Singlife Accelerates Digital Transformation with Qlik's AI-Powered Analytics, Enhancing Speed of Digital Claims Process

Singlife, a leading homegrown financial services company in Singapore, today announces that it has partnered with Qlik® to enhance its digital agility and analytics capabilities. This collaboration aims to improve customer service and deliver value-driven digital financial services.

Through Qlik's cloud data integration and visualisation capabilities, Singlife employees gain access to 360° real-time customer insights, including claim processes and call centre service inquiries. These insights empower employees to make informed decisions, reduce friction, and elevate the customer experience for over one million customers across Singapore and Southeast Asia. As a result, the claims process has been streamlined, leading to enhanced efficiency and a 35% reduction in data analysis costs.

In line with its cloud-first strategy, Singlife is moving its business analytics infrastructure to the cloud in 2024. This move will further enhance its digital capabilities and make it one of the first few financial services companies in the ASEAN region to fully migrate its business intelligence (BI) solutions to the cloud.

Qlik Cloud provides Singlife with AI-powered data integration and analytics solutions that deliver analytics-infused customer and employee insights. These holistic solutions scale on-demand to unlock immediate value and actions, such as claim resolutions and new service delivery.

To support its digital transformation journey, Singlife has developed over 300 BI applications, including customer- and internal-facing apps, from multiple internal data sources. These applications utilise Qlik Sense to tackle complex analytics challenges. With Qlik Sense, Singlife can create, share, and distribute dashboards to empower customer service agents to make sharper, data-driven decisions. For instance, employees can easily filter and segment customer insights to provide timely advice on insurance coverage, enhancing the end-to-end customer journey. In addition to this, Singlife is using Qlik Application Automation to automate reporting functions and further back-end tasks to help trigger informed actions from employees.

Singlife will also utilise Qlik's Singapore cloud region to store and deploy data for analytics locally at scale, ensuring optimal operational performance and data compliance while achieving cost savings.

"Data is crucial for making informed decisions, and Qlik is helping Singlife make better decisions faster to improve our customer care while driving costs down," said Richard Vargo, Group Head of Products, Propositions and Transformation, Singlife.

"Running data analytics using Qlik and the cloud provides us with new customer insights faster and the cost efficiency we need, which is essential for an agile business like ours," he added. "We are excited about exploring Qlik's machine learning solutions to make predictions and plan decisions even faster and more accurately in the future."

"The insurance industry in Singapore is rapidly evolving to better serve customers on digital channels, and Singlife is leading the way using cloud technologies to deliver innovative new services," said Geoff Thomas, Senior Vice President, Qlik Asia Pacific and Japan for Qlik.

"Singlife is setting an inspiring example in Singapore's insurance and financial services industry, demonstrating how cloud technology can revolutionise customer service, reduce costs, and fuel innovation," he continued. "Singlife's success underscores the incredible potential of harnessing data in the cloud with Qlik."

^{1 Platform workers refer to individuals who use online matching platforms that connect them with customers or clients to earn income, often on a freelance or independent contractor basis. They usually include delivery workers, ride-hailing drivers and taxi drivers, amongst others.}

^{2 Conducted in December 2022 and January 2023, Singlife’s Financial Freedom Index study surveyed 3,000 Singaporeans and Permanent Residents between the ages of 18 and 65. The study was launched in August 2023.}

^{3 Singapore FinTech Festival 2023 takes place from 15 to 17 November 2023.}