Retos en servicio al cliente para el Sector Asegurador
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Retos en servicio al cliente para el Sector Asegurador
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Retos en servicio al cliente para el Sector Asegurador
- 1. Retos en servicio al cliente para el Sector Asegurador Avanxo Cloud Solutions Forum 2015
- 3. HACEMOS REALIDAD LOS BENEFICIOS DE CLOUD COMPUTING EN AMÉRICA LATINA Avanxo y su portafolio de soluciones en la nube, le permiten optimizar y obtener mejores resultados en la gestión de sus áreas de TI, ventas, mercadeo, servicio al cliente, talento humano, compras, planeación y una serie de procesos transversales de su organización.
- 4. Colombia frente a los Estándares del Mundo
- 5. www.avanxo.com En el Segundo trimestre de 2014 se encuestaron a 95 ejecutivos seniors de la Industria de Seguros en E.E.U.U.
- 6. www.avanxo.com El hallazgo es significativo. Lo que buscan es la Evolución de sus negocios no una Revolución
- 7. www.avanxo.com Primera Pregunta: De 3 a 5 años, ¿Cuales serán los principales motores de cambio en su negocio?
- 8. www.avanxo.com De 3 a 5 años, ¿Cuales serán los principales motores de cambio en su negocio? Las Demandas del Cliente Manejar el Cambio Tecnológico La Competencia Doméstica Balance entre Crecimiento y Eficiencia Consolidación de la Industria Expansiones Globales Regulación Incrementar la Presencia Global 52% 45% 42% 36% 28% 24% 22% 19%
- 9. www.avanxo.com Segunda Pregunta: De 3 a 5 años, ¿Cuales serán los principales motores de crecimiento de ingresos de su negocio?
- 10. www.avanxo.com De 3 a 5 años, ¿Cuales serán los principales motores de crecimiento de ingresos de su negocio? Crecimiento Orgánico/Market Share Incremento en Venta Cruzada Nuevos Canales de Distribución 46% 33% 29%
- 11. www.avanxo.com Tercera Pregunta: En caso de excedentes de capital: ¿Cuáles serían las prioridades de inversion en los siguientes 12 meses?
- 12. www.avanxo.com En caso de excedentes de capital: ¿Cuáles serían las prioridades de inversion en los siguientes 12 meses? Adquisición Estratégica Programas de Marketing/Cliente Tecnología de Información Talento Estratégico Recompra de Acciones Expansiones Geográfica Nuevos Productos y Servicios Dividendos 34% 25% 24% 20% 20% 15% 12% 24%
- 13. www.avanxo.com Cuarta Pregunta: En los siguientes 2 años: ¿Cuáles son las principales áreas de inversion en Tecnología?
- 14. www.avanxo.com En los siguientes 2 años: ¿Cuáles son las principales áreas de inversion en Tecnología? Crecimiento de Cliente y Servicio Análisis Predictivo Modelación de Riesgos Infraestructura Movilidad Business Intelligence/Reportes Sistemas Core/Upgrades Infraestructura Cloud Computing 27% 26% 24% 19% 18% 16% 13% 21%
- 15. www.avanxo.com Motor de Cambio: El Cliente
- 18. www.avanxo.com Si conocer al Cliente es prioridad, ¿Porqué no lo hacemos mejor?
