Australian Insurance Success Story
Transforming customer data management for a global insurer
A leading global life insurance group serving 13 million policyholders and managing more than $350 billion in assets partnered with Ataccama to unify their customer data and prepare for future M&A activity. After acquiring nearly 200 life insurers in the span of a decade, the organization had been operating with siloed systems, duplicate records, and inconsistent customer information. To maintain seamless customer service and continue its growth-through-acquisition strategy, the group decided to implement a robust master data management (MDM) solution capable of delivering a single, reliable view of every customer across the enterprise group.
The challenge
As the insurance group expanded, integrating and consolidating customer data from acquired insurers became a growing pain point. Inaccurate and fragmented customer records stored in multiple places made it nearly impossible to deliver the kind of customer experience the group sought to provide. Moreover, a strict migration deadline and complex integration patterns that slowed down operations added to mounting pressure on the group’s data team.
By partnering with Ataccama for their MDM solution, the group wanted to tackle:
- Poor data quality: Inaccurate, inconsistent, and missing customer data was scattered across various systems, including Salesforce and the group CRM
- Integration headaches: Challenges in maintaining consistency and synchronizing customer data across disparate systems created data silos and discrepancies
- Outdated technology: Their existing customer master data management (CMDM) system lacked the modern features and integration capabilities needed for evolving business demands
- Business risks: Data issues jeopardized regulatory compliance, effective customer retention, and achieving a Customer 360 view
To continue growing while delivering a high standard of customer service, the insurer required a single, trusted view of the customer across its entire business.
The solution
Working with Ataccama, the insurer deployed Ataccama ONE Master Data Management alongside a new data warehouse and integration infrastructure. The implementation was completed within a strict six-month deadline, despite the complexity of migrating CRM, enterprise data warehouse (Snowflake), and integration layers simultaneously.
New data management capabilities delivered by Ataccama included:
- Customer MDM: Consolidating data from multiple systems into a single, accurate view of each customer that was then made available to consuming systems
- Data quality management: Profiling, cleansing, and enriching customer records to ensure accuracy and consistency
- Integration at scale: Handling 120 million records and processing up to 200,000 messages daily
By establishing a single source of truth for customer data, the insurance group mitigated risks related to compliance and security, expanded their footprint through improved customer growth and highly personalized interactions, reduced costs and increased efficiency in their data management processes, and secured a promising future for their growth-by-acquisition strategy. Customer data went from being a liability to a strategic company asset. User approval also saw an uptick, with company personnel reporting high satisfaction with the platform’s usability and effectiveness.
Key results: MDM adoption & business impact
The solution had a clear, positive impact on the data team and its operations. It also delivered several business-related outcomes by streamlining the onboarding process for new portfolios of acquired customers into the central data hub.
Business operations
Ataccama ONE Master Data Management is actively leveraged by more than 40 users for crucial operations and functions across the business. This includes claims, reinsurance, regulatory reporting, smartcomms, and so-called “super transactions” such as customer consent management and call center activities.
A single source of truth for customer data = data trust
By eliminating poor data quality and integration issues, Ataccama gave business users a single, reliable place to access and customer information they could actually use.
Improve data accuracy and streamline compliance
By simplifying and increasing the reliability of regulatory reporting, Ataccama reduced compliance-related business risks.
Enhanced customer interactions and operational efficiency
A holistic customer view supported more personalized customer interactions, driving progress towards high customer satisfaction, faster growth, and increased operational efficiency.
Future plans
With Ataccama ONE at its data foundation, the insurer is positioned to continuously and seamlessly integrate data from new acquisitions into its existing systems. They are ready to extend data quality monitoring across new domains, and build advanced analytics capabilities to deliver proactive customer engagement and risk management.
The insurer has fundamentally transformed its approach to customer data. In doing so, its data practice moved from a low-trust, low-quality data environment, a fragmented view of customers, disparate systems, and inefficient, impersonal customer interactions to a single, reliable, highly trusted source of truth for customer data. This transformation fuels continuous growth, future acquisitions, and an improved customer and employee experience throughout the organization.
