing an insurance application, all in a single meeting.

![Metlife_Challenges](https://www.palo-it.com/hubfs/Metlife_Challenges.png)

### Outcomes

An accelerated application process:

• Automation of the onboarding pack: time reduction of the overall back-office process from 20 minutes to 3 seconds per client

• A captivating SmartQuote tool

• Boosted average conversion rate, cross-selling and basket size

• Further opportunities: sharing transversal knowledge of the client status between departments.

![Metlife_outcomes](https://www.palo-it.com/hubfs/Metlife_outcomes.png)

![Metlife_end](https://www.palo-it.com/hubfs/Metlife_end.png)

[![CONTACT US](https://no-cache.hubspot.com/cta/default/7666765/e6a417ba-5958-474c-98ff-07da4eeaff8a.png)](https://cta-redirect.hubspot.com/cta/redirect/7666765/e6a417ba-5958-474c-98ff-07da4eeaff8a)

 "Innovation happened through playful collaboration with the client and listening to real users in the field from day one of this project."

![OLIVER HAAS](https://www.palo-it.com/hubfs/PaloIt_August2020/images/643e507058708e4e27ddfdd9642da7750a60b060_people_oliver_haas.jpg)

 OLIVER HAAS

 UX/UI DESIGNER

[Follow linkFollow link ](https://www.palo-it.com/en/case-study/flipping-the-script-on-waste-management)

BOUYGUES | THAILAND

## Flipping the script on waste management

Button / CloseCreated with Sketch.

![](https://px.ads.linkedin.com/collect/?pid=6015209&fmt=gif)