Several mergers and acquisitions over the past decade resulted in data chaos for UNUM Group. This chaos highlighted the need for a single view of the business and accurate data analysis, and UNUM chose Teradata.
Since its implementation, UNUM’s enterprise data warehouse has not only centralized the company’s data for a single view of the business, but also supports applications such as the Call Center Initiative, which uses voice-response units to turn customer questions into data warehouse queries, and a web portal that lets customers check claim status online. Benefits include:
- Standardized management reporting and key performance indicators
- Improved capital allocation: Daily policy and claim valuation provides more detailed and accurate reserve forecasts.
- Improved customer service: Customer calls handled within target response times increased from 60% to 95%.
- Improved labor efficiency: Faster call routing and simple query automation allowed 30 call center representatives to be reassigned to higher-value tasks.
