The document discusses the challenges of engaging digital customers in the insurance sector, exemplified by a character named H. Dunner, who seeks seamless communication through vast digital interactions. Zensar's customer engagement solution utilizes big data analytics to create a comprehensive customer view, enabling actionable insights that enhance engagement and business decision-making. The platform offers predictive modeling, sentiment analysis, and integration of structured and unstructured data to drive improved customer relationships and business outcomes.

1. Complete Customer
Engagement for Insurance

2. Decoding the digital customer of today
Once upon a time there was a very picky and
choosy customer, H. Dunner who lives in
Digiville. This new land is one of short
sentences, many images, multiple opinions,
countless reviews and much chatter focused
on decision making. We would like to share
an instance where an insurance company
worked on creating an engagement with this
prospect, by trying to learn about him from
the numerous data located across a central
repository, trying to find links of past
engagement that can be leveraged to cross
sell or upsell. But, somehow, that exercise was
not very helpful as they were unable to gain
any actionable insight due to the lack of a
single view into Mr H. Dunner.
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3. What went wrong?
H. Dunner lives in the digital world, which is fast paced,
dynamic and has a lot of information if only one knew
how to make sense of it. He shops online, converses via
social media, expresses across social channels and yes,
considers it a friend in need always. H. Dunner has his
expectations, desires and his take on various insurance
brands online too. While he looks for a new policy or
before he tries to extend his soon to lapse one, he
connects, engages and converses with his digital
comrades. This is where business is, and this is how one
can tap into existing and potential customers like
H. Dunner. Insurance needs a rethink and review. Brand
building can only happen if a customer like H. Dunner
can encounter it in his world - Digiville.
A complete, encompassing single-view is needed that
helps in aligning the vast amount of structured and
unstructured data lying around on H. Dunner, here.
How does the company generate any insights of a
single customers like H. Dunner?
This is where the latest offering from Zensar comes to the
rescue. Making complete sense of so much of structured
and unstructured data is no mean feat. It requires
advanced analytics capabilities which helps in creating
actionable insights that leads the company to take, “next
best action” within a shorter span of time. H. Dunner can
be engaged once the company knows exactly what he is
looking for through the data gathered across sources.
I wish I had some insight into how a customer feels or thinks
I would want to know who are my critical customers and who
should be handled by senior experts
Is it possible to have some genie to tell me of hidden cross-
sell/up-sell opportunities?
So what are the barriers stopping you from signing
a customer? Let’s hear some actual thoughts:
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4. Zensar's complete customer engagement solution is a big
data analytics solution that produces intelligence for
consumption by various business functions to take 'next
best action' at the point of decision.
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5. Zensar's Customer Engagement Solution is a Big Data analytics solution that produces intelligence for consumption
by various business functions to take 'next best action' at the point of decision. It creates a 360° view of customer with
regards to customer interactions and transactions.
The key areas addressed by this solution are
Deep Customer 360° insights
Improve Persistency
Better Net Promoter Score (NPS)
Zensar's big data analytics platform is a unified Big Data platform that is scalable and customisable and is ready to
process 'Big Data' to deliver key business KPIs. This approach to solve Big Data analytics problems pictorially, add a
holistic storyline to H. Dunner.
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What does it do?
Unique algorithms establish customer identity across multiple platforms
Data quality management - summarisation
Build correlation patterns
Text Analytics - sentiment analysis, email analytics using NLP techniques
Builds customer single view - Look at transaction, internal and external data, gathered through web and social channels
Provides predictive models in an easy to consume actionable dashboards and graphs
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Enterprise Data
Call logs, Transcripts,
RDBMS, CRM etc
Social Data
Data Source
Internal
External
Structured
Unstructured
DISCOVER
Data Management
COMPUTE THINK
Algorithms
Modeling
Structure
and Prepare
Visualisation
ACT
Business
Decisions
Actionable
Insights
at the Point
of Decision
Modeling and
Execution
Patterns
Summaries
Correlations
Our Approach
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6. Zensar’s Customer Engagement Platform-
Prediction, Retention and Promotion
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7. The Solution
TM
The Customer Engagement solution by Zensar is powered by Aureus Analytics platform that has multiple Products
based on industry specific problems optimised to run on technologies like R and Hadoop
Solution Overview:
Social Command Center which sources relevant social
data
Big Data Pipeline framework readily gets deployed in
your environment
Ready-to-use statistical modeling algorithms
Ability to offer the solution on cloud or on premise
10 KPIs pre-built and more can be added as per
requirements
Optional EUEM (End User Experience Management)
data source to track Customer Experience across your
mobile engagement channels
Can be rolled out in a phased manner - either specific
client set as focus; or channel; or product category
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What insights can it give us about H. Dunner?
Helps calculate lapse propensity
House holding for customer engagement
Correlation analysis
Persistency modeling and Policy level scoring
Identify network and gaps in distribution
Drive engagement with customers
Increased conversions
Improve Net Promoter Score (NPS)
Intelligent segmentation
Sentiment and Risk analytics
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Zensar’s Customer Engagement Platform
Social
Command
Centre
Operational
Data Marts
Helpdesk
Data
End User
Experience
Management
Segmentation
Net Promoter
Score
Engagement
Profiling Householding
Promotion
Prediction
Retention
Persistency
Big data Pipeline

8. For more information please contact:
marcom@zensar.com | www.zensar.com
Corporate Headquarters: Pune, India
Global Offices: USA | UK | Europe | Africa |
Middle East | China | Singapore | Australia
Zensar Insurance
Zensar has established a mature Insurance practice with deep
functional knowledge as well as superior technology competency
to address the industry requirements. We are a trusted partner to
world's fortune 1000 global Insurance companies. Our domain
and business process knowledge is at the heart of our services
through which we have continuously delivered business value to
our customers and our long lasting relationships are a testimony
to that.
In addition to the core industry services, Zensar's solutions for
Insurers include SME led modernisation framework, predictive
analytics for claims fraud detection, beyond social listening and
reinsurance management.
Zensar Technologies
Zensar is a leading software and infrastructure services and solutions provider with industry expertise across
Manufacturing, Retail, Insurance, Utilities, Banking, Financial Services and Government. The company delivers
comprehensive services for mission-critical applications, enterprise applications, business intelligence and analytics,
testing, business process management, e-commerce and digital enterprise services. Using its multi-shore capabilities,
Zensar combines expert consulting, integration and support services with world-class customer service to help
organisations attain significant business outcomes. Zensar has 8000+ associates with operations across US, Mexico, UK,
Europe, Middle East, Africa, India and Asia Pacific.