Insurer Lifts Renewal Rate 18 Points with Unified Policyholder 360
Unifying fragmented customer data into a single Customer 360 platform on Microsoft Fabric, powering predictive retention and personalized offers.
Project Overview
The Challenge
Customer data was fragmented across five core systems, making it impossible to build a unified view or predict renewal risk.
- 1Customer data fragmented across motor, health, life, and travel systems
- 2No way to identify customers at risk of non-renewal before they churned
- 3Generic retention offers with poor conversion economics
Our Solution
CloudGate unified all policyholder data on Microsoft Fabric and built predictive churn models with personalized retention journeys.
- Unified policyholder data model on OneLake with full data lineage
- Predictive churn scoring with explainability via Dynamics 365 Customer Insights
- Automated personalized renewal journeys orchestrated in Power Automate
The Results
- Reactivated 30,000 lapsed customers in the first year
Technologies Used
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