Power BI Helped Create Personalised Content

Power BI Business Analytics tool turned enormous data across silos into meaningful and intelligent insights and created personalised content

The Client

A leading Life and General Insurance company in south-east Asia that offers various insurance products to its customers. They offer a wide range of products and insurance solutions that are designed to cater to the evolving needs of customers in South East Asia. The client with its customer centric approach, is focused on creating a new customer experiences, with easy-to-understand go-to market products, supported by stack of digital technologies. The clinet leverages  a wide rage of platforms and technologies to deliver products and services that are relevant, easy to understand and always convenient for customers to buy from.

Project Background

The company gathers lots of data from various channels.

1. Direct Data – Opt-in Data

Zero-party data containing preferences, interests and intent shared directly and proactively by consumers, through surveys, preference centers, and/or polls.

• Preference center subscriptions to create relevant communications and ensure the frequency of their communications.
• Consumer feedback and suggestions from various channels about service, product quality.
• Social media polls

2. First-Party Data – transactional data and behavioural data

The company collects numerous information about their audience and customers like purchase history, email activity, web behavior, and claims. This data is extracted from the company’s existing income source and is one of the most important strategic assets.

• Form submissions with information containing basic contact details
• Transactions data for the day-to-day activity that includes new policies, claims data, payments, and more.
• Data from their marketing campaign efforts, such as web footprints, mail click, content downloads, likes, and comments.

3. Second-Party Data – Data from partner companies

Second-party collected and managed by their partner companies (i.e., that company’s first-party data). It includes data acquired through ad services, browser ad works, co-registration campaigns.

The Task

The client wanted to:

• Translate the large amounts of data across channels in multiple tables into actionable and intelligent insights about customers resulting in more customer-centric services and products.
• Establish a centralized dashboard accessible by the marketing as well as the customers from anywhere and at any time.
• Understand prospective insurers and provide them with educational content.
• Boost customer engagement of the audience through insights from the zero-party data; offer the audience the type and frequency of communications they want; avoid too many emails, and prevent missed connections.
• Use self-reported product interests and preferences of prospective customers to create better customer experiences and effective marketing and acquisition campaigns.
• Analyze first-party data and use the insights and inform all marketing program components and create dynamic pricing models.
• Use the second-party data to find new audiences for their products and services and increase the reach of the company’s business.
• Integrate the huge third-party data with their zero-, first- and second-party data and build comprehensive audience profiles.
• Establish features to minimize the risk of fraud and data

The Challenge

1. Incorporating the raw and unorganized data and processing to get to the high-quality and relevant information.
2. Integrating the diverse data to analyze and create insight.
3. Integrating the data across various channels and sources under one platform.
4. Visual representation of data through a personalized and interactive dashboard showing all relevant information.
5. Identifying customers through various channels and matching these data from various data sources to a single customer to get a maximum understanding of an individual.

What did we do?

1. Implemented Power BI and its various components to achieve the client’s goal.
2. Established a data dashboard to visually display important information and consolidated them on a single screen. This interactive dashboard helps the customer research products and services and gets answers about them. The company too can take action on these interactions.
3. A data model-based BI reporting tool IN Power BI was created. It helps the self-service BI identify the relationship between the diverse data and provides actionable insights into customer behavior.
4. Established Azure Cosmos Database to offer 99.99% availability, read availability throughput, low latency, and consistency on all accounts (single and multi-region).
5. Used data visualization based on product interests.
6. The use of data shaping integrates the data acquired through different sources and built comprehensive audience profiles. This helped connect all the data sources or messaging solutions.
7. Established ground-up security through MS Azure Cloud.
8. Created a strong reporting tool by integrating fraud detection and analytics for detecting data anomalies in the claim documents.

Result/Deliverables

The client can monitor customer interactions easily and customers can see updates on their accounts in real-time. With the connected data sources it is easier to process and react to events.

Data shaping helped integrate the huge data, created customer understanding, and build comprehensive audience profiles (existing and prospective). It increased customer engagement by providing the right information to them at the right time.

Analytics insights are communicated to all stakeholders and desired pricing models have created suggestions and feedback analysis.

Data modeling widened the company’s reach of audiences.

The data anomaly and fraud detection tools integrated within the Power BI help generate reports on data anomaly establishing a risk-free claim settlement process.

Technologies/Solutions Used

Power BI, MS SQL, Azure Cosmos Database

About DBP

Digital Business People Pte. Ltd. is a technology outsourcing firm helping brands and businesses digital transformation with a key focus on Omni-channel customer experience and engagement management. Founded in 2018, the company is headquartered in Singapore and has its offshore development centers in India. DBP offers a wide spectrum of solutions that include Customer Communication Management (CCM), Web Content Management (WCMS), Campaign Management, BI & Analytics, Robotic Process Automation, CRM, Application Development and Managed Services, Cloud Deployment and Management Services amongst others. The company believes that both internal and external customers connect, through future-ready technology solutions are a critical component of any business. DBP’s services and partnerships are centered on this philosophy. The company has strong partnerships with some leading global companies namely SAP, Quadient, Microsoft, Adobe, Intense Technologies, XpertDoc, Objectif Lune, Sisense, and Dimensional Insight amongst others. DBP has been listed amongst the Top 20 salesforce consultants in Singapore and is also a member of the Singapore FinTech Association. Visit https://www.dbppl.com/ for more information.