- 19. www.avanxo.com Busca Asesoría Decide Obtiene Servicio Renueva 4 1 3 5 6 8 7 9 10 11 12 13 14 15 Meta 2 Voz a Voz Online Incidente Servicio Reclamación Estado Resolución Ads Asesoría Propuesta Compra Póliza Evaluar Recordar Explora
- 20. www.avanxo.com Busca Asesoría Decide Obtiene Servicio Renueva 4 1 3 5 6 8 7 9 10 11 12 13 14 15 Meta 2 Voz a Voz Online Incidente Servicio Reclamación Estado Resolución Ads Asesoría Propuesta Compra Póliza Evaluar Recordar Explora
- 21. www.avanxo.com Top 5 de la Frustración del Cliente Source: Accenture Global Consumer Pulse Survey 2013 Contacta la compañía múltiples veces por la misma razón 74% En-espera por largo tiempo 69% Repite la misma información a multiples empleados o multiples canales 66% Empleados o sitios de Auto-Servicio No contestan mis preguntas 64% Recibió algo diferente de lo prometido 64%
- 22. Insurance Salesforce Industries Claudio Chávez Sr. Solution Engineer - LACA Reimagining Insurance
- 23. There is a Customer Revolution
- 24. The customer is at the center of everything
- 25. 4 large shifts are already happening in Financial Services Multiple channels Physical experiences Transaction Product-focus 1 Digital channel Digical experiences Journey Customer-centricity
- 26. Discover When a customer calls, I want the right info and tools to know that customer better. So I can focus on her needs. Customer CSR When a customer feels vulnerable, I want to quickly investigate and payout her claim. So I can retain that customer.Claims Adjuster When I sell products, I want to focus my resources on profitable prospects, So I can earn more commissions. CEO / Business Owner Producer When I evaluate risk and exposure, I want to quote and bind the right business. So I can improve our underwriting profitability. Underwriter When I run my business, I want reliable, timely, and predictive insights. So I can skate where the puck’s going, operationally and strategically VP / LOB When we talk, I expect relevant info & services anytime, anywhere, and w/ minimal effort. So I can get on with my life. When you earn my trust, I expect you to know my business needs and budget, regardless of who is advising me. So I can get back to my business. When I get requests from the business, I want to leverage existing IT investments in an agile way. So I can achieve quick time-to-valueCIO
- 29. “CONCIERGE THAT OFFERS PEACE OF MIND, SAFETY, AND HEALTH. WHEN THAT HAPPENS THEY’LL FEEL GOODTHAT WE’VE BEEN AROUND FOR THEM. OH, YES, THAT COMPANY, THEY ALSO SELL INSURANCE.” - CEO, SOMPO JAPAN
- 30. MARKET SELL ONBOARD SERVICE So where’s the opportunity for you? 1. Do More Through Digital
- 31. Suggest the right next step or product based on context Market: Sense & Respond to Every Opportunity Sense & Predict Monitor all channels for opportunity Build 1:1 Journeys Across all channels Personalize Content To map to customers’ needs/goals
- 32. The right answer, late, is wrong. Transform lead & referral conversion rates Sell: Convert Every Opportunity in real time Capture Across all channels Enrich To provide context Score To ensure the right priority Route To the right person Track Create transparency for speed
- 33. Building The Next Generation of Advisor Portal 10,000+ independent advisors Collaboration between advisors, broker dealers, clients and home office for support Track clients’ social activities Salesforce is the nucleus of "Vision 2020 Advisor Portal” 10000
- 34. Direct-to-consumer portal for self-service and FAQs “Direct-to-agents” portal for quoting and product information “Assembly-line methodology” to roll out new capabilities into new markets 6 weeks from state approval to launch and writing business Member and agent communities Stuart Tainsky, CIO “Our members and independent agents have a world class, reliable, straight through amazing experience when they work with us, whether on the claims side, the underwriting side or the billing side.”
- 35. PURE Member Portal Success Story COMPANY OVERVIEW Privilege Underwriters Reciprocal Exchange (PURE) is a policyholder-owned insurer dedicated to creating an exceptional experience for responsible high net worth individuals and families. PURE’s product suite includes best-in-class, customizable coverage throughout the US for high-value homes, automobiles, jewelry, art, personal umbrella liability, watercraft, and flood. COMPANY PROFILE • Meet customer demand for greater self- sufficiency • Offer industry leading transparency on claims process • Create an exceptional customer experience • Build a branded, secure portal for members to access all data • Disrupt the insurance market • Improve PURE’s Net Promoter Score • A secure, integrated, branded and mobile ready member portal • Membership access to all data at one place with one log in • Increased member loyalty • NPS score of 65, high for the industry • Increased self-sufficiency for members • Greater engagement and interaction on member claims • Greater company efficiency with fewer customer calls • Market differentiation • PURE enhanced their brand promise and shook up their industry. In partnership with Salesforce, and Silverline, PURE integrated Communities and Chatter onto an existing Salesforce platform. PURE gave their members much greater visibility into claims, easy online access to their data and delivered a premium member experience. CHALLENGE BUSINESS VALUE SOLUTION LOCATION White Plains, NY COMPANY SIZE 140 INDUSTRY Insurance COMPETITOR N/A SOLUTION(S) Service Cloud, Communities FIRST ACTIVE: May 2014
