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Enabling Next-Generation Customer Engagement for Insurance ProvidersThe Omnichannel Insurer – Customer-centric and Innovative
July 15, 2014
SAP for Insurance
7:30 am - 8:00 am Registration, Breakfast and Networking
8:00 am - 8:05 am Welcome, Introduction and Objectives
8:05 am - 8:40 am Omnichannel in Insurance – Industry Perspective
8:40 am - 9:35 am The Omnichannel Insurer – Customer Centric and Innovative
9:35 am - 9:45 am Wrap Up / Q&A
SPEAKERSJoseph Lee Vice President of Sales, Canada, hybris software, An SAP Company
Jonathan Kalman President, Insurance Solutions, Return on Intelligence
Moritz Zimmermann Chief Technology Officer, hybris software, An SAP Company
Manuel Toenz Senior Solution Engineer, hybris software, An SAP Company
KEY CONTACTSRandall Gilbert – Sr. Account Executive, hybris software, An SAP Company (289) 231-4501 | [email protected]
Robert Potwin – Account Executive, Insurance, SAP Canada (416) 524-2436 | [email protected]
Debra Manchur – Client Partner, Insurance, SAP Canada (416) 917-8023 | [email protected]
Michael Anselmo – Chief Delivery Officer, Insurance(732) 598-9969 | [email protected]
Agenda
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SAP in Insurance
4,900+Insurance and Reinsurance Customers
19 of Top 20Global Insurance Companies Run SAP
The Insurance Industry is Rapidly Changing
CUSTOMERS
• Increasingly research & purchase online
• Want to interact on all touchpoints • Switch touchpoints in their pur-
chase journey • Expect mobile access and e-delivery
20%of auto insurance customers in Canada have shopped for a new insurer in the past 12 months and 1 in 10 of them have switched1
AGENTS & BROKERS
• Want to retain the customer relationship
• Improve customer service and pro-active sales management
• Are key for trust & conversion • Regulation requires documented
sales processes • Optimize and automate the quote,
bind and issue process
49%of consumers prefer a personal interaction for life insurance
CARRIERS
• Increase market share & margin – direct-to-consumer is key
• Lower customer acquisition costs • Mitigate channel conflict: direct,
agencies, wholesale • Consolidate fragmented user
experience • Reduce overhead & optimize
operational efficiency • Simplify claims handling • “Unlock” core systems to the web
59%of P&C Personal and 34% of Life companies have major web self-service initiatives underway in 20141
Source: JD Power 2014Source: LIMRA, http://www.limra.com/Posts/PR/News_Releases/LIMRA__More_Consumers_Use_the_Internet_to_Research_Insurance_and_Annuity_Products.aspxSource: SMA Research, Insurance Ecosystem Report 2014
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Customers Want to Engage Across Many Channels
Carriers, Brokers & Agents Need To Develop New Business Models with Systems that Respond to Demanding Expectations
CUSTOMERS USE MANY CHANNELS PER CARRIER
• Insurers need consistent communications with their customers
PURCHASE PATH IS NOT LINEAR
• Digital adoption has shifted the sales landscape
INTERACTION HAS SHIFTED TO MULTI- MEDIA
• Buying and servicing journey is different and uses many touch points everywhere
CUSTOMERS EXPECT INTERATIONS TO BE RELEVANT, ESPECIALLY AROUND CLAIMS HANDLING
• Need to address choices and preferences for claim- and servicing-communication vehicles
67% of Financial Services organizations globally believe improving customer centricity is the biggest strategic priority. However only 18% of the organizations are able to provide a consistent experience across channels.
Source: SAP Customer Centricity for Financial Services Benchmark 2013
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Today, There is No Visibility Across ChannelsThe New Paradigm Must Deliver Consistency Across All Touch Points to Create a Cohesive Customer Experience
Online Data Branch Data Call Center Data Mobile Data
Channels (Channel Optimized Customer Experience)
Sales & Service Processes (Marketing, Info, Application Management...)
Content (Web Content, Insurance Products, Forms, Declaration Page and Quotes)Back End
Front End
Back EndPolicy
Online
Policy
Analytics
Branch
Analytics
CCM
Social
CCM
Claim
Mobile
Claim
CRM
Call Center
CRM
…
…
No unified view of the customer, no cross channel buying support
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hybris Architecture for Insurance Portals
Insurance Industry Needs a Wide Range of Expertise to Bring It All Together and Deliver Results
ROI provides the capability to transform current channel activities into an Omnichannel service focused on usability, flexibility, and speed.
Insurance Industry Experience – P&C, Group, Life, and Re-Insurance
Omnichannel Expertise – practical implementation of customer engage-ment solutions, from strategy through delivery
Analytics and Data Solutions – insurance business oriented solutions that drives successful Omnichannel implementations
Agents and Brokers
Data Warehouse
Call Center
Underwriting/Policy/Billing/Claims
Mobility
Campaign Management
web services / hybris solutions
Customer, Policy and Product Data
Online
Product Catalogue
OmniCommerce Connect
hybris Platform
Personalization
Self Service Area for Policy Management
Product Content Management
Online Claims
Web Content Management
Quote Definition Engine
1.
2.
3.
Insurance Industry
Experience
Omnichannel Expertise
Analytics and Data Solutions
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NotesSAP, hybris, and ROI – A Trusted and Strategic Partnership
ROI is a leading SAP and hybris partner focused on the insurance industry
ROI is a leading solution integrator of Omnichannel programs and thought leaders in customer engagement solutions
hybris is ranked as a ‘leader’1 among the top commerce platforms in the world
SAP and ROI team together to ensure we deliver successful Omnichannel implementations for our clients
hybris is the world’s fastest growing commerce platform provider
4900+ Insurance and Reinsurance customers globally run SAP
Gartner and Forrester, 2013
13
Notes
FOR MORE INFORMATION
www.returnonintelligence.com | www.hybris.com/insurance | www.sap.com/insurance
www.sap.com/contactsap
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