Case study : The Hartford drives sales with click-to-call

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Case study</title>
<subTitle> : The Hartford drives sales with click-to-call</subTitle>
</titleInfo>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20100002803">
<namePart>Clarkson, Dianne</namePart>
<nameIdentifier>MAPA20100002803</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080436582">
<namePart>Forrester</namePart>
<nameIdentifier>MAPA20080436582</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Cambridge</placeTerm>
</place>
<publisher>Forrester Research</publisher>
<dateIssued>2010</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
</physicalDescription>
<abstract displayLabel="Summary">The Hartford Financial Services Group (The Hartford) is a leading US provider of life, automobile, and homeowners insurance and other products including annuities and mutual funds. The company was seeking an online service capability to reduce Web site abandonment and increase sales of its personal insurance products. The Hartfords eBusiness needed a new assisted-service tool to target live help at the right time to the right prospective customers. The firm decided to use the Art Technology Group (ATG) eStara Click to- Call solution, implementing proactive and reactive click-to-call along with applied dynamic business rules to real-time contextual session information. On average, 2% of The Hartfords online personal insurance customers use click-to-call as a way to engage with a licensed insurance representative</abstract>
<note type="statement of responsibility">by Diane Clarkson... [et al.]</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20100002810">
<name type="corporate">
<namePart>The Hartford Financial Services Group</namePart>
</name>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590567">
<topic>Empresas de seguros</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080609542">
<topic>Canales de distribución</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080547738">
<topic>Internet</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080583224">
<topic>Ventas de seguros</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080612474">
<topic>Servicios asistenciales</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593599">
<topic>Sistemas de gestión</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080586546">
<topic>Nuevas tecnologías</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20190001328">
<topic>Márketing de la empresa de seguros</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080595296">
<topic>Comercio electrónico</topic>
</subject>
<classification authority="">217</classification>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080655792">
<titleInfo>
<title>For eBusiness & channel strategy professionals</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">080918</recordCreationDate>
<recordChangeDate encoding="iso8601">20220901134239.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20100002896</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>