Insurance firm Singlife is working to streamline claim processes and call centre inquiries, enhance data analysis capabilities, and adopt cloud technologies for operational efficiency and to provide a better customer experience.
The company is working with Qlik's cloud data integration and visualisation platform to provide employees access to real-time customer insights, including claim processes and call centre service inquiries.
This has helped streamline the claims process and also ensured a 35 percent reduction in data analysis costs.
Singlife’s group head of products, propositions and transformation, Richard Vargo, said data is crucial for making informed decisions that improve customer care while driving costs down.
The insurance firm has developed over 300 business intelligence applications from internal data sources, catering to customer and staff needs.
Leveraging Qlik Sense – data analytics solution – Singlife can make, share, and distribute dashboards, enabling customer service agents to make smarter decisions based on data.
It helps employees filter and organise customer insights, offering timely advice on insurance coverage and improving customer experience.
Singlife is also using Qlik Application Automation to automate reporting and back-end tasks.
Migration to cloud
According to the insurance company, it will move business analytics infrastructure to Qlik’s cloud in 2024 and will fully migrate business intelligence (BI) solutions to the cloud.
It will utilise Qlik's Singapore cloud region to store and deploy data for analytics locally at scale, ensuring better operational performance and data compliance.
Running data analytics using Qlik and the cloud provides customer insights faster and the cost efficiency the company need, Vargo added.
Qlik Cloud provides AI-powered data integration and analytics solutions to provide insights into customer and employee data, help scale on demand, make claims resolution faster and help introduce new services.
Vargo said that the company is exploring Qlik's machine-learning solutions to make predictions and plan decisions faster and more accurately in the future.
