USAA Increases Conversion Rate with Omniture Insight

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Case Summary

USAA implemented Omniture Insight to measure user activity across the Web, mobile, and voice response channels. Now, using flow reports, the USAA team can see where customers and potential customers begin the acquisition and servicing process, and where they drop off. The team analyzes 20 million log entries and 1.5 million page views per day. Since implementing Omniture Insight, USAA has increased conversion rates from the mid-30’s to the mid-60’s, with an average in the 50 percent range. Through better understanding of cross-channel behavior, customer satisfaction levels are now consistently above 90%.