This document discusses how insurance companies are meeting the needs of today's digital customers. It provides examples from Berkshire Hathaway Travel Protection and MetLife on how they have implemented digital solutions using the Salesforce platform. Berkshire Hathaway Travel Protection transformed their operations in 8 weeks by building solutions on the Salesforce platform to improve the customer experience. MetLife implemented a digital sales platform for their agents in Latin America using Salesforce to increase sales and productivity. Both companies achieved benefits like improved customer satisfaction, increased sales and efficiencies by leveraging the Salesforce platform.

1. Meeting the Needs of Today’s Digital
Insurance Customer
Josh Jandrain, Vice President of Information Technology, Berkshire Hathaway Travel Protection
Ricardo Ivison, Regional IT Director for LATAM, MetLife
Cari Cardew, Sales Engineering, Salesforce

2. Cari Cardew
Principal Sales Engineer
Salesforce

3. Safe Harbor
Safe harbor statement under the Private Securities Litigation ReformAct of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of
the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
statements we make.All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service
availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future
operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of
our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service,
new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or
delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and
acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and
manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization
and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our
annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and
others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be
delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

4. Innovation Matters
“Innovation distinguishes
between a leader and a
follower.”
- Steve Jobs

5. Josh Jandrain
Vice President of Information Technology
Berkshire Hathaway Travel Protection
Ricardo Ivison
IT Director – MetLife Global Technology
Solutions Delivery LATAM
MetLife Americas
Speaker Introductions

6. Josh Jandrain
Vice President of Information Technology
Berkshire Hathaway Travel Protection
@joshjandrain #BHTPDF14

7. www.bhtp.com/#nicheFind video on:

9. Let me tell you a story...
8 WEEK TRANSFORMATION

11. • Claims are measured in minutes/hours
vs. days/weeks
• CSAT scores near 95%
• Rank #1 on social media for travel
insurance providers
• Simplified travel insurance with new
products travels understand.
• Continue to challenge the status quo;
from insurance process to IT.
Achievements
• Policy, Claims and Billing administration
delivering millions of transactions/year.
• Single platform for back office, service
and distribution
• Seamless 7 channel customer care
24x7x365
• Tight integration between Salesforce1
and our responsive website, iOS and
Android apps for simplified distribution

12. BHTP’s Tech Stack (what we built)
Middleware (custom)
Salesforce1 Platform
Exact Target & Pardot
AppExchange
iOS app Android App BHTP.com Agents.BHTP.com
Rating Engine

13. Ricardo Ivison
IT Director – MetLife Global Technology
Solutions Delivery LATAM
MetLife Americas

14. Background
Booming economy
Customer Engagement is Critical
Highly Manual Operation
#1 Insurer
in Mexico and
16% market
share1
#1 Non-Bank
Life Insurer in
Brazil and 4%
market share3
#1 Life Insurer
in Chile and 15%
market share2
#1 Life Insurer
in Argentina and 9%
market share5
#1 Private Life
Insurer in
Uruguay and 31%
market share4

15. Our Response
•3 Value pillars:
• Virtual Assistant
• Lead Generation
• Maximization of Portfolio
Value
• Work with the agents, for
the agents
• Provided a full digital sales
platform, including all
applications they need

16. Overview of Technical Solution
REST API
Salesforce1 Platform
SOAP API
Canvas
ADN (Canvas) Agents Portal (Canvas)
ILL
(Only if run on
HTTPS site)
Firewall
ADN ASP
.NET
ILL ASP
.NET
Agents Portal
Java

17. Results
“Salesforce.com has allowed us to organize our work and deliver better value to our customers.
SFDC is an extraordinary tool and a fascinating world” . Bernardita Ossa – Unit Manager
“Salesforce.com results are very satisfactory. Many of our agents have reached out their quotas for
the first time. They’ve got the message, SFDC allows them to do their job more professionally” .
Alejandro Pertossi – Agency Manager
“Salesforce.com has allowed me to organize my ideas, get direct access to my customer’s information,
to understand them in a way we’d never done before ”. Lorna Soler – Senior Agent
Productivity / Sales Agent
Planned Actual
10% 16.47%
Increase in Issued Premium
Planned Actual
8% 24.41%
Based on a sample group of 50 agents using the application comparing results versus another 50 with similar profile not using it

18. Q&A