Our client is a reputable insurance company based in the UK. Their services are accessible directly to consumers and through various channels like Independent Financial Advisers (IFAs), brokers, and strategic partners such as trade unions and national societies.
The company specializes in two core areas of financial services. Firstly, they offer general insurance policies that cater to various needs like home, vehicle, business, and holiday insurance. Secondly, they provide life and pension insurance policies, primarily including life protection, retirement plans, savings, and investment insurance.
The insurance company faced significant challenges in maintaining its customer relations database, which had grown to over 3 million records. The database was plagued by errors, duplicate entries, and missing or inaccurate information, which was hampering the company's ability to market its services effectively, gain customer insights and engage with customers.
Specifically, the challenges included merging multiple databases (within CRM) to form a consolidated database, entering data for nearly 130,000 new customers and accounts, and cleansing the large-volume customer records in a quick turnaround time for better marketing efforts and sales.
The impact of these challenges was significant, as the errors and duplicate entries made it difficult to track customer interactions and preferences. This led to missed sales opportunities and reduced customer satisfaction, ultimately resulting in declining sales over the past year.
Recognizing the urgency of the situation, the insurance company decided to collaborate with SunTec to implement a comprehensive data management solution and address these issues.
To enhance data quality and provide the client with an up-to-date database, we allotted a team of 20 data professionals (and divided teams for specific tasks), including data cleansing experts, data entry operators, and data quality experts, who offered the client the following solutions:
Using a blend of automated tools and human intervention, our data cleansing professionals scrutinized the client's database to identify and fix errors. Other techniques employed by our professionals to cleanse the data include-
For the 130,000 new customer records that needed to be entered into the CRM, our data entry experts ensured that all the necessary data points were captured accurately and entered into the CRM. This included entering customers' basic information such as name, address, email address, phone number, and other specific data, such as policy type, coverage amount, premium amount, policy start and end dates, and other relevant insurance policy details.
Our team segmented and created customer profiles by using metadata and other relevant information to segregate and identify different customer groups based on their behavior, preferences, and needs. This allowed the client to target specific customer groups with personalized marketing messages and tailored services.
To ensure the accuracy and completeness of the client's database, we implemented a humans-in-the-loop approach. This approach combines the use of automated tools with human intervention, where our team meticulously cleansed, standardized, appended, and validated the client's data. The team also entered new customer data and segmented the database, enabling the client to provide personalized marketing messages to specific customer groups. The human element in this project ensured that the data was thoroughly checked for accuracy and that every error & inconsistency was fixed, allowing the client to make informed decisions and boost sales.