- 37. MARKET SELL ONBOARD SERVICE So where’s the opportunity for you? 1. Do More Through Digital 2. Create Effortless Experiences
- 38. Suggest the right next step or product based on context Onboard: Create 360 Profile & Capture Needs / Goals Profile clients Capture needs & goals KYC Personalize offers Suggest next best actions Generate referrals Auto-generate follow-ups Advise & educate Access knowledge & tips
- 39. Turn every client touch point into another reason to stay loyal Service: Redefine 1:1 Service Powerful console Flexible UI & profile tool Track Goals To inspire and motivate Score To ensure the right priority Route To the right person Track Create transparency for speed
- 40. 300% increase in usage in customer meetings Less work back at the office (about 20 minutes saved per new customer) Mobile Transformation to Drive Sales Olivier Peradotto, Head of IT,AXAFrance Services “Now we follow the rule of 1: 1s to start the Ipad, 1 pound to carry, and 1 meeting to close the deal.” 74% see time savings, e.g., scheduling, data access, etc. 90% positive feedback: “our customer data is available all the time and everywhere” 200
- 41. Disrupting Healthcare: Optimizing the Customer Experience
- 42. SMS Chat Knowledge Systems InefficientDe-centralizedLimited access to info Limited Channels available A Disconnected Member Experience – “No Flow” Humana Member Unavailable
- 43. Super Users Social Media SMS Phone Chat EmailPortals/ Communities Agent Knowledge Article Broker/Partner Rapid resolution by best resource type Record all member interactions in centralized location Segment Strategy based on Attributes, Social Metrics, Sentiment Consistent experience on members’ preferred channels The Service Cloud Offers A Connected Member Experience Humana Member Agent Console Consistent across any channel your members choose
- 44. Humana Service Cloud Demo
- 45. MARKET SELL ONBOARD SERVICE So where’s the opportunity for you? 1. Do More Through Digital 3. Supercharge Every Employee 2. Create Effortless Experiences
- 46. Break down silos & make it easier to leverage the whole team Collaborate & Share: Engage Agents As A Team Engage across silos To collaborate effectively Coverage Connect with others serving the client Find expertise Leverage expertise Share documents Collaborate around knowledge Integrate workflow To pass the baton effortlessly
- 47. MARKET SELL ONBOARD SERVICE So where’s the opportunity for you? 4. Break Down Silos
- 48. ATale of Three Communities Submits new business lead to broker using Salesforce1 App. Manulife Employee Independent Broker Accepts lead in Partner Community, reviews notes and record. Customer Reviews broker profile and product information on Customer Community. Manulife Employee Tracks progress of lead and receives badge on Employee Community.
- 49. MARKET SELL ONBOARD SERVICE So where’s the opportunity for you? 4. Break Down Silos 5. Promote a Culture of Innovation
- 50. Set your CRM data free Analyze: Create Insight Through Client Data Configure dashboards Powerful & simple analytics Set up alerts Make insights come to you Sense & predict Identify next best actions
- 51. Let’s Make It Real
- 52. Insurer Captive / Direct Distribution Insurer Independent Distribution Brokerage / Agency Property & Casualty - Personal Life – Personal Property & Casualty - Commercial Life - Group Our Insurance Customers
- 53. Thank You!
- 54. Nosotros
- 55. www.avanxo.com Hacemos realidad los beneficios de cloud computing para las empresas en latinoamérica +400 +11 +400 +120 Proyectos en Latinoamérica Países Clientes Consultores Certificados Avanxo es una compañía de servicios profesionales enfocada en el desarrollo del conocimiento alrededor de tecnologías de cloud computing, con el objetivo de generar valor a sus clientes haciendo realidad los beneficios de éste nuevo modelo de negocios en sus empresas. Desde el año 2004 hemos ayudado a más de 400 compañías, de diferentes tamaños e industrias a implementar las tecnologías de cloud computing que representamos. Tamaño Regional Presencia Local
- 56. www.avanxo.com Reconocimientos Avanxo ha sido seleccionada en el ranking mundial Talkin’ Cloud100 -Top 100 Cloud Services Providers- (única empresa en latinoamerica) Avanxo ha sido seleccionada entre las 20 empresas más prometedoras de la computación en la nube a nivel mundial Junio 2014 #43 #31
- 57. www.avanxo.com Partner de Confianza Salesforce.com® es líder indiscutible de soluciones SaaS (Software como Servicio) para la gestión de relaciones con los clientes (CRM). Más de 100.000 empresas de diversos tamaños e industrias, utilizan Salesforce.com® para almacenar, analizar, compartir y gestionar información de sus clientes, atender sus requerimientos, automatizar sus procesos de ventas y optimizar sus campañas de mercadeo. Avanxo es el partner más importante de Salesforce en la región con más de 90 consultores certificados
- 58. www.avanxo.com SOFTWARE Como servicio (SaaS) Procesos de negocio en la nube. INFRAESTRUCTURA Como servicio (Iaas) Infraestructura elástica de TI en la nube. PLATAFORMA Como servicio (PaaS) Desarrollo de aplicaciones en la nube.
