Singlife has announced a partnership with Qlik to enhance its digital capabilities and analytical proficiency. This collaboration is aimed at improving customer service and providing more efficient digital financial services.
The partnership leverages Qlik's expertise in cloud data integration and visualisation, offering Singlife employees comprehensive, real-time insights into customer interactions, including claims processes and call centre inquiries. This access to detailed customer data is expected to facilitate more informed decision-making, streamline operations, and improve the overall customer experience for over a million customers in Singapore and Southeast Asia.
As a result of this collaboration, Singlife has observed a streamlined claims process, leading to a 35% reduction in data analysis costs.
In 2024, as part of its cloud-first strategy, Singlife plans to transition its business analytics infrastructure to the cloud. This move positions Singlife as one of the first financial services companies in the ASEAN region to fully migrate its business intelligence (BI) solutions to a cloud-based environment.
Utilising Qlik Cloud's AI-powered data integration and analytics solutions, Singlife aims to infuse its customer and employee insights with analytics. These scalable solutions are designed to provide immediate value and enable actions such as quicker claim resolutions and new service offerings.
To further its digital transformation, Singlife has developed over 300 BI applications, encompassing both customer-facing and internal apps, derived from various internal data sources. These applications, powered by Qlik Sense, address complex analytics challenges, enabling employees to create and share dashboards that assist in making data-driven decisions.
For example, customer service agents can now segment customer insights more effectively, offering timely insurance advice and enhancing the customer journey. Additionally, Singlife is employing Qlik Application Automation to streamline reporting functions and other back-end tasks, fostering more informed actions by employees.
Singlife also plans to use Qlik's Singapore cloud region for local data storage and deployment at scale, aiming to achieve optimal operational performance, data compliance, and cost savings.
Richard Vargo, group head of products, propositions, and transformation at Singlife, emphasised the importance of data in making informed decisions.
“Running data analytics using Qlik and the cloud provides us with new customer insights faster and the cost efficiency we need, which is essential for an agile business like ours. We are excited about exploring Qlik's machine learning solutions to make predictions and plan decisions even faster and more accurately in the future,” Vargo said.
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