Captivating Customers With Capgemini, Salesforce, Insurance Thought Leadership and Donna Peeples

Captivating Customers with All Channel Experiences

2Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

Meet the Presenters

Jeff ToSenior Director, InsuranceSalesforce

Nigel WalshVice President, InsuranceCapgemini

Donna PeeplesFormer Chief Customer Experience Officer at AIG

Paul CarrollCEOInsurance Thought Leadership

Moderated by



Customer Experience Declined Globally Indicating Insurers Are Not Keeping Up With Customer Expectations



The U.S. Witnessed a 10% Decline in the Percentage of Customers Having a Positive Experience

Customers with Positive Experience, by Region (%), 2013–2014 % Point Change2013–14

(8.3%)

(3.4%)

Developing APAC

Developed APAC

Latin America

Europe

North America

U.S.

22.0%

23.6%

28.7%

30.0%

39.7%

40.8%

24.3%

25.8%

34.0%

33.4%

47.9%

51.3%

2013 2014

(5.3%)

(2.2%)

(2.3%)

(10.5%)



Capgemini’s All Channel Experience (ACE) Capability Framework Can be Utilized to Identify Gaps in an Insurer’s Current Capabilities

Source: Capgemini Financial Services Analysis, 2014

Business Proposition Development

Vision, Roadmap and Governance

Business Case Development

Management

Document Management

Pricing and Rating

CrossCoordination

Promotion/Campaign Management

Underwriting and Policy Administration

Claims and Fraud Management

Channel Performance Management

Enterprise Performance Management

Investment and Fund Management

Customer Performance Management

Business Operations

Technology

Gamification

Transform

Effectively

Connect Elegantly

Engage Regularly

Price Competitively

Measure Relentlessly

See

Completely

DeliverPerfectly

Single View ofthe Customer

Insight and Analytics

Operational and Decisional CRM

Single View of Customer

Insights and Analytics

Operational and Decisional CRM

Gamification

Document Management

Digital Content Management

Social Media Leverage

Personalized Integrated Loop

Marketing

Dist. and cross channel mgnt



Customers Expect to be Served Via Their Preferred Channel Throughout Their Journey…

Collaborate

Customize

Choice

Consistency

Context

Connectivity

Closed-LoopKnowledge

ManagementChatter

CollaborationEmployee Records

Time Off Manager

Performance Management

Expense Management

Content Management

Organizational Improvement

Recruiting Management

Productivity

Distribution Management

Marketing & Prospecting

Claims Servicing Customer Service

Agents/Underwriters

Call Center Online Sales Self-Service Mobile Social



…With a Seamless Service to Insurance Agents Through Their Preferred Channel of Choice

Integrating the Flow of Information, Systems and Business ProcessesProviding a Seamless Customer Experience Across Any Set of Channels

Enhanced Customer

Experience

Value for Insurers:

Acquisition and

Retention

Collect and email accident details

Create and submit a claim

View status of previous claims made

Access to other services (rental agency, towing truck, police, etc.)

Access Product Catalogues

Enable E-Application

Presales – Quote and Product Displays

POS Closure STP Solution for

Policy Purchase and Claims

Customer Servicing

Click to call/SMS/email

Agent locator View/file requests

and complaints Call branch for

quote Get latest quotes

by submitting details

View advice/FAQ/video-demos

E – Application Policy Status &

Coverage Verification

Alerts on Application Status

Policy Issuance Confirmation

STP Solution for Policy Purchase

Manage accounts Edit insured

information Alerts (billing,

claims, impending natural disasters)

View/Pay insurance bills

Add bill payment reminders to calendar

Agent EnablementNew Business –

Quote & Acceptance

Underwriting & Policy Issuance

Policy Lifecycle Services

Claims



Roadmap to the Future



Single source of truth for all customer interactions across products and channels.

Policyholder / agent communities for self-service and collaboration.

Intelligent prioritization of leads from all channels

Visibility & management of customer opportunities across all channels from 1st touch to servicing

Customer sees no distinction between marketing, sales, and service.

Customer journeys drive next best action for marketing, sales, and service.

Actionable insights in real-time

Agile delivery of highly strategic capabilities.

• 31% increase in customer retention

• 34% increase in first call resolution

• 34% increase in cross-sell / up-sell

• 33% increase in lead conversion

• 50% increase in sales lead volume

• 29% increase in revenue

• 40% reduction in time to

make decisions

• 44% reduction in problem resolution time

www.capgemini.com/financialservices

Download Cloud Transformation in Insurance at www.capgemini.com/insuranceACES

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