CARY, N.C., Nov. 30, 2018 /PRNewswire/ -- After a car
accident or storm damage to your small business, the last thing you
want is a slow response from your insurance company. Thanks to
SAS®, customers of KB Insurance in Korea experience
quicker and efficient service with their claims and questions.
With the help of the SAS Platform and its SAS®
Viya® products, insurance companies can deliver quick,
accurate and reliable analytical insights for their businesses and
their own customers.
Other users of SAS Viya include Highmark Health, one of the US'
largest integrated delivery systems, serving more than 4.5 million
customers across the mid-Atlantic region; and Stuttgarter
Lebensversicherung, a German insurance provider offering private
and corporate services. These join other SAS Viya customers already
seeing success including Institute for Veterans and Military
Families, an organization at Syracuse
University that supports the often-challenging transition to
civilian life for more than 200,000 military service members each
year; and Dutch sports analytics firm SciSports.
KB Insurance reshapes the customer experience with SAS
Viya
KB Insurance is one of Korea's largest consumer
and commercial insurance providers, helping customers resolve
stressful situations. A subsidiary of KB Financial Group
(NYSE: KB), Korea's leading financial institution, the insurer
offers policies for auto, health, property and
business. It serves more than 6 million people.
When a customer needs to make a claim, KB
Insurance offers both online,
phone and in-person options to make the process
easier. However, the company found bottlenecks
at its customer
centers, harming the customer experience
and increasing employee workload. KB Insurance
turned to SAS for an analytical solution with speed and
scale.
Using SAS Viya, KB Insurance analyzed customer characteristics
and the overall workload at its 86
customer centers over 15 months. Patterns quickly emerged.
For example, the data analysis showed
that customer center employees handled 40 percent of in-person
claims at the end of each month, and about half of overall
customer interactions occurred during the latter portion of the
workday.
The company then completed a clustering analysis with
SAS Viya to assess priorities for the
centers and suggest optimal staffing
and project assignments. The goal was to improve
customer satisfaction with the claims process by reducing or
reassigning employee workload
based on factors such
as customer demand (how crowded each center
got) and customer value (how quickly claims and questions
were handled).
"Tackling this problem would not have been feasible without the
speed and scalability of SAS Viya," said JaeWon Seo, Data
Analytics Manager at KB Insurance. "As we implement the
projects within each group of customer centers, we're able to
better support the staff and improve the customer's claim
experience."
SAS Viya provides a single, consolidated and cohesive
environment for large-scale data manipulation, exploration,
advanced analytics and artificial intelligence (AI). It provides
companies such as KB Insurance with quick, accurate and reliable
analytical insights. SAS also adds a layer of transparency and
interpretability into AI-generated decisions, opening the black box
of AI for data scientists and business users alike.
Learn about how SAS helps the insurance industry maximize data,
detect fraud and more.
About SAS
SAS is the leader in analytics. Through innovative software and
services, SAS empowers and inspires customers around the world to
transform data into intelligence. SAS gives you THE POWER TO
KNOW®.
SAS and all other SAS Institute Inc. product or service names
are registered trademarks or trademarks of SAS Institute Inc. in
the USA and other countries. ®
indicates USA registration. Other
brand and product names are trademarks of their respective
companies. Copyright © 2018 SAS Institute Inc. All rights
reserved.
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SOURCE SAS