SAS CI gives insurers the competitive edge

The secrets of delivering exceptional customer experiences.

In light of the new FCA Pricing Practices guidelines, customers will be less likely to go shopping for new policies with other Insurers. However, this reality increases the pressure to present more options and a seamless, digital renewal process, presenting both challenges and opportunities for insurers.

The bar has been set higher for digital customer experience in a post-covid world. During the pandemic, consumers digitised their shopping habits and now expect much more from their suppliers across industries. And they do not only expect more from the product; they expect more from the company. For example, an active stance on environmental, social, and corporate governance (ESG) goals are not just an add-on, but a necessity to win customer’s long-term loyalty.

With less churn, focus must be given to upselling and creating great customer experiences.  
Conversion rates need to improve, abandoned carts diminished by creating an omnichannel experience that can delight and convert. 

Insurers across the world are getting closer to the customer 

In Topdanmark, Denmark’s second largest insurance company, our Nordic SAS colleagues helped integrate digital channels with data streams, breaking down functional silos and ensuring a uniform approach to customers across both online and offline touch points. “A quantum leap” and “a real wow experience” were some of the reactions from Topdanmark Omni-Channel Manager Sanne Thomns, when presented with the real-time decision-making and faster campaign time-to-market capabilities of SAS® CI 360.

Across the world, the State Bank of India General Insurance uses SAS® CI 360 to build one view of the customer across policy lifecycle, channels, products, and processes.  The Customer Lifecycle Management team gained full control and visibility around Data, Analytics, Customer engagement, and impact measurement, all leading to enhanced customer experiences and an expected 400% faster time-to-market for campaigns.  

“The unique ability of the platform to mesh the new age digital journeys and our traditional engagements through agents, call center, messages etc. in real-time will give us the ability to initiate a contextual engagement when the customer is at our channel”, said Sujatha Aroon, Head Business Transformation & Strategic Projects, SBI, General Insurance, about their SAS CI 360 Solution.

Our vision and product roadmap for CI360

The Intelligence needed about customers is evolving and our vision for SAS® CI 360 is focused on improvements to support marketing and customer support teams in addressing these challenges in a number of ways and we’d love to talk to you about it:

• With the new interface in SAS® CI 360, marketing teams can streamline campaign workflows with configurable templates and simplified workflows across functions.
• SAS Viya and SAS® CI 360 provide a powerhouse of possibility, with a direct integration, allowing the best of both technologies. Fraud, Risk or Intelligent Decisioning scores can be fed in REAL-TIME to your website, providing the ultimate customer experience.
  
• New and easy Martech integration ensures increased out-of-the-box connectivity to 3rd party applications, simplifying and reducing cost of deployment and integration
  
• Audience Management are defined and managed directly in CI360; no IT support needed. It connects directly to a number of cloud-based data sources, bringing together offline and online data to target effectively, driving stronger outcomes.
  

DLG has a great opportunity to take the lead on customer experience, working with SAS. We share a vision about more efficient, digital-driven and value-adding interactions for customers. We share values about the world we want to leave for the next generation, in our common commitment to ESG goals. 

If you are ready to continue our dialoague, please contact Emma Chester to arrange a meeting:

Emma Chester
Senior Insurance Engagement Lead
Tel: +44 (0) 1628 490427