Opportunity

A leading global insurance firm is adept at analyzing relational data. They understand the untapped opportunity in mining new data sources to improve customer satisfaction; lower operating costs; and develop innovative new offerings.

The organization wanted to build an agile reservoir of analytics-ready data to link new sources and discover new insights. Working with sensitive data, the company recognized the importance of a strong data security strategy. Moreover, with many stakeholders across departments, business units and geographies, the need to share sensitive data with privacy, security and governance was a paramount consideration.

As a lead project, the organization wanted to understand how their customers interact with the company so they could lower call center volumes.

  • Understand topics of discussion buried in emails and call agent remarks
  • Build a customer journey for different cohorts and improve the way people interact with your organization
  • Understand what people think about your organization and adapt
  • Grow an inventory of analytics-ready data for re-use across projects
  • Maintain full privacy, security and governance across departments, and business units

To find out more, please contact us

Solution

PHEMI worked with the customer on a 90-day Insight Engagement to load PHEMI Central with free text from email and call agent remarks, along with clickstream website traffic and operational customer data. A team of actuaries and analysts then used PHEMI Central machine learning tools to discover topics of conversation, and plot which webpages people visited prior to contacting customer support.

With PHEMI Central, for the first time, the organization could work with de-identified data and look at the entire customer journey across departments and business units, optimizing the website for self-serve and averting customer support interactions.

Armed with a body of analytics-ready data, PHEMI worked with the organization to then collect topic-based sentiment on all communications. The company now gets constant feedback on specific likes and dislikes about the organization’s products and services.

With a growing reservoir of organized, analytics-ready data, and a quick return on investment, the organization is looking to roll out dozens of new initiatives.

With PHEMI Central, for the first time, the organization could work with de-identified data and look at the entire customer journey across departments and business units, optimizing the website for self-serve and averting customer support interactions.