Self-service BI and analytics is rightfully seen as key to bridging the gap between analysts and IT and business users. The latter know what they need to perform better so self-service BI delivered from a scalable and secure platform that IT trust is the answer. IT deliver "stock" managed reporting from an analytics platform and add self-service BI , dashboards and reporting.
Paul Stanley describes the same principle for insurance company customers. If they can help speed up claims processing by themselves filling in web-forms, adding photos images and video they can gives the data for specialists in the insurance company to make quicker, data-driven decisions.
It's a win:win relationship.
The double-whammy is to combine the two; a platform that
- transforms and digitises insurance claims processing embracing customer self-service
- that crowd sources the tradespeople, contractors and companies to replace and repair bona fide claims
- with embedded analytics and BI that combines stock reporting with self-service BI.
This model works today with insurance and is about to be deployed in similar service sectors.
- Facilities management
- Planned and preventative maintenance
- Social housing
- Outsourced services like cleaning
- Healthcare
- The list goes on and on....
To manage customer expectations and maintain a viable business, customer self-service is the answer. It’s always on and always responsive. Our expectation is for transactions to be handled digitally and we’re frustrated when they are not. We inhabit the age of shrinking company lifespans – where in traditional times they might have survived 65 years - today this figure is around 15 years. It’s no wonder that traditional bricks and mortar companies have been superseded by rival online companies - the bookshop versus Amazon. Insurers have a lot to do to provide a totally digital service that’s responsive online, as per the retail sector. I think Belleghem is right when he predicts that digitising your company, while retaining a human touch, in whatever way is appropriate to win hearts and minds, is the way to stay in business.
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