Improving Insurance Operations & Customer Experience through MDM
Strategy, architecture and program leadership for the multi-year implementation of the Guidewire ClaimCenter platform.
The Client
Financial Services Company Offering Life Insurance,
Annuity and Investment Products
The Business Objective
This Master Data Management program was undertaken to centralize, connect and manage customer data to improve customer experience, enable behavior insights and enhance business processes across the enterprise while also protecting and securing the business.
The goal of the program was to develop capabilities around data stewardship, data quality management, connectivity and integration, centralized data management and data governance and protection.
The Business Challenges
- Multiple editable copies of customer data
and Customer IDs in use. - Quality improvements happening downstream
not feeding back into source-systems. - Stability and latency issues due to the many
hops data had to travel. - Difficult to implement data governance and quality-
management due to lengthy value-chain.
The Business Outcome
X by 2 delivered a MDM architecture roadmap and strategy for improved business and data management capabilities, while also enhancing customer experience.
- Data Quality Improvement
- Enterprise-wide customer data-domain
- Data ownership and governance process for customer data
- Accurate customer identification
- Better targeting for up/cross-selling
- Improved customer experience
- Optimized business processes