In the era of digital transformation, data management is becoming a key element in the success of any company, especially those operating in the insurance industry. Insurance companies handle huge volumes of data, which must be accurately analysed, stored, and managed to meet the growing market demands and customer expectations. In response to these challenges one of Poland's and the world’s leading insurance companies, decided to implement an innovative data management solution that revolutionised its operations and provided a competitive advantage. Britenet was responsible for the implementation.
Unlocking Sales Potential with Data Insights
Britenet's partner is an insurance company that is one of the leading groups on the Polish and European market. The company provides its customers with comprehensive insurance protection at every stage of their lives: from property insurance, such as car, home, or business insurance, through life insurance, both individual and group, to pension and investment funds. The cooperation with the company started in 2019 and has resulted in several successful projects.
Britenet's team of specialists implemented a proprietary customer-centric solution, allowing to manage the most important data in an innovative and fully secure way. The implemented solution helped increase the partner's awareness of how to take care of data transparency and quality and created the conditions for improving sales performance in the future.
Taming the Chaos: Managing Distributed Data
The main goal of the project was to solve the problem of scattered customer data, located in different systems and companies belonging to the company. The most important step was to prepare a 360° view of the customer to consolidate the data and create a consistent representation of the customer. With this solution, the company was able to avoid a situation where customers with insurance receive marketing promotional messages for products they already own, greatly improving the quality of communication and customer satisfaction. In addition, the full view of customers enables better decision-making about commercial benefits, such as offering discounts on complementary products, leading to increased sales. Ultimately, the solution was designed to serve as the basis for conducting service, marketing, and sales activities, as well as implementing regulations, including GDPR.
The Secret Weapon: Proprietary Data Management Tool
The first stage of the project was the implementation of a proprietary solution created by Britenet. It allows for the consolidation of all customer data, including: personal, contact and address data, as well as information about products owned and consents given. The solution uses the Data Quality module, which enables the normalisation, cleaning, and enrichment of customer data, including contact and address data.
The implementation has enabled the creation of a number of attractive solutions during the next stages of the project, such as:
- The GO app – an application for Call Centre, Back Office, and Data Protection Officer teams, which allows, among other things, automatic search and verification of a customer by the phone number they are calling from, as well as access to a single place that facilitates convenient management of consents and data. The app also provides a so-called 360° view of the customer, i.e. it provides information not only about personal data and consents, but also about all products, applications, etc. It also increases data control and data protection in the context of the GDPR Act.
- Data Mart for Salesforce integration – a solution to provide data to Salesforce that is the basis for the smooth operation of service processes carried out by agents, as well as for marketing campaigns.
- Integration with the Nice Actimize tool – a solution to provide data and generate customer data files for scanning as part of Anti-Money Laundering processes, enabling the company to meet legal requirements.
- Golden Record – creating a Data Mart containing up-to-date customer data across companies and data classes. Orchestration of client data for various scopes was also added, which includes integration with all source systems. In addition, services used in the customer portal were also designed and implemented.
In all initiatives, Britenet had a consultative role and provided expertise and a complete team that was and is responsible for the analysis, implementation, and integration of the above solutions.
As Product Owner in the project, I am responsible for the contact with the client and implementing business requirements in a dynamically changing environment. In my cooperations, I place the greatest emphasis on the delivery of high-quality solutions within the declared deadline. The benefits of this cooperation include, above all, the possibility of continuous development of solutions , which are based on the latest trends in the IT market. Given our long-standing cooperation, experience in working with our partner's systems and expert knowledge, Britenet is able to recommend optimal solutions.
Paweł Florek – Product Owner
As a Project Manager, I place great emphasis on a partnership approach to every initiative I have the pleasure of undertaking with this client. For project management, I chose the Agile methodology - the one most suited to the dynamics of our partner.. As a result, the client is up to date with every stage of the project and together we can respond in advance to challenges that arise in the meantime. Another undoubted benefit for the client is that they can entrust us with the full coordination of project work and be sure that everything will be addressed appropriately.
Natalia Barcicka – Project Manager.
Significant impact – a competitive advantage
In the era of digital transformation, data management is becoming fundamental to the success of any company, especially those in the insurance sector. Thanks to the our solution implemented by Britenet, it has been possible to respond to market and customer needs, making it possible to consolidate customer information from distributed source systems into a single representation. In this way, the system became the main source of knowledge about customer data in the organisation, facilitating and speeding up tasks for all the company's departments, enabling a competitive advantage in terms of customer knowledge.
