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MetLife Wall – Customer Focus by leveraging Big Data

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In Action Summary

376Technology_RiskUnderwriting

MetLife’s Wall consolidates and simplifies the presentation of data leading to increased opportunity of cross sell and up sell

MetLife, a U.S.-based life insurer, launched MetLife Wall in 2013, a Facebook-like app that aims to speed up interactions between service agents and customers to extend customer centricity. MetLife’s CEO, Steven A. Kandarian, identifies customer centricity as one of the core strategies of the company. The MetLife Wall directly supports this goal, as it enables the insurer’s service representatives to better serve customers through an enhanced understanding of the policyholder/prospect/agent.

MetLife takes personalisation to a new level with MetLife Wall as it puts all related and linked customer information into a single Facebook-style historical record. The application provides a single screen with all the necessary information to quickly and easily serve MetLife clients.

The MetLife Wall provides a 360-degree view of a customer’s policy, cutting across lines of business while consolidating and simplifying the presentation of data. The interface keeps a record of all the past interactions each customer may have had with MetLife across all its omni-channel touch points, such as the call centre, in-person interactions with agents, as well as claims and policy updates. Since the software platform provides a complete timeline of customers’ transactions – claims, records, status, etc., it also enables MetLife’s agents to quickly retrieve and cross-sell solutions.

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