Customer data management platform and cross-departmental data insight programme rollout
Our client was keen to cross-sell, and needed to get a handle on its customer data to ensure this would not lead to confusion or irritation.
We worked with both business and IT departments to implement a data governance framework for the customer domain. By applying a structured approach to mastering and harmonising a variety of legacy systems of record and reconciliation processes, we were able to create a 360° customer view across the multiple service lines (Life, GI, Health). That in turn delivered insight to operations on user behaviours and needs. With better insight customer operations teams were able to adapt sales and service processes, resulting in measurably higher customer satisfaction and increased average product holdings (APH).