Case Study: Leading American Insurance Firm achieves 50% lower reporting costs with HCL's Social Analytics Solution

HCL’s Social Analytics Solution Helped A Leading American Insurance Firm To Lower Reporting Cost Across Business Lines By 50%

The customer, a leading American insurance firm (a Fortune 200 financial services company serving military personnel and select federal agencies), needed an enterprise Voice of the Customer (VoC) capability to gather, process and analyze feedback across mobile, web, email, call center, surveys and social channels and to manage large volumes of unstructured big data. HCL delivered its Social Analytics / Social Listening and Analytics Solution to establish social software standards and unify VoC across business lines.

HCL implemented foundation services to ingest and enrich internal and external content, integrated web, social and mobile analytics, created a collaborative process within the CIO’s office, and deployed a flexible social-content reporting environment with SME adoption. HCL’s solution cut reporting cost across lines of business by 50%, lowered operational costs by about 20%, established daily VoC reporting, increased up-sell/cross-sell by 5%, and delivered a self-service, scalable reporting model.