> ## Documentation Index > Fetch the complete documentation index at: https://docs.germainux.com/llms.txt > Use this file to discover all available pages before exploring further. # Digital Experience: Joint Actions Improve Retention > Have you ever heard of Affinity Insurance? It’s the insurance plan you might choose when you buy electronics online or at a brick-and-mortar store. > **[Technologies](#technologies)** > > Stack used for monitoring > **[Implementation](#implementation)** > > Round-the-clock conversation monitoring > **[Results](#results)** > > Client outcomes after rollout **Problem** Have you ever heard of Affinity Insurance? It’s the insurance plan you might choose when you buy electronics online or at a brick-and-mortar store. Affinity Insurance Providers work with a number of telecommunication companies (and others) to provide insurance solutions to consumers that buy cell phones and other electronics. The Digital Experience is key for Affinity Insurance Providers as well as for telecoms to ensure that consumers are happy with their electronics purchase. A great Digital Experience also means that consumers get the right level of service if they experience any technical issues with their products. This Affinity Insurance Provider chose GermainUX to analyze conversations between consumers and their support team – and to identify where friction occurs. We also helped the Provider to pinpoint when and why clients may be a click away from cancelling their subscription. Then we provided ideas about how to resolve these issues. In this case study, we’ll explore how the Affinity Insurance Provider **increased retention** by **improving the User Experience** and **enhancing Customer Support quality**. This was accomplished using innovative Germain technology, such as our online Feedback Popup, real time feedback alerts, session replays, and advanced analytics. ## Technologies | Component | Details | | - | - | | Telecommunication eCommerce | Magento | | Affinity Insurance’s Chat Technology | Genesys Web Engagement; CometD; Apache HTTP server | | Germain | RUM JS and Engine | ### Technology links * Telecommunication eCommerce: [Magento](https://business.adobe.com/products/magento/magento-commerce.html) * Affinity Insurance’s Chat Technology: * [Genesys Web Engagement](https://docs.genesys.com/Documentation/GWE) * [CometD](https://cometd.org/) * [Apache HTTP server](https://httpd.apache.org/) * Germain [RUM JS](https://docs.germainux.com/main/germain-ux-rum-js.md) and [Engine](https://docs.germainux.com/main/germain-ux-engine.md) ## Implementation Here’s how long it took us and our client to 1) have Germain monitor conversations in real-time 24x7, and 2) get a first set of consumer insights and friction points. | Activity | Duration | Details | | - | - | - | | Requirement gathering | 2 hours | | | Cloud allocation | 1 hour | | | Configuration | 1 day | Data Privacy (exclude sensitive data collection, e.g. IBAN, etc); Automatic Analysis of Consumer’s processes; Automatic Error that affects Consumers | | Review of real-time insights and recommendations | 1 day | | ## Results This is how Germain now works, 24x7, for this Affinity Insurance Provider: | Capability | Description | | - | - | | Real-time monitoring | Monitor the Client’s eCommerce Chat solution in real-time, 24x7 | | Conversation recording & insights | Record and automatically derive insights from all conversations between Clients and Service Representatives. | | Business Ops insights | Identify clients that have started/not completed subscription cancellation and email, in real-time, client details to the business team along with a link to a recorded user session. The session replay provides context around the near-cancellation event; Identify new subscription that aren’t completed, and email, in real-time, client details to the business team along with a link to that recorded session. The session replay provides context around the product that was looked at; Provide alerts when users post feedback via Germain’s feedback popup. Session replay provides context around the feedback. | | Marketing insights | Report on campaign performance, landing pages analysis, referrers, and more; Analyze social media performance; Identify and review behavior for each persona by pivoting on the user sessions and replaying the recorded sessions. | | UX insights | Send alerts when users post feedback via Germain’s feedback popup and replay the session to understand the feedback’s context; Identify qualitative insights from the recorded videos. | | DevOps insights | Send alerts and provide insights about when chat technology/transaction (e.g., client’s contract details lookup) or integration fail for real users or for RPA bots. | ## Example of Real-time Insights: ### For Business Ops * The client just asked for help. Next, the client types what they need using Germain’s feedback popup: ![Digital Experience: Joint Actions Improve Retention: For Business Ops](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-013842.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=ffb9c15d9431752d729bb198d8895bb2) * Feedback shows up on a Table Portlet/Aggregate Dashboard to gain insight into trends and volume (stored as “User Session Replay” KPI and “Feedback” KPI): ![Digital Experience: Joint Actions Improve Retention: For Business Ops, image 2](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-013902.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=0b46eb572b3f2dd868fde9ef9c9192c0) * You can see individual comments/feedback that clients provide: ![Digital Experience: Joint Actions Improve Retention: For Business Ops, image 3](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-013916.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=9c49beb76135a1e5ae076f05bb515702) * And you can SEARCH for a keyword, such as “clients that asked about iPhones”. ![Digital Experience: Joint Actions Improve Retention: For Business Ops, image 4](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-013921.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=c4899a08029066589006882dc758e0bb) * Germain detects clients that are considering cancelling but have not cancelled yet. Next, we email/SMS the Client Service Team with the client details (contact info, contract number, possible reason for cancelling) – all in real time. The Client Service Team member can then reach out to offer more help (better plan? discount?). ![Digital Experience: Joint Actions Improve Retention: For Business Ops, image 5](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014000.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=01683cc504f335c3d5386ee0e27f533c) ### For Marketing Team * See Campaign and Landing Page performance at a glance: ![Digital Experience: Joint Actions Improve Retention: For Marketing Team](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014312.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=1bca8591ac6ccc08d358d2445d572b17) ![Digital Experience: Joint Actions Improve Retention: For Marketing Team, image 2](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014324.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=6bce58c1a06b5d5c931af0fe1692f7e0) ![Digital Experience: Joint Actions Improve Retention: For Marketing Team, image 3](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014329.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=e3ff56b6ed4f0e558b2a8219adc0a4f1) ### For UX Team * Qualitative Feedback is provided in real-time * User Behavior Insights at scale on a flow graph helps understand drop-off trends ![Digital Experience: Joint Actions Improve Retention: For UX Team](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014852.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=c090cf121f6d9db1164fbc6ee8b4bf46) ### For DevOps Team * Among millions of possible errors, most can be ignored. Germain pinpoints errors that directly affect consumers. ![Digital Experience: Joint Actions Improve Retention: For DevOps Team](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014414.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=b82c8b6dfcd4c3c9539c2cb39636c988) * For example, “There was a problem starting the chat session.” * ![Digital Experience: Joint Actions Improve Retention: For DevOps Team, image 2](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230412-180822.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=c7b87c2ef3a7c645986be64de3e44544) Or “oups, une erreur s’est produite” ![Digital Experience: Joint Actions Improve Retention: For DevOps Team, image 3](https://mintcdn.com/germain-ux/8KX3c-GSSWR99tdN/images/main/digital-experience-joint-actions-improve-retention/image-20230301-014419.png?fit=max\&auto=format\&n=8KX3c-GSSWR99tdN\&q=85\&s=e2049b4bd4f149c020cdad2ca9e24cee) ## Get Help > **[Contact GermainUX Support](https://docs.germainux.com/main/support.md)** > > The Germain Team can help you set this up. > **Can't find what you need?** > > Search all GermainUX docs with **Ctrl + K**, or use the feedback buttons at the bottom of this page to tell us what is missing. 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