Unified Customer Data Platform for Enhanced Financial and Insurance Services

The organization processes a vast amount of customer data stored across multiple domain-specific systems, leading to incomplete visibility for business users. This fragmentation complicates customer service, delays data-driven marketing initiatives, and increases risk of errors and regulatory non-compliance, particularly under regulations like the data protection law.

A large, global financial and insurance organization seeking to centralize customer data, improve customer insights, and streamline compliance with data protection regulations.

• Develop a centralized, high-quality customer database consolidating data from multiple source systems.
• Create a comprehensive 360° customer profile integrating personal data, products, and consents to enable personalized service and targeted marketing.
• Facilitate advanced customer analysis to improve decision-making in marketing and sales activities.
• Ensure compliance with relevant data protection regulation by centralizing and managing customer consents efficiently.
• Automate data propagation to existing systems such as call centers and CRM platforms to enhance operational efficiency.

• Data ingestion mechanisms for unaltered data extraction from diverse source systems.
• Data quality processing to improve accuracy and consistency.
• Customer data consolidation and matching based on specified keys to build unified customer profiles.
• A comprehensive 360° customer view tool that encompasses personal data, product holdings, and marketing consents.
• Interfaces for propagating updates to existing domain systems, including call center and CRM platforms.
• A dedicated module to handle customer requests under data protection regulations, facilitating faster complaint and data access processes.
• Prepared data metrics and templates to support targeted marketing campaigns via marketing automation platforms.
• Secure and compliant access controls to safeguard sensitive customer data.

• Source domain systems for comprehensive data ingestion
• External marketing automation platform for campaign management
• Call Center systems for automated customer interaction workflows
• Regulatory compliance modules for handling customer data requests

• High data processing throughput to handle large volumes of customer data efficiently
• Real-time data synchronization for up-to-date customer profiles
• Robust security measures to ensure data confidentiality and integrity, aligned with industry standards
• Scalability to accommodate increasing data loads and user base
• Reliability with minimal downtime for critical customer service functions

Implementing a centralized customer data platform is expected to substantially enhance data quality and completeness, leading to improved customer service and satisfaction. It will enable advanced analytics and targeted marketing, support regulatory compliance efforts, reduce operational costs, and provide a competitive advantage through comprehensive customer insights and streamlined processes.