FREQUENTLY OCCURRING PROBLEMS
The last years we keep on hearing about the same problems. All these problems are related to the – not – linking of client information that can be found in different files (= source systems).
DISPERSED CLIENT IMAGE
“How many policies does my client have? At which departments is he a customer? What is the total premium per year? Which communication have we had from the different departments with this client? Which damage claims does this client have? I have to look at different sources for this information.”
“It takes a lot of effort to make sure all reviews of terrorist lists, crime lists and damage fraudsters are correct. It takes too much effort to supply external sources with information like filled in Fatca forms.”
“I can’t do cross-selling because the needed information is not easy to unlock. Does everyone in my company now that a mortgage has been foreclosed and the pre-retirement of the client will start?
“It is useful and necessary but too time consuming to do this by hand and automated de-duplication is not possible because the information is not saved equally. In source 1 the insertion (Peter van der Burg) is saved separately, in source 2 the insertion is placed behind the last name, in source 3 the insertion is not saved.”
“Traditionally source systems were only used by the internal service. The internet didn’t exist when these systems were made. Sometimes the choice was made to connect the field service in phase 2, but phase 2 has never been started. Sometimes the systems are bought and don’t support access to internet very well.”
MY FILES ARE NOT LINKED
“Imagine a client is filing that he is going to move house. Submit these changes to system 1, then your files will be linked. If you have a list through which departments / systems this message has to go, your files are not linked.”