Theo Vd Steen - Added Value with CDI for Swiss Life and its customers - Data Quality Summit 2008

‘ Added value with CDI for Swiss Life and its customers ’

Zwitserleven (Pre-Merger SNS-Reaal) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Dutch Pension Market is changing rapidly ! ,[object Object],[object Object],[object Object],[object Object]

A new target audience for Customer Service Communication ? Zwitserleven Fee Agent / Broker Employee Employer Zwitserleven Good Old Days New Era Fee Agent / Broker Employee Employer

So in 2006 we started a journey to be prepared

Towards a single view ! Home Address: 's Gravelandseweg 25, Den Haag GBA Address: Hoofdlaan 28, Den Haag Unique Customer: Dhr. R. Jansen; Tax number: 12345678; Born: 8 February 1956 One view to our customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Family: Family Jansen Spouse: T.Jansen 2 Children ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Towards a modern process based architecture (SOA-principles) Sales Sales Service Service ERP ERP Legacy Legacy Data Integration Centralized Business Logic Process Integration

But hum; What was our starting reality ! ,[object Object],[object Object],[object Object],[object Object],[object Object]

So we needed a phased approach ! ,[object Object],[object Object],[object Object],Level of centralization ,[object Object],[object Object],[object Object],Time Data consolidation Data harmonisation Centralized Data Management ,[object Object],[object Object],+ +

Which resulted in the following starting customer maintenance process Change Customer Details and contractdata in CRM system Validate and Identify Customer Details Extract, transform and route NAW + contract data Manual Checks Customer Due Diligence / List matching Insertion from Source or Channel LRD – GBA Check Validate Name Address Identifiy Customer CDD / Listmatching Insert/change Customer Master Change Cross Reference Merge Customer Manual Check CDD Manual Check Merge Manual Check validation Manual Check Identification

What were the results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What are interesting topics to consider ! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Theo Vd Steen - Added Value with CDI for Swiss Life and its customers - Data Quality Summit 2008

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Theo Vd Steen - Added Value with CDI for Swiss Life and its customers - Data Quality Summit 2008