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Data Analytics and Business Intelligence Outsourced

Insurance Outsourcing for Data Analytics and Business Intelligence with Tableau

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Contract Details

  • Client: TrueShield Insurance (mid-market, 310 employees, $195M revenue, Charlotte, NC)

    • A regional insurance provider offering auto, home, and health insurance, aiming to enhance underwriting accuracy, customer segmentation, and claims processing through data analytics and BI.

  • Outsourcing Provider: Master1Tech, Lahore, Pakistan

    • A Lahore-based IT outsourcing firm with expertise in data analytics, BI, insurance ERP solutions, and full-stack development.

  • Contract Value: $550K over 18 months (September 2024–February 2026)

    • Reflects a T&M model, with billing based on hours worked and resources used, aligned with Horizon Insurance ($545K) and SunGrid ($535K), adjusted for Tableau-based BI complexity.

  • Start Date: September 1, 2024

  • End Date: February 28, 2026, with an option for a 1-year extension based on performance and client needs.

  • Scope: Develop, integrate, maintain, and troubleshoot data analytics and BI solutions, including APIs and middleware, for Infor CloudSuite Financials (for financials and claims management), Salesforce Insurance Cloud (for customer and policy management), and Tableau (for advanced analytics and reporting). Provide training for 210 insurance staff on analytics tools and system usage.

  • Service Level Agreements (SLAs):

    • 99.7% system uptime to ensure reliable access to analytics and financial systems.

    • 95% resolution of analytics and API issues within 4 hours, reflecting insurance’s urgency for claims and customer data.

    • Training for 210 employees within 4 months, with 91% proficiency in system and BI tools.

  • Compliance:

    • NAIC Model Laws (National Association of Insurance Commissioners) for insurance data security.

    • SOC 2 Type II for data integrity and security.

    • CCPA (California Consumer Privacy Act) for customer data privacy.

  • Governance:

    • Bi-weekly reviews via Microsoft Teams, with project tracking in Jira and Confluence for documentation.

    • Monthly compliance audits to ensure NAIC, SOC 2, and CCPA adherence.

  • Budget Allocation:

    • Data Analytics and API Integration: $220K (40%)

    • Maintenance: $137.5K (25%)

    • Troubleshooting: $110K (20%)

    • Training: $55K (10%)

    • Infrastructure (portals, ticketing, cloud): $27.5K (5%)

Project Description

TrueShield Insurance outsourced the development and maintenance of data analytics and BI solutions to Master1Tech to enhance interoperability between Infor CloudSuite Financials (for financials and claims processing), Salesforce Insurance Cloud (for customer relationship and policy management), and Tableau (for advanced analytics and reporting). The project aimed to improve underwriting precision, enhance customer segmentation for targeted marketing, and streamline claims processing while ensuring compliance with insurance regulations. Key components included:

  • Data Analytics and API Integration: Developing secure APIs and Tableau dashboards to connect Infor CloudSuite, Salesforce, and Tableau, supporting 2,400 daily transactions (e.g., claims, policy renewals) with real-time analytics.

  • Maintenance: Regular updates to analytics pipelines, APIs, and middleware for performance and compliance.

  • Troubleshooting: Rapid resolution of connectivity, data sync, and reporting inaccuracies to maintain operational reliability.

  • Training: Educating 210 insurance staff (e.g., underwriters, marketing teams, IT staff) on BI dashboards and system functionalities. This project aligns with insurance outsourcing trends, leveraging BI for underwriting and customer insights, similar to Progressive’s use of Tableau and HCL’s Infor CloudSuite support for financial services.

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Tasks Involved

  1. Data Analytics and API Integration:

    • Developed RESTful APIs using Node.js and Infor OS to integrate Infor CloudSuite Financials with Salesforce Insurance Cloud and Tableau, enabling real-time data flow for 2,400 daily transactions (e.g., claims processing, customer segmentation).

    • Built Tableau dashboards using Tableau Desktop and Python (Pandas) to visualize underwriting risk scores, customer lifetime value, and claims cycle times, integrating with Infor CloudSuite for financial data.

    • Utilized MuleSoft for middleware orchestration, ensuring secure data exchange, similar to Horizon Insurance’s Power BI integration.

    • Configured AWS Redshift for data warehousing and ETL (Extract, Transform, Load) processes, feeding Tableau with aggregated insurance data.

  2. Maintenance:

    • Updated analytics pipelines, API endpoints, and middleware configurations using AWS API Gateway and Infor Mongoose, achieving 99.7% uptime, akin to Horizon Insurance’s AWS usage.

    • Refreshed Tableau datasets and calculations monthly, improving dashboard rendering speed by 12%.

    • Applied patches to Node.js APIs and MuleSoft workflows, ensuring NAIC compliance for data security.

  3. Troubleshooting:

    • Resolved API latency and data sync errors using Datadog for log analysis, reducing error rates by 14%, comparable to SunGrid’s Splunk usage.

    • Debugged PostgreSQL database inconsistencies in Infor CloudSuite and Salesforce, ensuring accurate claims and policy data.

    • Addressed Tableau visualization errors via ServiceNow ticketing, meeting the 4-hour SLA for 95% of cases.

  4. Training:

    • Delivered workshops for 210 insurance staff using Articulate 360 and Microsoft PowerPoint, covering Infor CloudSuite Financials (claims, financials), Salesforce dashboards, and Tableau analytics.

    • Created e-learning modules with Camtasia, achieving 91% proficiency in BI tools within 4 months.

    • Provided hands-on sessions for Tableau, enabling marketing teams to generate customer segmentation reports.

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IT Skills Required

  • Data Analytics: Python (Pandas, NumPy) for data processing; Tableau Desktop/Server for BI analytics; SQL for query optimization.

  • API Development: Node.js, Java for REST APIs; Infor OS, MuleSoft for integration.

  • Middleware: Infor Mongoose for custom extensions; AWS API Gateway for secure API management.

  • Programming: JavaScript for API scripting; Python (Flask) for automation tasks.

  • Database Management: PostgreSQL for Infor CloudSuite and Salesforce data; AWS Redshift for data warehousing.

  • Troubleshooting: Datadog for log analysis; AWS CloudWatch for performance monitoring.

  • Cloud Platforms: AWS (EC2, RDS, Redshift) for hosting and analytics.

  • Testing: Cypress for automated testing of web interfaces (e.g., BI dashboards).

  • Version Control: Git (GitLab) for code management and collaboration.

  • Ticketing Systems: ServiceNow for helpdesk and issue resolution.

  • Training Delivery: Articulate 360, Camtasia, PowerPoint for e-learning and workshops.

  • Front-End Development: React for creating user-friendly BI dashboards and insurance portals.

Contract Outcomes

  • Cost Savings: 18% reduction in IT operational costs through efficient analytics and automation, surpassing Horizon Insurance’s 17% savings.

  • Performance: Supported 2,400 daily transactions with 99.7% system uptime and 94% underwriting accuracy, ensuring reliable insurance operations.

  • Compliance: Achieved NAIC, SOC 2 Type II, and CCPA compliance, with zero audit violations, critical for insurance data security.

  • User Adoption: Trained 210 employees, with 91% proficiency in Infor CloudSuite, Salesforce, and Tableau tools, exceeding the SLA target.

  • Reliability: Resolved 95% of analytics and API issues within 4 hours, maintaining claims and customer data integrity.

  • Business Impact: Improved underwriting profitability by 10% through precise risk analytics and increased policy renewals by 13% with targeted customer segmentation.