- 60. www.avanxo.com Nuestros Clientes en la Industria
- 61. www.avanxo.com A Nivel Mundial Life & Annuities P&C Brokers
- 62. @Avanxo Facebook.com/AvanxoAvanxoAvanxo www.avanxo.com Gracias Mayor información contacto@avanxo.com Tels: (+571) 7440550 (+57) 321 4909235 Dir: Cra 18A # 137-80 Bogotá – Colombia
Hinweis der Redaktion
- Today, the problem is that, until that customer actually becomes a policyholder, most insurers have little visibility into who that customer is. They’re interacting with multiple channels, multiple products, at different points in the lifecycle. But they exist as separate records in siloed backoffice policy, underwriting, and claims system.
- As a result, insurers have very limited visibility into half of the customer lifecycle. He/she has a fragmented existence in siloes of separate claims, policy, and billing systems.
- As a result, insurers have very limited visibility into half of the customer lifecycle. He/she has a fragmented existence in siloes of separate claims, policy, and billing systems.
- As a customer, it’s an exciting time in Financial Services The industry is waking up and becoming much more customer centric It’s an exciting time for us, and we believe also for you It’s a time of change
- And it’s not just the customer who’s affected by bad customer experiences. There are a number of actors in the process who are also negatively affected. Employees are often regarded as “where the rubber meets the road” for customer service.
- Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future. The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey: $400bn. 40% switch for P&C only 72% about to renew
- You can use the same tools leading retail brands leverage to market across all channels Monitor all channels for opportunities Build personalized, 1 to 1 automated journeys across all channels and personalize content to map to customers’ needs and goals “Fitbit® is dedicated to helping people lead healthier, more active lives,” said Tim Rosa, VP Global Marketing, Fitbit. “To do that, we put the customer journey at the center of our business, delivering personalized communications when a user buys a Fitbit product, activates their device, downloads the mobile app and when they start tracking their activity, weight and sleep. Journey Builder for Apps allows Fitbit to connect customer journeys to our apps.” “At Sony PlayStation, we are committed to creating and optimizing 1:1 customer journeys across all channels and devices,” said Sabine Vanin, CRM manager, Sony PlayStation. “The Marketing Cloud enables us to analyze in-game data to deliver personalized content across digital channels and connect with gamers in entirely new ways.”
