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Sham, a mutual insurance company specializing in insurance and risk management for the health care, social work and medical-social fields (institutions, organizations and professionals, corporations and natural persons), is the number one Civil Medical Liability Insurer in France. Founded in 1927, Sham has also developed expertise in risk management and performance management consulting and services through its Neeria brand. The company achieved sales of 306.3 million euros in 2015 and has 350 employees.

Core insurance business and risk management dataData management, analysis and use are currently an insurance company’s weapons of choice in the current age of digital transformation. An insurance company’s ability to create new products, establish an optimal pricing scale, cover risks (and properly manage them when they occur), as well as to offer top service quality depends on its ability to analyze increasingly large data volumes.

“Data are crucial for us. Our technical teams use them all the time,” Raphaël Guichard, head of the Decision-Making and Flow Department at Sham, explains. “While we use them to optimize our activities (management, development and customer knowledge), we also publish a wide range of medical studies such as the ‘Panorama du risque en Etablissement de santé [Risk Spectrum in Health Care Institutions],’ which makes a major contribution to the sector in preventing risks.”

Using these data not only calls for in-depth business knowledge, it also demands a robust

technological infrastructure. In 2011, Sham implemented a new decision-making architecture for which it chose Talend Data Integration to unify its data and application integration processes. Sham’s goal was to better manage its business, consisting of finance, management control and sales. The company also initiated a program designed to help business experts develop business algorithms fed by data from multiple applications autonomously in graphic mode in order to expand the dimensions of the analysis.

More recently, Sham deployed Talend Data Services/ESB. They implemented an applications bus to synchronize their applications (especially CRM and production) in real time. This new project allowed the insurer to develop a customer portal that Sham’s insurance customers can use to consult information on their contracts and coverage and even submit a claim online. Thanks to Talend ESB, which handles data synchronization, Sham regularly exchanges information with its partners to enhance its customer overview.

Why Talend?Having experienced Talend’s technologies up close and personal during its initial data integration projects, Sham decided to capitalize on its experience to implement its application bus: “Talend’s technology is characterized by how effective and easy to get the hang of it is, even for business users, and how simple it is to deploy. Supervising data exchanges is also simple and performs at a high level.”

“Now our data are more precise, more accurate, more correct and of better quality; for instance, we manage duplicates much better now.

Tracking insurance contracts and reporting claims in real time

“Medical data are confidential and personal. We have to insure the risk in order to properly set prices and reimbursements. With Talend and our customer portal, we are creating new services for health care establishments.

CA S E S T U DY

INDUSTRY

• Financial Services - Insurance

INFORMATION• HQ: France

• 200-400 employees

USE CASE• Activity Management & Customer Service

CHALLENGE• Core insurance business and risk management data

TALEND PRODUCT USED• Talend Data Services/ESB

PARTNER• Keyrus

RESULTS

• 10,000 customers

• 500,000 claims and 40,000 under way

• Number of online insurance claims: 9,000, or 40% of all claims recorded

”Raphaël Guichard, Decision-Making and Flow Department, Sham

The fact that our users now fill in their own insurance claim forms online is another factor in this efficiency gain,” Guichard adds.

Why Keyrus?Keyrus assisted Sham at various stages of their project. Among other things, this service company helped Sham to define the architecture and install the Talend Data Services Platform (with Talend ESB as a major component) as well as with the initial developments. It also organized training cycles and the implementation of good development and use practices.

Quality of insured customer data and health care institution satisfactionIn addition to the enhanced data quality, Sham points out various benefits that have been afforded by the implementation of the customer portal: “In this digital age, we know all too well that customer relationships are the crux of it all. Bringing us new services such as the online claim submission has a significant impact on the operating performance of Sham’s teams. What’s more, data exchanges with our partners is further strengthening our knowledge of our customers so we can better meet their needs,” Guichard continues. “Even beyond this customer relationship challenge, how well we handle data analysis helps us get a better overview of the risks we cover. Not only are we better able to measure them for more accurate pricing, we’re also able to better manage them when an event occurs.”

Sham is also of the opinion that Talend offers a good level of security: “The data we’re using are critical on a number of levels. First, we have to guarantee data confidentiality since these are personal data. We’re dealing with human beings, and that deserves our attention at all times. Second, our analyses are at the basis of our competitive advantage. That means they are strategic. Given the scandals that hit the health care industry recently (Mediator, Distilbène, contaminated blood, etc.), data analysis allows us to detect certain trends and be proactive rather than reactive,” he says.

User feedback on Sham’s customer portal is very positive overall: “We implemented the portal in stages, first for major health care institutions and we’re now deploying it for all of our customers.” Their feedback is positive: our insurance customers are able to access their data more quickly, giving them an overview of their risk coverage and saving time. Not only do they file more claims online but they manage their subscriptions more easily in their customer area,” he goes on.

“Talend Data Services enabled us to make our customers’ data easier to manage while meeting our teams’ integration needs in real time. Flow monitoring helps us to detect any error before it can have an impact on production,” Guichard concludes. “Not only does Talend’s solution allow us to optimize how we manage our business, but it’s now helping us to better analyze our customers’ needs and develop new offers. This is a two-fold return on our investment, both internally with the optimization of our business and externally with improved customer satisfaction.”

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