Transforming customer data management for a global insurer
A leading global life insurance group serving 13 million policyholders and managing more than $350 billion in assets partnered with Ataccama to unify their customer data and prepare for future M&A activity. After acquiring nearly 200 life insurers in the span of a decade, the organization had been operating with siloed systems, duplicate records, and inconsistent customer information. To maintain seamless customer service and continue its growth-through-acquisition strategy, the group decided to implement a robust master data management (MDM) solution capable of delivering a single, reliable view of every customer across the enterprise group.
The challenge
As the insurance group expanded, integrating and consolidating customer data from acquired insurers became a growing pain point. Inaccurate and fragmented customer records stored in multiple places made it nearly impossible to deliver the kind of customer experience the group sought to provide. Moreover, a strict migration deadline and complex integration patterns that slowed down operations added to mounting pressure on the group’s data team.
By partnering with Ataccama for their MDM solution, the group wanted to tackle:
- Poor data quality: Inaccurate, inconsistent, and missing customer data was scattered across various systems, including Salesforce and the group CRM
- Integration headaches: Challenges in maintaining consistency and synchronizing customer data across disparate systems created data silos and discrepancies
- Outdated technology: Their existing customer master data management (CMDM) system lacked the modern features and integration capabilities needed for evolving business demands
- Business risks: Data issues jeopardized regulatory compliance, effective customer retention, and achieving a Customer 360 view
To continue growing while delivering a high standard of customer service, the insurer required a single, trusted view of the customer across its entire business.
The solution
Working with Ataccama, the insurer deployed Ataccama ONE Master Data Management alongside a new data warehouse and integration infrastructure. The implementation was completed within a strict six-month deadline, despite the complexity of migrating CRM, enterprise data warehouse (Snowflake), and integration layers simultaneously.
New data management capabilities delivered by Ataccama included:
- Customer MDM: Consolidating data from multiple systems into a single, accurate view of each customer that was then made available to consuming systems
- Data quality management: Profiling, cleansing, and enriching customer records to ensure accuracy and consistency
- Integration at scale: Handling 120 million records and processing up to 200,000 messages daily
By establishing a single source of truth for customer data, the insurance group mitigated risks related to compliance and security, expanded their footprint through improved customer growth and highly personalized interactions, reduced costs and increased efficiency in their data management processes, and secured a promising future for their growth-by-acquisition strategy. Customer data went from being a liability to a strategic company asset. User approval also saw an uptick, with company personnel reporting high satisfaction with the platform’s usability and effectiveness.
Key results: MDM adoption & business impact
The solution had a clear, positive impact on the data team and its operations. It also delivered several business-related outcomes by streamlining the onboarding process for new portfolios of acquired customers into the central data hub.
Business operations
Ataccama ONE Master Data Management is actively leveraged by more than 40 users for crucial operations and functions across the business. This includes claims, reinsurance, regulatory reporting, smartcomms, and so-called “super transactions” such as customer consent management and call center activities.
A single source of truth for customer data = data trust
By eliminating poor data quality and integration issues, Ataccama gave business users a single, reliable place to access and customer information they could actually use.
Improve data accuracy and streamline compliance
By simplifying and increasing the reliability of regulatory reporting, Ataccama reduced compliance-related business risks.
Enhanced customer interactions and operational efficiency
A holistic customer view supported more personalized customer interactions, driving progress towards high customer satisfaction, faster growth, and increased operational efficiency.
Future plans
With Ataccama ONE at its data foundation, the insurer is positioned to continuously and seamlessly integrate data from new acquisitions into its existing systems. They are ready to extend data quality monitoring across new domains, and build advanced analytics capabilities to deliver proactive customer engagement and risk management.
The insurer has fundamentally transformed its approach to customer data. In doing so, its data practice moved from a low-trust, low-quality data environment, a fragmented view of customers, disparate systems, and inefficient, impersonal customer interactions to a single, reliable, highly trusted source of truth for customer data. This transformation fuels continuous growth, future acquisitions, and an improved customer and employee experience throughout the organization.
