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Single Customer Insight Case – Santalucía

Our insurance team was invited to IWT18 to present the Single Customer Insight case study, which has been developed in collaboration with Santalucía Seguros.

Nfq’s insurance team and Santalucia Seguros were invited to Informática World Tour 2018 to present the Single Customer Insight case study, which has been developed in collaboration with the aforementioned insurance company.

At this event, both Santalucia’s IT Client Manager Carlos García Morata, and Nfq’s Insurance Area Manager Luis Muñoz Martín, presented the project, which has positioned Santalucia as the pioneering brand in the Spanish insurance market, in terms of the design and development of intelligent data governance models through the design of its comprehensive multi-channel customer management system.

In his presentation, Carlos García Morata explained the insurance company’s strategic vision behind this new 360-degree Customer Insight  System, which is a medium and long-term digital transformation strategy that has the management and exploitation of customer data as one of its main pillars.

On the other hand, Luis Muñoz Martín, as Nfq’s manager responsible for clients in the insurance area, went over the phases tackled throughout the project, the design of  the solution on a technical level and the execution roadmap, all of which have enabled the firm to successfully implement vision on its client data management model.

In order to achieve this, a 100% online architecture was designed. Moreover, the necessary integration mechanisms together with the client unification rules and the prevalence rules that would guarantee customer information of the highest quality were built.

Some of the main achievements that make this project unique within the Spanish insurance market are: both its design and performance; the fact that is framed in a cutting-edge data governance model that works on three different levels, i.e. strategic, tactical and operational; and the creation of new roles within the organization like the Data Steward position, associated to the Clients & Marketing area, and the CDO position, on a corporate level.

The importance and the scope of this project in the insurance market can be demonstrated by looking at some of its most significant data.

  • 15-month-long project.
  • 60 people and 10 work teams participated in the development of this system
  • 7.209.956 unique clients have been consolidated, for which it has been necessary to process more than records.
This project has made a unique and centralized overview of the client available to every department and distribution channel in real time. All of this has been made possible through an innovative governance and client data securitization model.

Santalucía Seguros’ IT Client Manager Carlos García Morata, concluded his presentation by affirming that the Single Customer Insight project marks the starting point for Santalucia Seguros towards the improvement of personalized services and the development of new products customized to the customers’ needs.

For more information about the Single Customer Insight project, the concept of Data Governance or other innovation projects within the insurance industry, please contact our specialized Insurance Business Area.

Insurance Business Area

+34 917 814 584 |


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