British Gas: Simply HomeCare
British Gas is the UK's largest provider of home services insurance such as boiler breakdown cover, with over 3.7 million households holding a HomeCare policy. However, the present sales environment is challenging, with an ongoing shift in customer demand towards cheaper on-demand and home emergency products. Against this backdrop, British Gas set a strategic objective of improving HomeCare sales performance through enhancing the online purchase journey and developing new propositions to better meet changing customer demand.
Due to the complexity and cost of implementing changes to the HomeCare product portfolio,...