Cost efficiency is vital to Statens pensjonskasse (SPK) and a high degree of self-service an important mechansism to achieve that. But, pension schemes are complex in nature, making people uneasy and administrations confused. At the same time SPK are in the midst of implementing a new public pension scheme, as part of the pension reform. How do you make customers more self-serviced in this situation?
Customer segmentation based on behaviour data is the quickest way to identify business potential. By quantifying and capturing real behaviour data, old truths and hypotheses can easily be rejected or confirmed. Patterns of past behaviour provides the most reliable way of predicting future behaviour. Behaviour data enables identification of segments for which a behaviour change will have the greatest business impact.
SPK provides pensions, insurance and mortgage loans to employees in the government sector, educational sector and public institutions. SPK manage pension funds for 1300 public institutions and more than 1 million employees.
What is the actual customer behaviour and why do the customers do what they do? In order to change their behaviour, current behaviour must be mapped, the underlying causes understood, as well as the drivers for and the barriers against self-service.
Traditional segmentation models, based on demographic variables and product subscriptions did not provide the right clues. We wanted to challenge old truths about the segments by adding behaviour data to the mix. Hence, we defined and quantified key behaviour, such as degree of self-service, channel preference and levels of engagement, by extracting data from SPK's business systems.
A cluster analysis on these data provided new insights and a completely new segmentation model, enabling us to pin-point high potential segments, such as segments high on engagement, but low on self-service. Through qualititive reseach and analysis, we deep-dived into their drivers and barriers.
All this enabled us to be accurate and specific when defining the measures and list of actions for execution. We developed new service concepts, tailored to each new segment, which addressed their particular needs and SPK's internal efficiency.
Sarah Fjeld Oueslati, Lead Data & Behaviour Scientist, Mindshift
UNIT’s mission is to serve as an innovative driver of digitalisation within higher education and research. UNIT develops and manages a joint IT architecture for standardisation of processes, of data and technical interfaces across the sector. Mindshift designed the target architecture for co-ordinated systems and integration services, including principles for system modernisation, a new platform for API development and coaching of UNIT’s developers, to improve efficiency of design and implementation of new services.
Citizens struggle finding planning documentation relevant to their own property. When they do, they are difficult to interpret and do not provide straightforward answers to their questions – typically, can I build what I have in mind? Mindshift executed a pilot project on behalf of DiBk, in co-operation with three local municipalities, in which heavily used planning documents were presented on the muncipalities’ websites. The presentations provided simplified texts and visuals that enabled citizens to get their questions answered quickly and reducing traffic to the call centres.
Direktoratet for Byggkvalitet
Mindshift defined the solution architecture for If’s new business system serving all insurance products within the commercial sector in the Nordics, including integrations to customer relation management, call centre, claims and payment systems, enabling If to roll out new products faster, lower system maintenance costs and innovate at a faster pace.
In the shipping industry, data capturing, data analytics and eventually data-driven decision making has become vital to stay competitive. But how do you transform the organization to master these skills?
Mindshift established a new data platform for Statped based on Microsoft Azure. Mindshift also developed a set of reports in Power BI for case management and follow-up, statistics on usage of Statped’s services and tracking of KPI performance related to goals, as stated in the government allocation letter. The reports were designed in close co-operation between our data engineers and behaviour scientists to ensure usability, user adoption and required actions by the users.
Skogdata sources and structures data across the value chain from forest owner to the wood processing industry and use advanced analytics to provide decision support to all parties in the value chain. Mindshift designed and implemented a modern data warehouse, including all required integrations, based on the Azure technology and adapted to Skogdata’s maturity and competence level.
Ambitious business manager with a complex issues to solve? Potential colleague who enjoy challenging old habits? Let's talk!