CASE STUDIES
Mercury Insurance improves customer lifetime value with trusted data.
Mercury Insurance unified siloed data across lines of business, boosted accuracy, and increased trust. Real-time, AI-ready data empowered agents—increasing efficiency and fueling growth.
"With the customer on a call, the agent had to upload auto insurance proof. There was no reason to introduce that friction in the sale when they were trying to cross-sell the policy. So that was the friction point in terms of our agent point-of-sale system."
VAMSHI ANDHE,
HEAD OF DATA & ENTERPRISE BUSINESS INTELLIGENCE MERCURY GENERAL CORPORATION
Siloed data: A barrier to efficiency, trust, and growth.
Unreliable customer contact information.
Scattered customer data—across auto, homeowners, and umbrella systems—led to inconsistent contact details.
Agent friction and slower cross-sell.
Manual reupload such as auto proof for cross-selling created frustration and slowed sales efforts.
Incomplete policy views and increased call volume.
Customer portal omitted umbrella and mechanical protection policies, creating confusion and increased support.
Manual multipolicy discounts with lower accuracy.
The underwriting team needed to manually verify eligibility for multipolicy discounts—with only 95% accuracy—leading to higher call volumes to the service center, more processing time and costs, and increased customer complaints.
Lack of holistic household views.
Missing complete, household-level 360 views limited cross-sell/upsell and sales to returning customers.
“Our analytics users run their analytics dashboards reports on top of consolidated and unified data in the data warehouse. All these source applications—which were uncertain before—now are confident calling Reltio to get this single source of truth for the customer record.”
VAMSHI ANDHE
HEAD OF DATA & ENTERPRISE BUSINESS INTELLIGENCE
MERCURY GENERAL CORPORATION
Why Mercury Insurance chose our platform.
With many product lines and data domains, Mercury needed trusted, unified data on a modern platform to foster growth and adoption of AI initiatives—integrating with its customer portal, underwriting, POS, and other systems.
Future-proof, modern platform built for scale.
Mercury needed a cloud-native SaaS platform with no maintenance or upgrade hassles and scalability.
Intuitive UI for rapid, easy adoption.
Data stewards wanted to resolve data issues fast—with minimal training—to increase productivity.
API-centric, real-time integrations.
Reltio’s integration options fit seamlessly into its ecosystem, including Guidewire, POS, and more.
Mercury Insurance's solution.
Unified source of truth across lines of business.
Consolidated data into >17M individual, 500K organization, 17M vehicle, 6M policy, 4M property, and 13M quote records.
Agent enablement with good performance.
Powered customer 360 views with households, policies, potential upsell/cross-sell opportunities, and prior balances.
Analytics-ready data for AI.
Fueled the AWS Redshift data warehouse and S3 data lake with clean, enriched data to power analytics and AI.
Real-time and batch integration.
Integrated modern apps such as Guidewire with real-time Reltio APIs, and legacy systems relied on batch processing.
Mercury Insurance benefits with Reltio.
Enhances customer experience.
Upgraded customer portal to show all policies, reducing frustration and customer service interactions.
Increases agent experience and efficiency.
Gains efficiency, increased upsell and cross-sell, and boosted sales speed and success with holistic customer views.
Increases multipolicy discount accuracy from 95% to 99%.
Reduces manual policy verification and calculation for MPD, decreasing calls by ~80K, speeding underwriting, lowering costs, and increasing customer satisfaction.
Boosts performance for faster processing and interactions.
Populates legacy renewal app within SLAs, and critical customer data served to modern apps in real time.
Creates an AI-ready data foundation.
High-quality, trusted data sets set the stage for increased use of AI for business intelligence and decision-making.
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