ČSOB Pojišt'ovna data consultations
ČSOB Pojišt'ovna is an important part of the KBC Group in the Czech Republic. It specialises in providing a wide range of insurance products and services aimed at ensuring long-term and reliable customer relationships.
Increasing client loyalty through data analytics
ČSOB Pojišt'ovna was looking for a partner to create a data-driven approach and to solve not only customer retention using modern technologies. Lundegaard's data consultations helped to identify key "business events" to anchor the main, newly created digital retention scenarios.
These scenarios were subsequently internalized for development within the platform team for communication with clients of ČSOB pojišt'ovna.
Data consultation
Evaluation of the system environment in terms of data handling and design of the transformation goal.
Designing an event-driven approach
Definition of a pilot "event-driven use case" focused on customer retention.
Optimising customer journeys
Redesign of the customer journey portal using Customer Journey Mapping.
Data consultation
We evaluated the current system environment of ČSOB Pojišt'ovna from the perspective of working with data and identified key areas for improvement.
Based on the analysis, we proposed a strategy for building an Event-Driven approach, which included the introduction of technology for data streaming and efficient data management.
The goal was to enable better understanding of customer behavior and targeting their specific needs.
We designed a set of user scenarios that reflect specific opportunities to improve customer retention. This consultation laid the groundwork for long-term data process development and enabled the client to begin using data as a key tool for strategic decisions.
Designing an event-driven approach
We defined a pilot "event-driven use case", which focused on identifying key events with an impact on customer retention. This use case was chosen to be sufficiently isolated and solvable with minimal impact on existing systems and infrastructure. The identification of a specific event enabled the creation of a scenario that can respond quickly to changes in customer behaviour.
Thanks to this approach, ČSOB Pojišt'ovna is now able to process relevant data in real time and use it for personalized communication with customers.
The result is increased process efficiency and a foundation for scaling the event-driven approach across other areas.
Optimising customer journeys
We conducted a detailed Customer Journey Mapping to identify weak points in the customer experience on the ČSOB Pojišt'ovna portal.
Based on these findings, we proposed a redesign of key customer journeys that focuses on simplifying and making interactions clearer. The goal was not only to increase customer satisfaction, but also to reduce churn through a more intuitive and friendly user experience.
Improving the customer journey allows clients to use the services offered more easily and increases the likelihood of repeat usage. This step has had a visible impact on the customer experience and has strengthened the client relationship with ČSOB Pojišt'ovna.
Technology
Primarily, the Hypothesis-Driven Consulting methodology was used to help us define a series of hypotheses, which we then tested together with data analysts. Secondarily, we used the Design Thinking methodology.
In terms of technology, we proposed to use the current integration and MQ layer or gradually replace it with Apache Kafka /Confluent event driven platforms.
"I encountered a proactive and open approach."
"According to the positive feedback we can say that I have to evaluate the result and cooperation only positively. Although we have only passed the first phase, I can already say that this is a beneficial cooperation with a strong partner on whom we can rely. Now we just have to roll up our sleeves and get on with the implementation and if the cooperation is at least on the same level as before, I look forward to the continuation, because in the course of the activity so far I have only encountered a proactive and open approach and great people from Lundegaard who are in the right place. We definitely need to thank everyone who has been involved in our activity so far."
Jiří Bucek,
Business Architect ČSOB Pojišťovna
Let's create something great together
We'd love to meet you in person, but if you just can't make it, let's have an online call to discuss how we can help.