Company Overview
Mieux Assuré is a French insurance broker founded in 2020 and based in Avignon. The company sells personal insurance entirely online: car, motorcycle, and home. Its promise fits into a single line: 100% digital and 100% human. Prospects price their own contracts via a self-service quote journey, while each contract is managed in France by the company's advisors.
This model places the online quote journey at the heart of the business: almost all revenue starts with a visitor beginning to price a contract. Knowing where each prospect is in this journey, and being able to reach them at the right time, is the key challenge.
Mieux Assuré’s Main Challenges
Mieux Assuré was able to send emails, but not to run a data-driven acquisition engine personalized across all stages of the purchasing journey.
The main challenges encountered were:
- A non-optimized KYC journey that let leads slip away: KYC (Know Your Customer) requirements make an insurance quote much longer than a standard online form: vehicle, driving history, address, supporting documents, etc. It is precisely this length that makes prospects drop off. Mieux Assuré could neither see how far a prospect had progressed in the KYC steps, nor capture the abandonment. In a business where generating revenue starts with a finalized quote, a non-optimized KYC journey becomes a revenue problem.
- A fragmented customer view, inaccessible in real-time: information was scattered across multiple tools, and the previous system could not represent a single person holding multiple quotes and multiple contracts.
- A marketing team dependent on technical resources: Each new segment, campaign, or automation required a third party's time, which limited the ability to test and launch new ideas.
- Conversions and average basket size left behind : Communications were largely generic, did not offer complementary services after a subscription, and lacked an automated way to recover contracts on the verge of being forgotten.
Why Positive User?
Mieux Assuré's selection process was guided by one question above all others: could the marketing team finally work with its own data, in real-time, without having to go through anyone else? The criteria that made the difference:
• Autonomy for a non-technical team : Segments, scenarios, landing pages, and forms are built in no-code by the marketing team itself. This criterion was decisive: the team wanted to be in control of its audiences and communications.
• Real-time data, not scheduled exports: Positive User detects and absorbs customer behavior, events, and attributes as soon as they occur. Automations trigger based on the customer's actual action rather than on the next synchronization.
• A data model tailored for insurance : A single contact can carry multiple quotes and multiple contracts, each with its own status and attributes. Contractual data, rather than standard contact fields, become the backbone of the segmentation.
• A single centralized European platform: Customer data, email, landing pages, pop-ups, web tracking, and automation are all in one place, with data hosting in Europe. For a broker handling personal and contractual data, consolidating tools and keeping data under European jurisdiction weighed heavily in the decision.
• Support throughout the contract lifecycle : Mieux Assuré works with a dedicated Customer Success Manager. After the initial setup and training, regular workshops push the team ever further into the platform: new scenarios, new features, new use cases, ensuring the solution generates more value each month than the last.
Positive User on a daily basis: simplifying complexity
On a daily basis, Positive User is managed by Mieux Assuré's marketing team with the support of the Positive User CSM. Quote and contract data flows continuously into the platform, and the team builds its scenarios and campaigns. Several are active:
- Automatically following up on abandoned quotes
The heart of the system. When a prospect interrupts their quote journey, the contact is immediately handled with a personalized follow-up. An email follows within the hour and brings them back directly to the started quote. The email mentions their vehicle and coverage.
- Bridging the KYC gap before a contract is canceled
A signed contract may not be effective if the legal KYC documents never arrive. Automated follow-up sequences now request these documents as long as the contract is active, transforming a compliance obligation that used to cost them clients into a controlled and optimized workflow.
- Nurturing the relationship based on intent level, with ease
Each contact has a lead temperature, updated in real-time. Scenarios adapt accordingly: someone who just browsed is not treated the same as someone who reached the final stage of a quote, and as the temperature rises, the contact moves from nurturing to direct reactivation.
- Collecting data and building an audience
Positive User pop-ups and dedicated landing pages collect newsletter sign-ups on the site, feeding a database that the team then targets with regular campaigns. Capture, page, list, and campaign are all managed within the same platform, driven by the team itself.
The results
Mieux Assuré's team has gained autonomy and access to its data. They are now able to generate automation scenarios that yield results. Here are the main benefits:
- The KYC journey is optimized : Each abandoned quote is automatically and personally followed up on, preserving previously collected information. This fixes a process where drop-offs were previously invisible and only a portion of prospects were followed up with.
- The customer is finally a single person: Multiple quotes and contracts are consolidated under a single contact in real-time, which makes the funnel clear and enables segmentation between product ranges and personalization of journeys.
- Estimated ROI: €17 earned for every €1 spent on Positive User. This is thanks to new revenue and retention mechanisms now in place: post-subscription cross-selling increases the average basket size, and KYC document follow-up sequences protect contracts that would have previously been canceled.
- The tech stack is consolidated into a single platform, with internalized communication channels and data hosted in Europe.
