Solutions & Case Studies

How We Work

At MDT Analytics, we follow a structured approach to help organisations successfully adopt data and AI solutions. Our process ensures that every project delivers measurable business value while remaining scalable, secure, and aligned with your strategic goals.

We begin by understanding your organisation’s data landscape, operational processes, and strategic objectives.

During this phase, we identify opportunities where data analytics and AI can deliver the greatest impact.

Key activities:

• Stakeholder workshops and requirements gathering
• Review of existing data platforms and infrastructure
• Identification of AI and analytics use cases
• Data maturity and governance assessment
• ROI estimation and opportunity prioritisation

Assess

Once opportunities are identified, we design a practical solution tailored to your organisation’s systems, processes, and objectives.

This phase focuses on defining the architecture, technologies, and workflows required to deliver the solution.

Key activities:

• Solution architecture and data platform design
• Data integration and pipeline planning
• AI model design and automation workflows
• Dashboard and analytics design
• Implementation roadmap and delivery plan

Design the Solution

We develop and deploy the data platform, analytics capabilities, or AI solutions defined during the design phase.

Our focus is on building scalable, production-ready systems that integrate seamlessly with your existing technology environment.

Key activities:

• Data warehouse implementation
• Data integration and pipeline development
• AI model development and deployment
• Dashboard and reporting implementation
• Testing, validation, and optimisation

Build & Implement

Case Study: AI-Powered Complaints Investigation Tool

Client: Marshmallow Insurance

Challenge:
Investigating and responding to customer complaints was manual, time-consuming, and prone to errors, requiring staff to consolidate data from multiple systems, create timelines, draft responses, and ensure regulatory compliance.

Solution: AI-Powered Investigation Assistant
MDT Analytics developed an AI-driven complaints investigation tool that automates and streamlines the entire process.

Drafts compliant Final Response Letters (FRLs) with:

Customer-specific details
Investigation findings
Compensation recommendations
Financial Ombudsman Service referral rights

Response Automation

Generates chronological timelines of interactions
Identifies acknowledgment points
Classifies complaints as High Profile or Standard
Analyses policy and claims events
Determines outcomes and recommends compensation codes/amounts

AI Insight

Pulls complaint and customer information from Snowflake, Intercom chats, Aircall recordings, CMS emails, and vulnerability records.

Data Gathering

Transfers investigation documentation and FRLs directly to Google Docs for review and delivery.

Seamless Export

Business Impact

1. Efficiency Gains

Investigation time reduced from hours to minutes via automated data gathering
AI consolidates multi-channel interactions into chronological summaries
FRLs generated automatically, eliminating manual drafting

2. Quality Improvements

Ensures regulatory compliance with built-in checklists
Standardized tone and structure for consistent customer communication
Reduces errors and improves empathy by analyzing sentiment

3. Cost Reduction

Optimized compensation recommendations: 25–35% for low-impact complaints, 85–100% for high-impact cases
Fewer FOS referrals due to higher-quality, empathetic responses
Scalable handling of complaint volumes without additional headcount

4. Compliance & Risk Management

Full audit trail of complaint handling
Highlights vulnerable customers for appropriate care
Accurate classification of high-profile complaints for escalation

5. User Experience

Simple workflow: Enter complaint reference → View investigation → Generate FRL → Export
Single-page access to all relevant customer context
Clear navigation between investigation and response stages

This AI-powered tool transforms complaint handling from a labor-intensive, error-prone process into a streamlined, automated workflow, enabling faster investigations, improving compliance, reducing operational costs, and enhancing customer satisfaction.

Enable employees to instantly access information across large volumes of organisational documents, policies, and operational data.

Capabilities include:

• Ask questions across internal documents and knowledge bases
• Policy and procedure lookup
• Step-by-step operational guidance
• Intelligent search across reports, emails, and documentation
• Context-aware support for investigations, operations, and customer service

Example query:

“Find similar cases or previous decisions related to this issue.”

These intelligent assistants help teams quickly find answers, understand procedures, and make informed decisions without manually searching through multiple systems.

AI Internal Copilots

AI-powered automation can transform manual, document-heavy workflows by analysing large volumes of communications, documents, and operational data.

Typical capabilities include:
• Automated case and request classification
• Document summarisation and information extraction
• Email and communication triage
• Cross-system data aggregation
• Intelligent search across organisational knowledge

These solutions can reduce manual review effort by 50–70%, accelerate operational processes, and provide teams with a centralised view of information needed to make faster, more informed decisions.

AI Process Automation

Data Intelligence & Advanced Analytics

Our data analytics solutions help businesses transform raw data from multiple systems into meaningful intelligence that supports better decision-making and operational performance.

Capabilities include:

• Interactive dashboards and visualisations
• Operational and performance reporting
• Predictive analytics and forecasting
• Customer and behavioural insights
• Data exploration and self-service analytics

Using industry-leading tools such as Power BI, Tableau, and Looker, we build intuitive analytics platforms that enable teams to monitor performance, identify trends, and uncover opportunities for improvement.

Our modern data platform solutions consolidate data from across the organisation into a single, scalable environment, enabling teams to access trusted data quickly and efficiently.

Capabilities include:

• Data warehouse design and implementation
• Integration of data from multiple systems and applications
• Automated data pipelines and ingestion
• Scalable cloud-based architectures
• Creation of a centralised “single source of truth”

Using technologies such as Snowflake, AWS, Fivetran, and Airbyte, we build secure and scalable data platforms that support analytics, reporting, and AI-driven solutions.

Data Warehousing & Integration

Advanced analytics and machine learning models identify patterns and predict operational outcomes.

Examples:
• Predict complaint trends
• Detect operational anomalies
• Analyse customer sentiment
• Identify operational risks

Business Impact:
• Proactive decision-making
• Early issue detection
• Improved operational performance

AI Decision Intelligence

Data Strategy & Governance

We help organisations develop comprehensive data strategies that define how data should be managed, governed, and used to support business objectives.

Capabilities include:

• Data strategy development and roadmap planning
• Data governance frameworks and policies
• Data quality and data management practices
• Compliance with data privacy and regulatory requirements
• Establishing roles, ownership, and accountability for data

By implementing strong data governance and strategy, organisations can ensure that their data is accurate, secure, trusted, and aligned with business goals.