Transcript Slide 1

IBM Infosphere Conference
Noel Garry
12 November 2008
Irish Life & Permanent
– Result of a number of mergers & acquisitions
– The Group has over 1 million customers
Irish Life
– Largest life assurance company in Ireland
– Market leader in the provision of life, pension and
investment products
– Distribute through bancassurance, direct business,
independent brokers, tied agents, institutions
Permanent TSB
– Leading retail mortgage provider in Ireland
– Full range of personal banking services
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Typical Post-Merger Situation
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Multiple non-integrated systems
Multiple client files
Lots of duplicate clients
Business keen to see merger benefits
Organisations look to IT for solutions
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Corporate Structure
• Separate business units for
Life & Banking
• Separate brands
• Separate Head Offices
• Separate CEOs &
Management teams
• Separate products
Irish Life
Irish Life
&
Permanent
Permanent
TSB
Group
Functions
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Group CEO Vision
• Focus exclusively on the Irish
market
• More “joined-up” approach
• 3 core values
– Team of Winners
– Relentless pursuit of customer
satisfaction
– Great Place to Work
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Project Brief
“Do Something about Client”
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Strategic development
Big player in a small market
Cross-selling needed for growth
Led from the top of the organisation
Many stakeholders
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Data overlap
Client
Data
Client
Data
Account
Data
Policy
Data
Agent
Data
Bank data
Agent
Data
Life data
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Client Data
Customer
Hub
Life
Admin
System
Bank
Mortgage
System
Bank
Customer
System
Life
Sales & Mkt
System
Bank
Accounting
System
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Real Time Synchronisation
Life
BankID:
ID:1111111
545454
Old:
12345
Old:
12345
New:
54321
New:
54321
Client
Hub
Sales ID: 77777
Old:
12345
New:
54321
Life
Sales
Bank
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Changes Required to Source
Systems
1. Initial feed of data to Hub
2. Feed of customer additions/amendments to the
Hub
3. Acceptance & application of amendments from
the Hub
4. Acceptance & application of merges from the
Hub
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Client Data
Life
Bank
Paddy Smith
1 Main Rd
Arkloe
Wicklow
Mary Kenny
12 The Willows
Gory
Wexford
Jim OKelly
1 Lee Ave
Dunchocklin
Dublin
Jimmy O’Kelly,
1 Lee Ave,
Dunshocklin
Meath
James O Kelly,
1 Lee Avenue,
Dunshaughlan
Dublin
Linda Crowe
2 Patrick St
Cork
Patrick Smith
1 Main Road
Arklow
Co Wicklow
Mary Kenny
12 The Willows
Gorey
Co Wexford
James OKelly
1 Lee Avenue
Dunshaughlin
Co Meath
James OKelly
1 Lee Avenue
Dunshaughlin
Co Meath
James OKelly
1 Lee Avenue
Dunshaughlin
Co Meath
Linda Crowe
2 Patrick Street
Cork
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Data Cleansing & Enhancement
Forename Surname Addr1
Addr2
Addr3
Paddy
O Kelly
75 The Pine Rd,
Clontarf,
Dublin 3
Padraig
OKelly
75 The Pine Road Clontarf
Pat
O’Kelly
Patrick
O Kelly,
75 The Pine Rd,
Whacker
OKelly,
75 The Pine Rd
Clontarf
Patsie
O Kelly
75 The Pine Road Clontarf
Co Kildare
Dublin 3
75 The Pine Rd Clontarf
Forename Surname Addr1
Addr4
Dublin 3
Clontarf
Addr2
Addr3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Patrick
OKelly
75 The Pine Road Clontarf
Dublin 3
Dublin 5
Addr4
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Small Number of Attributes
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Name
Address
Gender
Date of Birth
Basic contact details
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Home phone
Work phone
Mobile phone
Email address
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Business Issue Examples
Format
How will different address formats map to a consistent structure?
Truncation
Different lengths of email address may result in truncation
Authentication What are the authentication rules for changes to Date of Birth?
Processes
Will changes to phone numbers be accepted over the phone?
Data meaning
What does each system mean by Client Status?
Visibility
Can an agent see the business sold by another agent?
Survivorship
What happens if each system has a different phone number?
Merge rules
What level of automatic merging is acceptable?
Triggers
What is triggered if we update the Date of Death?
Sharing data
Should the Direct Mail consent be held at a Group level?
Risk exposure Is there an equal level of risk exposure if client details are changed?
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Progress to-date
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Client Hub Infrastructure implemented
Life data fully synchronised
Bank data fully synchronised
Names and addresses standardised
400,000 Life duplicates merged
– Based on standardised name & address, DOB, gender
• Bank merge process has commenced
• Cross updating for merged clients in production
• Ready to begin Life-Bank merges
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Benefits
To-date
• Improved customer experience
• More efficient customer service
• Reduced compliance risk
Coming soon….
• Even better Group customer experience
• Inter-group customer service efficiency
• Easier identification of cross-selling opportunities
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Separate Websites
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Predictive Analytics
LIFE
Pat Kelly
35 Cork Pension
Paddy Kelly
35 Cork Life Cover
ANALYTICS
BANK
Padraig Kelly
35 Cork Curr A/C
Patrick Kelly
35 Cork Credit Card
Paddy Kelly
35 Cork Mortgage
Examine the total portfolio for an individual
Identify purchasing trends
Identify opportunities for cross selling
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What is our Information Agenda?
• Movement from Policy & Account focus to Customer focus
• Does “Single View of Client” mean the same thing to
everybody?
• Future opportunities…..
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Single website
Total portfolio analysis
Customer opportunities identification
Product discounting
Customer segmentation
Combined call centre
Service improvements
Improved compliance
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Questions