Germany / Insurance
Real time decision making based on CX and Brand Health KPIs
"The client was able to benefit from faster insights which facilitated more agile decision-making."
Business issue
A global insurance company was facing significant business challenges due to reporting delays and low operative reliability in their customer experience (NPS) tracking. Availability of results was far too slow, often taking 3 weeks for insights to be generated. This had a severe impact on their ability to react to business challenges in a market where they were facing more agile competitors. They also lacked accessibility of NPS tracking results because they had no seamless integrations with their in-house reporting landscape.
Our solution
Ipsos’ solution involved creating an integrated data management and reporting platform so the client could better access insights which aid decision-making. This enabled the customer teams across the globe to get more reliable insights from complex fieldwork settings far quicker, reducing the turnaround time from 3 weeks to less than 48 hours. We also implemented AI-enabled data quality checks on the data platforms to help avoid delays or erroneous deliveries.
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Impact
Consequently, the client was able to benefit from faster insights which facilitated more agile decision-making.
The client's consumer experience team are now able to take immediate action based on KPIs, insights, and AI-based analytics. Alongside this, these insights are more readily available to the client as the data is integrated in to their in-house BI systems.
