CASE STUDY
Large insurance carrier
gets Customer 360
Challenge
One of the largest affinity-based insurance carriers, with over $2.6 million active policies
split over several disparate applications, was handicapped by the multitude of systems
of record and countless data inconsistencies. The company was facing customer data
acquisition, audit and compliance issues. There was a strong need to improve the
customer experience, reduce the financial impact of discounts, cross-sell and up-sell
more effectively.
Company:
Large insurance carrier
Challenge:
A single view of the
customers
Solution:
Customer 360
Specific challenges:
• Lack of a single, consolidated view of customer information
• Data privacy, audit and compliance issues
• Inability to segment customers, manage campaigns or engage customers
seamlessly
• Lack of system integration across policy, billings and claims
• Inability to respond to customer event triggers timely
• Inability to translate findings into actionable customer experience programs
• Inconsistent customer satisfaction and customer retention correlation
• Ineffective cross-selling and up-selling
Solution
Saama devised a strategy and maturity roadmap with the carrier, and built a Customer
360 solution for a single, consolidated view of customers.
The Customer 360 solution was built on these components:
1. Master Data Management
2. Data Quality services
3. Enterprise Data services
4. Customer portal
CASE STUDY: Large insurance carrier gets Customer 360
The data was acquired from over twenty sources including policy, claims, affinity
systems, and third parties. The data was standardized, synchronized and enriched
Solution highlights:
through MDM and Data Quality services, and integrated with applications through
• Devised strategy and
maturity roadmap
enterprise data services using modern search technologies, SoA services and batch data
services.
• Integrated over twenty
data sources
The Customer Portal was integrated with agency, claims and policy systems. It allows
claims officers, underwriters and agents to view and drill down to detailed customer
• Integrated agent
portal, customer selfservice portal, policy
administration, and
CRM applications
information and to make informed decisions. Demographics, policy and household
information, history of customer interactions, and even customer scoring are all displayed
on one screen, guiding the carrier’s conversations and interactions with customers.
Business Outcomes
• Established data
governance and
stewardship processes
• A single view of the customer and the record of truth
• Faster claims processing turnaround time
• Higher levels of privacy, security and regulatory compliance
• Improved customer service personnel productivity
• Omni-channel experience on customer interactions and events
• Higher Net Promoter Score (NPS) results
• Target segmentation for higher campaign effectiveness
• Quick answers to questions that used to consume weeks
Enabling a 360-degree customer view
SUMMARY LEVEL
POLICY DETAILS
BY ROLE
Home : 123 N. Main St
Acme City, AZ 85555
602-555-9191
MULTIPLE
ADDRESSES
BY TYPE
Work : 123 S. Main St
Acme City, AZ 85555
602-555-1919
Billing : 123 N. Main St
Acme City, AZ 85555
PRIVACY
PREFERENCES
HOUSEHOLD
AND ASSOCIATED
PARTIES
POLICY
EXP DT
PAS-1234
12/31/2014
$800.00
HDES-1234
11/15/2014
$450.00
PUP-5678
12/31/2014
$150.00
Motorcycle
11/11/2014
Allstate
E125980
PAS-1234
10/10/2014
Allstate
E125981
Interactions
10/10/12 : C : PUP Quote
12/12/12 : W : Self Register
12/13/12 : M : Mobile App Download
12/14/12 : W : Web Inquiry
12/16/12 : C : Add Coverage
12/18/12 : M : FNOL
Privacy Preferences
Call : No
Email : Yes
Relationships
Jane Doe : Self
John Doe : Spouse
Jack Doe : Son
Jill Doe : Daughter
PREMIUM
Trips : 22
Contect
623-555-0123
623-555-1234
623-555-2345
623-555-3456
BAL. DUE DUE DT
$400.00
LIEN.CARRIER
6/1/2014 Honda Finance
Glendale Bank
$150.00
3/1/2014
SRC ID
P123456
PU98765
Membership
Claim # 12345
Claim Dt 01/13/13
Status : Adjudication
Telematics Insights
Distance : 2000 miles
Safety Score : 80
Date of Bir th
01/01/1970
01/01/1971
03/01/1997
01/01/2005
DL #
Fin. Score
AZ 123456
675
AZ 987654
780
--- ALERT ---
900 E Hamilton Ave.
Suite 200
Campbell, CA 95008
www.saama.com
EXP DT 12/31/14
H234567
SUMMARY LEVEL
MEMBERSHIPS
PRODUCTS
Agent: John Smith
135 S. Phoenix St
AZ 85555
602-555-1234
602-555-5678
Demographics
Income : $200,000
Interets : Biking, Skiing
Employer : ACME Inc
Occupation : Executive
Marital Status : M
Pets : No
RELATIONSHIPS
TOUCHPOINTS
WITH THE
CUSTOMER
Customer Scoree
75
Customer Score
85
+1 888.205.3500
+1 408.371.1900
http://www.saama.com/ins
[email protected]
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