Business Issue

Improve the prediction about the number of calls and claims in order to improve the service to customers, save operational costs and increase customer satisfaction.

Approach and solution

Working closely with management, product managers, data engineers, call agents and claim handlers throughout the company to generate and gather the relevant internal and external data. The internal data was especially enriched with external weather data.

Performing advanced data analytics to create new insights and/or develop predictive models. Translating these new insights into practical recommendations for the performance improvement of the processes and interventions

Benefits

A much larger percentage of calls can now be handled immediately and the number of call-back requests has been drastically reduced. This ensured an improved planning of the desired staffing, and considerable cost savings. In addition, customer satisfaction was also increased through better accessibility and faster handling.