- Go from low single digit lead conversion rates to well over 40% With a fit for purpose lead and referral engine
- Situation: Advisor group is the largest independent broker-dealers network in U.S. with ~10,000 independent agents. The four broker-dealers that comprise Advisor Group are FSC Securities Corporation, Royal Alliance Associates SagePoint Financial and Woodbury Financial (recently acquired from The Hartford). For a broker-dealer network, one of the key challenges has always been how to keep the independent advisors sticky: stay with the network and sell more their products. Complication: Historically, Advisor Group has a website for everything in the world that advisors had to go to The tools are organized around apps with all the supervisory responsibilities. It's a lot of information to put that in here and it made it very complicated for advisors to transact business. Advisor Group needed a way to actually help their advisors interact through this complicated environment. Solution: Then Advisor created a vision named "Vision 2020 Advisor Portal" to consolidate everything so the advisor has one place to go. Further inspired by DF’11, Advisor Group proceeded to place Salesforce at the core of this technology vision and leverage force.com to build an integrated site centered around clients instead of around the responsibilities for an advisor, which is how the industry works. Also, Advsior Group is going to preload all their 1.6 million clients, 4 or 5 million accounts that are out there. And they said, "This is where you go. Maintain it. This is your books and records." And now, advisors can put in notes, contacts, all the other information and make it the one place of their client management. It’s a highly regulated industry and regulations change often. Advisor Group embedded all the latest regulatory requirements of know your client right into Salesforce. Again, you've got one place. Now, you're going one place. Social: Advisor Group linked up all client activities associated with the social network (i.e. facebook, LinkedIn, Twitter) that's out there. So the advisor is able to see what's going on and track the life events of their clients. When they went on a vacation. What they posted. Where they checked in today. Who has just got a new baby. The client knowledge helps with the relationship. Knowing the client just got promoted is a great time to ask, "Would you like to invest more money?" Also, the built-in Chatter enables advisors communicate with not only customers but also peers. Most advisors are 55+ years old. Using Chatter gets them some familiarity with social engagement. Mobile: The salesforce platform sets the foundation up for mobile across all devices, so advisors can have access to information everywhere they go. An interesting fact is that David Ballard, the then-CIO of Advisor Group and Salesforce champion is recently promoted to COO of both Advisor Group and Sunlife. Talking about IT being the hero!
- Publicly Referenceable Video: Webinar with Salesforce, Silverline, and Pure: https://www.youtube.com/watch?v=eFcDWC64TJ8 Stuart Tainsky has played competitive sports his whole life, and the experiences he's had on the lacrosse field and basketball court have influenced his approach to management. "The lesson I've learned from athletics is, don't be a sideline coach coach on the field like a quarterback or point guard," says Tainsky, SVP and CIO of Privilege Underwriters Reciprocals Exchange, or PURE. "Your team needs to see you play on the field with them, and see you in the trenches working with them." Embracing this lesson, Tainsky says, has helped him turn PURE's 14person IT organization into an essential and trustworthy partner to the business and a key enabler of the fiveyearold specialty personal lines carrier's rapid growth. The "foundational idea" behind White Plains, N.Y.based PURE ($83.3 million in gross written premium as of Dec. 31, 2010) is that, "The most responsible owners of the finestbuilt homes deserve to pay the lowest premiums, without sacrificing any quality," Tainsky relates. "The people who are the most responsible 'risk share' between them all as a membership model." A Service Mandate To satisfy these highvalue "members," as well as the independent agents who sell PURE's products, speed, responsiveness and leadingedge services are essential, Tainsky says, and his mandate since he joined the carrier in 2009 has been to provide just that. "The most important function I do is ensure that our members and independent agents have a worldclass, reliable, straightthrough amazing experience when they work with us, whether on the claims side, the underwriting side or the billing side," Tainsky says. "My goal is to make sure they feel they are the most important person in the world," he continues. "Our technology must facilitate innovative underwriting processes through intricate rules, bringing data in to write the policies correctly and price them correctly, and select the right members that will add the right level of risk to the risk pool. That's my mission." According to Tainsky, these efforts support three primary business goals: grow into new markets, do it quickly, and do so "in the best way possible." This involves enabling excellent service, competitive rates, and regulatory and competitive responsiveness, he says. "I'm very fortunate to be part of a team that looks at me as a peer, or as a leader, to help figure out how to make this thing work even better than it does," adds Tainsky, who reports directly to PURE CEO Ross Buchmueller, one of the company's founders. The Need for Speed to Market One of Tainsky's biggest accomplishments has been to facilitate that need for speed to market and do so in a way that solidified the IT organization's reputation as an essential partner. "When I first got here, there was a belief that technology could not keep up with the business needs and objectives of growing the company successfully," he recalls. "There were real credibility issues." The introduction of PURE's offerings in the first few states it entered had been an expensive and timeconsuming process, Tainsky notes, so his challenge was: "How do we do this better, how do we do this quicker?