Sequis Life places data and analytics at the core of its business
3x increase in Tableau users over 12 months with more employees building data literacy skills and analyzing their own data
Time to create reports and dashboards has been reduced from days and weeks to just minutes
Fast and accurate reporting enabled by Tableau has helped to speed strategic decision making
Indonesia-based Sequis Life is part of the larger Sequis group of companies which also includes PT Asuransi Jiwa Sequis Financial and Sequis Asset Management. Sequis Life markets individual and group life and health insurance through agency channels and, together with the other Sequis businesses, it has 80 sales offices in 28 cities in Indonesia. The company also supports customers through seven customer service centres in Jakarta, Medan, Bandung, Surabaya, Denpasar, and Semarang.
Sequis Life is in the midst of a digital transformation with the goal to become the country’s leading life and health insurance company. Data and analytics play a key role in this transformation, and Sequis Life is using Tableau to combine and extract insights from its structured and unstructured data. The company is also building a data culture which will help employees to sharpen their data literacy skills and make sense of their own data.
“Data and analytics are now at the core of our business and helping us understand our customers’ needs and how we can serve them better,” said Budiman Rusly Djohari, Chief Data & Analytics Officer at Sequis Life.
As we enable more of our employees to understand their data, they will be able to make faster decisions, improve our business processes, and make a greater impact on our organization.
Unifying data for faster insights
Prior to adopting Tableau, Sequis Life’s data was siloed in different systems and had to be manually extracted and consolidated to create reports and dashboards. This process often took days or even weeks and was prone to human error, which made it difficult to trust the data.
“We have so much data in our systems, but we had to make a significant change in the way we access and explore that data to optimize the value from it. We chose to implement Tableau because many of us had used it previously and experienced the benefits already. Tableau is also very easy to work with, and when we showed it to the business, they were impressed with its visualization capabilities,” said Budiman.
To ease the adoption of Tableau, the Data and Analytics team worked with each department to create a simple dashboard based on a specific problem. They then showed them how to use that dashboard to explore and understand their data.
In the 12 months since this initial rollout, the number of Tableau users within the business has nearly tripled. The Data and Analytics team has also established governance processes to enable self-serve analytics without compromising security.
In addition, reports and dashboards, which previously took days or weeks to create, can now be completed or refreshed in just minutes.
“When a business user needs the latest data, they can just go to Tableau and click to refresh their dashboards. They are also empowered to design their own dashboards so that they can solve problems on their own,” said Budiman.
Budiman added that there is also greater trust in the data now with the removal of manual processes reducing human error.
Any mistake can have an impact on customer satisfaction, so it is important for business users to know that their data is accurate and reliable. Tableau has helped give them that peace of mind.
Leading with insight
Sequis Life uses Tableau to track and analyze a number of business activities, including agency sales performance, customer segmentation, claims processing, and key aspects of the customer journey. The data helps the business to understand performance challenges and identify opportunities to optimize resources and improve the customer experience.
During the pandemic, Sequis Life used Tableau to capture and respond to customer needs quickly. It designed a claims dashboard which provided a complete view of key parameters needed to speed up claim processing while also detecting any anomalies. There was also a dashboard to track the sales activity of agencies and ensure that they were on track to reach their targets.
With Tableau, we were able to easily build new dashboards and gather the information we needed to speed up our decision making and execute an effective response to the pandemic. This included a new cross-selling initiative where we were able to use our data to recommend the most suitable solutions to our customers.
Embedding a data culture
Budiman and his team are now continuing to build and champion a data culture. Training sessions are run once a quarter for those new to Tableau and data analytics. There’s also an advanced training course available to those who want to learn more.
Those who participate in the advanced training are tasked to solve a data challenge that will positively impact their department. They then go on to become a data champion themselves.
“What we are doing is building data literacy and bringing business users closer to their own data. They can then combine that data with their expertise to solve strategic problems,” said Budiman. “It is revolutionizing the way we work and will help bring competitive advantage in the current fast-moving market.”