With Human Inference's software, this insurer creates a unified customer profile from scattered data. This results in fewer errors, reduced costs, and better communication management.
One of the largest insurance providers in the Netherlands prioritizes personal service and reliable communication. However, they faced challenges over the years due to multiple disconnected customer records across various systems, from regional offices to online channels. This resulted in some customers being registered up to six times, leading to issues such as returned mail, incorrect communication, and frustration for customers and employees.
The organization serves individual and business clients with a comprehensive range of property, health, and life insurance products. With thousands of changes, requests, and updates processed daily through their website, customer service center, and dozens of regional offices, having reliable and accurate customer data is essential for delivering quality service. The insurer, a Human Inference client since the late 1990s, implemented DataHub and the Single Customer View solution to address this issue. This solution combines real-time validation, fault-tolerant matching, and a single, trustworthy customer profile.
Please note: this organization has opted to remain anonymous, but the context, approach, and results reflect collaboration and similar client processes.
Single Customer View: one source of truth A Single Customer View combines customer data from multiple sources into one comprehensive and accurate view. This creates a unified version of the truth across the organization, eliminating duplicate or fragmented records. It allows teams to work more quickly, consistently, and collaboratively, with reliable customer data at its core.
Input from various systems and channels
The insurer handles thousands of customer interactions daily through regional offices, a service center, and various online channels. Previously, these interactions led to separate registrations, meaning customer data was not centrally managed. As a result, individuals often appeared multiple times in different formats across various systems.
From fragmentation to a cohesive data strategy
The organization recognized that providing truly customer-centric service required a unified and reliable customer view. That’s why, in the late 1990s, the insurer chose Human Inference software as the foundation of its data strategy. We developed a centralized environment where customer data is deduplicated, validated, and fault-tolerantly linked to existing records. New data is checked in real time for accuracy in name, address, and phone number, using a matching threshold of 92%. This process ensures that every change, regardless of the channel, is processed correctly.
A single trusted source throughout the organization
Validated data is linked to the correct customer profile in a centralized system. This ensures a single, unique customer registration accessible to every department. The Single Customer View has become essential for their operations: employees consistently have access to up-to-date customer information, communication flows smoothly, and there has been a significant decrease in returned mail and customer complaints.
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All customer data is validated in real-time, matched fault-tolerantly, and linked to a central profile. This creates a Single Customer View that is used throughout the organization.
The software captures duplicate or incorrect entries before saving. This helps avoid miscommunication and lowers both time spent and operational costs.
Employees have constant access to complete and current customer data. This enables them to respond more quickly and effectively to customer needs and signals.
