Page 5 - Customer Journey Worksheet Set

DATA

(continued)

CAMPFIRE
STORY

Berkshire Hathaway Travel Protection (BHTP) recruits and onboards new agents continuously, and
so must stay top-of-mind with potential and existing partners. When a potential agent completes
the inquiry form on BHTP’s website, the company uses Journey Builder to launch an automated
onboarding process based on the submitted data. If the agent does not take action at any point in
the onboarding journey, BHTP taps into that data again to engage the prospect at an appropriate later
date. The same applies to the issuing of product information and educational materials (sent over
both email and SMS): The agent data determines what materials are sent to whom. From the agent’s
point of view, it’s convenient, streamlined, and simple — a surefire way for Berkshire Hathaway to stay
top-of-mind.

Company leadership estimates that the automated, data-driven onboarding process saves staff two to
three months of work involved with expanding its pool of agents.

NOTES