“ Drawing on his background in project management and process reengineering, Tainsky and his team went back to the very basics of the state rollout process. "We used a methodology of 'keep it simple,'" he relates, "and took it back to step by step by step: How do we define … what a state should look like from a frontend perspective, from a filing perspective at the product level, from an underwriting perspective? What do we want the guidelines to be?" The next step was to identify all the states in which PURE planned to launch and from that figure out how to build a scalable rollout model, according to Tainsky. Once this process model was created, the IT team could start building tools that would enable what Tainsky calls an "assembly line methodology" to simplify the process of entering new states. The results? "This year we are rolling out two states per month, with four products per state [except in Massachusetts, where PURE doesn't write auto], so it takes about six weeks from the time we get approval from the state to when it is launched and live in production and writing business," Tainsky reports, adding that PURE started 2011 writing business in 11 states and is on target to be in 30 states by the end of the year. And with a rollout template in place, the process has gotten progressively easier, Tainsky notes. Another initiative at PURE that combines speed with service has been electronic delivery of policies and bills, which was launched in 2010, according to Tainsky. Adopting a push (versus a pull) strategy in which members must specifically opt out of electronic delivery, PURE securely emails more than half of the electronic bills and policies it sends to customers. "We went full force on this," Tainsky explains. "Our members love [electronic delivery] because it's convenient. There's also a big advantage for us, [in terms of] reduction of the costs of distribution. We're able to keep costs low, which in turn keeps our rates low." Tainsky also took a page from the directtoconsumer online strategies of carriers such as Geico and Progressive to help PURE launch what he calls a "direct to agents" quoting system that can be accessed via the company's agent portal. The carrier built what is essentially a "name your price" capability into its core system, he says, "so while the agent is shopping for a member [he or she can] understand what the implications might be by changing deductibles or coverages." Speed and service also are the drivers of a mobile claims adjuster pilot Tainsky is overseeing. "Claims adjusters carrying mobile devices will be able to do estimates of property damage, then integrate [that information] with our [Guidewire ClaimCenter] claims system," using the Xactimate replacement cost estimating component of Orem, Utahbased Xactware's building and repair software, he says. "The claims manager responsible for the case can work with [the adjuster] and quickly have that data." In addition to San Mateo, Calif.based Guidewire, PURE's other core solution is OneShield's (Glastonbury, Conn.) Dragon for policy administration. Tainsky oversaw direct integration of the two systems to create what he calls a "bestofbreed infrastructure for applications." As for other functions, Tainsky says he has implemented an "insourcing/outsourcing" approach that uses secure cloud computing for "commoditized" functions such as email, telecommunications and the call center, along with outsourcing of the company's infrastructure. The Data Imperative PURE's strategy also depends on access to and use of quality data. Accordingly, an ongoing focus for Tainsky has been on improving PURE's data model, along with enhancing data warehouse and BI reporting capabilities. "Data validation and data management have been a huge push for us this year making sure we have our data clean, in a manner everybody understands," he relates. The data model "is serviced by so many different components of our organization that it has to be perfect." For example, sourcing timely market intelligence from PURE's data warehouse is an important aspect of an upcoming initiative to use the mobile platform for sales force management. But data management is not a shortterm project with a scheduled beginning and end, Tainsky emphasizes. "It's going to be an effort forever," he says. "You're always trying to figure out what to add to your model, what other analytics you can put around it. Data governance and data management is not a project, it's a way of life. We also look at underwriting processing as a way of life, and doing straightthrough processing and smart underwriting as a way of life they are everchanging and evolving. And using automated underwriting and straightthrough processing is a lifestyle for us, not a project."
- This is a customer-facing PPT slide that you can add to your presentations.
- Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future. The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey: $400bn. 40% switch for P&C only 72% about to renew
- Onboard customers easily and effectively with powerful profiling toolkit that allows you to capture more than basic profile information, but also needs and goals
- Make it easy for your employees to service customers Give them the industry leading console, optimized for financial services
- Publicly referenceable Video: Demo: https://www.youtube.com/watch?v=foj9OHbxIu4 AXA is a customer company (in french): https://www.youtube.com/watch?v=-BJK4o939b8 Detailed Write-Ups: Success brief: https://org62.my.salesforce.com/06930000004qLno Art of the Deal: https://org62.my.salesforce.com/06930000002SHQT Situation: AXA is the largest insurance company in the world with over 100 million customers all around the world representing 57 countries. In a time of global financial crisis, they needed to think differently in order to maintain profitability. The CEO had a vision of being the best service delivering company for insurance markets and he wants to build "the Apple for service in insurance". In DF’12, AXA introduced us to Project iNov-an iPad app to improve agent productivity. Background of Project iNov: AXA uses number “5” to summarize the old world: When sales reps were visiting the client, it took them 5 minutes to start the laptop, 5 kilo to carry with laptop, forms and maybe even a printer and average 5 visits to finalize a deal. 15 months ago, AXA decided to launch Project iNov and built a complete business solution on iPad, which is mobile, paperless and can be used even when disconnected to Internet. Goals: AXA wants to improve operational efficiency and ease network animation. Improve operational efficiency: AXA wanted less administrative tasks for sales reps, so they can have more meetings, more sales and more revenue. When the contract is signed at the end of the meeting, there would be no no homework and the sales reps can go to visit another client rather than spend 30 or 40 minutes to catch the data from the paper form they have complete before. Ease network animation: With Siebel, the managers don’t have the real time visibility of their team activities; with Salesforce, they can. How many opportunities are out, how many meetings the team are having next week. Now the managers easily see it and manage it. Solution: AXA App demo: http://www.youtube.com/watch?v=b-FBdSwMzo8 (Demo starts at 8 min and 18 min) Agents use their iPads to sell insurance in a fully digital sales process captured in a mobile app. This customer-facing sales tool allows agents to simulate various lifeinsurance package scenarios and calculate premiums. Information and orders input into the app will synch with AXA’s back office and a contract will be generated and sent to the customer. Over 200 agents are now using this application in the field with tremendous adoption. Security: AXA used AirWatch to get security around their app. It is already a solution AXA had out of the box so this is what they used to make the app available on the AXA store and also to remotely delete data in case of robbery or loss of an iPad Result: AXA uses number “1” to summarize the new world: 1 second to start the ipad, 1 pound to carry and 1 meeting to close the deal. Business results of the 6 month 100-user pilot 300% increase in usage during customer meetings Less work back at the office (about 20 minutes saved per new customer) 74% see improvement on daily organization (time saving, real-time schedule, real-time access to info) 90% positive feedback: “our customer data is available all the time and everywhere” Awards: AXA’s Group innovation award for “Distribution and Digital items” “Argus d’or” at the insurance annual “Golden Globe” of innovation Why Salesforce? After a decade of Siebel, AXA needed something new, more agile, and they were also yearning for mobility for new sales rep. They launched the first version of the mobile app on Salesforce in less than 4 months. In the two years adventure with Salesforce, AXA have actually delivered more versions than what they have done in 10 years of Siebel. Tips on deleloping an ipad app: “…keep your project as agile as possible, keep your end client and users very close and do not hesitate to go on a test and learn cycle so that you don’t get away from what the customers really need.” “… keep it as simple as possible. Don’t go away from standard. Keep it, as standard as possible.” “… have the right skills, the right team and a strong technical leader. And do not underestimate a change management. We went from a 5-pound package to a tablet. And that means change of the mindsets of your sales rep, the processes and the behavior with a customer. “ Customer Story Tool Link: https://org62.my.salesforce.com/a4b300000004DvLAAU
- Payor/provider themes -- hybrid
- Payor/provider themes -- hybrid
- Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future. The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey: $400bn. 40% switch for P&C only 72% about to renew
- Make it easy for your employees to collaborate across departments Leverage the whole bank’ expertise Share documents
- Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future. The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey: $400bn. 40% switch for P&C only 72% about to renew
- [Brian] Back Story: Manulife has many single product customers, many of which do not have a relationship with an active manulife 3rd party broker.
- Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future. The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey: $400bn. 40% switch for P&C only 72% about to renew
- Data is the fuel of the 21st Century, and from that data, you need to give your employees powerful insights so they can help the customer more effectively Dashboards Powerful & simple analytics Alerts to make insights come to you And the ability to easily identify next best actions Proactive, fingertips of the advisor Until now, this data has never been able to be applied to the human relationship, the wealth advisor can look at your profile against thousands of other similar Hey Jeff, where do you want to retire? Ok, here is your Real time visualization to play around with WITH the customer to change scenarios.. go to school, what if I have that 2nd child.
- Specifically within the insurance sector, we already have a great track record across all insurance segments. [This is important to share with customers because many of our competitors (Pega) and some of our partners may say that we have no “insurance solution”. Completely inaccurate. In fact, out-of-the-box, our service cloud, sales cloud, and communities products meet a large chunk of insurance needs.]