Case studies
Case studies: how companies manage their customer communication with the PBM Campaign Platform
Every case study follows the same structure: starting point, goal, implementation, measurable result. We only publish what our customers have approved – and only figures that can be verified.
How to read our case studies
How are the case studies structured?
Every case study answers four questions in the same order. This makes cases from different industries comparable.
- 01Starting pointHow did communication work before, and what did not work?(Status: done)
- 02GoalWhat was supposed to change – and how is it measured?(Status: done)
- 03ImplementationWhich journey, which channels, which rules?(Status: done)
- 04Measurable resultWhich figures have changed, over what period, compared with what?(Status: goal)
Case studies
Which use cases have customers implemented?
The PBM Campaign Platform is aimed at regulated industries. That is why case studies are anonymised on request – industry, size and use case remain recognisable.
Case studies in preparation
We only publish case studies once the customer and the figures have been approved. Until then, we are happy to show you in a demo what a journey looks like for your case.
Measurement method
Where do the figures in our case studies come from?
Results come from the analytics of the PBM Campaign Platform and from feedback from the customer systems. Every journey measures micro and macro goals; a sale is attributed to the last contact before the actual completion date. Every exit carries exactly one reason. In every case study, we state the period, population and baseline.
PBM Personal Business Machine AG
Used by
PBM Personal Business Machine AG from Cologne delivers personalised customer communication for insurers, banks and financial sales organisations. The logos represent projects of PBM AG as a whole – not exclusively the use of the PBM Campaign Platform.
Customer voices
Recommended by our customers
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“In an initial reinvestment MVP at R+V, the PBM platform proved that a consistently personalised customer dialogue increases the NPS and raises the appointment rate. Thanks to the seamless interplay of physical and digital channels, lead routing was also accelerated and electronic marketing consents were generated.”
Norman Böhm, Head of Product & Customer Management, Marketing, R+V Versicherung -
“We have been using the Personal Business Machine for four years to provide personalised explanations of Envivas Krankenversicherung’s benefit statements. Explaining each customer’s individual situation – and above all the personalised video – has significantly increased customer satisfaction. In addition, the number of customer queries by phone has been reduced.”
Dr. Mirko Tillmann, Member of the Management Board, Generali Deutschland Krankenversicherung AG and envivas Krankenversicherung AG -
“The PBM platform is a unique solution for creating customer experiences and cross-media customer journeys. In my view, it will become an integral part of the marketing and sales infrastructure.”
Christian Machts, Head of Innovation Strategy and Fintech Europe, Fidelity International, FIL Investment Services GmbH -
“Together with PBM, we have taken a new path in actively advising our customers, proactively approaching them with relevant information at the right time. This confirms our view that policyholders prefer individual, personalised communication in digital channels too. The new technical possibilities for preparing media are therefore an ideal complement to our personal and digital customer dialogue strategy.”
Thomas Büchel, Head of Accident Insurance, LVM Versicherung
Frequently asked questions
Why are the case studies anonymised?
The PBM Campaign Platform is aimed at regulated industries such as banking, insurance and energy supply. Customers there often make a deliberate decision about whether their name appears – and we respect that decision. Industry, size, use case and result remain recognisable in every case study.
Where do the figures in the case studies come from?
From the analytics of the PBM Campaign Platform and from feedback from the customer systems. Every journey measures micro and macro goals; every exit carries exactly one reason. We only publish figures that the customer has approved, with period and baseline.
Are the customer logos references for the PBM Campaign Platform?
No. The logos represent projects of PBM Personal Business Machine AG as a whole. References for the PBM Campaign Platform appear exclusively as case studies on this page and are labelled as such.
Can I test the PBM Campaign Platform with my own case?
Yes. In a 45-minute live demo, we show you the PBM Campaign Platform – with high-performance customer journeys for your use case. We do not need any real customer data for this – a list of attributes or synthetic sample data is enough.