CUSTOMER STORY // AVIVA
Aviva Transforms Insurance Claims with Qlik Advanced Analytics
Aviva empowers operational teams with Qlik dashboards and data literacy to optimize service and claims outcomes.
4 weeks
To identify business impacts
Using Qlik, Aviva can now identify and assess the effects of key operational processes and amend them as needed.
12-week
Training supported
Aviva uses Qlik to actively manage training, tracking key metrics such as productivity and calls answered.
100%
Customer focus
With accurate insights, Aviva can now focus fully on its ‘customer, customer, customer’ service philosophy.
CHALLENGE
Putting customers first in times of crisis
Aviva’s claims department handles high-stress situations like flooded homes and car accidents. To deliver optimal customer service, the operation needs accurate, timely data on client behaviors and how they can change, from app usage to phone calls.
However, frontline business teams are not always technically literate. As a result, Aviva sought an intuitive tool that could clearly visualize complex information to ensure rapid, empathetic responses from its staff.
APPROACH
A culture of data literacy and collaboration
Aviva partnered with Qlik to deploy easy-to-use visualizations that don't require coding expertise. Alongside deploying technical dashboards, Aviva launched a massive data literacy campaign, running Qlik Clinics and gamified e-learning to upskill the entire claims operation.
Qlik now serves as a “reflective mirror” of the business, seamlessly tracking staff and supplier performance, and evolving customer preferences, while enabling Aviva to prepare for seasonal fluctuations and unexpected surges in claims.
RESULTS
Faster decisions lead to better outcomes
Aviva’s teams now make confident decisions backed by data. The use cases are broad and varied: by tracking weather patterns, Aviva can proactively staff its call centers before storms hit, while managers can track productivity to support staff through their 12-week training programs and on into careers at Aviva. Process changes are now evaluated in just four weeks, allowing rapid strategic pivots.
This end-to-end operational collaborative approach recently earned Aviva a Qlik Data Impact Award.
WHAT THIS MEANS FOR YOU
Empowering people with accessible data
Aviva demonstrates that successful business intelligence isn't just about advanced coding: it's about making data accessible to everyone, where and when they need it.
By prioritizing data literacy and leveraging Qlik's intuitive visualizations, organizations can empower non-technical staff to drive real operational change. Ultimately, Aviva demonstrates that investing in user-friendly data solutions translates directly into better, faster customer outcomes.
Roofs come off; trees fall on houses. They’re serious incidents. Qlik’s data helps us to ensure that we have call handlers ready to service customers.
