The Hanover Insurance Group

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2 Welcome The Hanover Insurance Group is on a journey to leverage advance technology solutions to transform its business In this session you will hear how The Hanover used Pega solutions to achieve both efficiency gains and lift in new business and retention The company is poised for growth by investing in a service centric culture, robust processes, and best in class CRM technology 2

3 The Hanover Insurance Group National P&C Insurance company founded in 1852 and headquartered in Worcester, Massachusetts Traded on NYSE under ticker symbol THG One of the largest insurance concerns in the U.S Approximately 5,100 employees across the U.S. & UK Named by Forbes magazine as one of America s Best Employers. Named one of the Best Places to work in Insurance by Business Insurance magazine Partners with approximately 2,200 independent agencies nationwide for product distribution Underwrites a wide range of personal and commercial lines for businesses, individuals, and families Integrated several strategic U.S. acquisitions in recent years that dramatically expanded the company s product portfolio and geographic footprint $5B+ in revenues Excellent rating from the major ratings agencies including A.M. Best, Standard & Poor s, and Moody s Established an international presence in July 2011, acquiring Chaucer, a UK business headquartered in London 3

4 Know your Partners!!! Relationship with Pega started in 2005 Relationship with Cognizant started in 2006 Joint efforts between The Hanover, PEGA and Cognizant has resulted in significant advancements of our service and underwriting models Key Milestones Pega was first introduced as a Business Rules Engine First Project for PL Agent Checklist Built out Claims Financials & appraisal est. Built Ins. Score Service Home Tiering and Loss Handling Product KO s, Realtime Rating Prod. Def. BOP Pre-fill BPM Procedures for Web-form Work Management 4

5 What Were Our Challenges? #1 Enhance Scale # 2 Results do matter ( variation matters too!!!) # 3 as a work distribution system and manual tracking of productivity and SLAs??? ( one can go only so far on pure muscle) # 4 Balance between customer centricity and bottom line (cannot be one or the other needs to be both) Our transition from good to great was reflected in our multi-year service centric strategy! 5

6 From Good to Great 6

7 From Good to Great 7

8 Myth: Pega Has Limited Adaptability Due to Cost We wanted to introduce BPM as a foundational solution to our Service Strategy We wanted to implement the best BPM platform Pega could be a solution for anyone and Pega fit our business case nicely!!! 8

9 Defining the Project 9

10 Introducing Agile to the Organization New way for the organization to do business Needed to ensure organizational readiness Just in time training for critical roles Introduction of Stories concept and use of points for estimating work Bringing the team together and creating a level of ownership across multiple locations: Hanover and partner resources located in MA and MI Pega solution guidance team Cognizant partner leveraging their Pega BPM expertise Eliassen for Agile Training, Coaching and Scrum Master experience 10

11 Project Execution Solid sponsorship is a must!!! Importance of Sprint 0 Aligning us for success by building teams with the right partners and expertise Stories prioritized against business value and scope; balancing points against budget Pega Business Process Management (BPM) strategic tooling Use out of the box as much as possible Align Pega to Agile methodology Priority is deliver the project and then to create an Agile methodology for future use Pilot after Sprint 5 Tight governance utilizing a Steering Committee to help solve issues, manage backlog, ensure business value is aligned to accelerated delivery, and sustain buy-in from leadership Incremental Deliverables Team empowered to be nimble, fluid, and embrace change and the unknown 11

12 From Zero to Hero in 4 Months! Work Management Full transparency into all inbound work Supports multiple communication channels Skill based routing for Operational and Underwriting support Unique confirmation number to Requestor Managing requests at a case level Improved Service Level Agreements for Agents Automated Reporting and Metrics Tracking 12

13 Project Benefits Confirmation of receipt/fulfillment with tracking number Full transparency and improved turnaround time Enhanced transactional quality Stronger partnership with the business New project execution methodologies - agile Progressive solution to build on Streamlined processes and ease of servicing requests Clarity around production throughput and individual contributions Pride of best in class solution as their work tool Benefits based on productivity improvement Benefits based on operational efficiencies Benefits based on quality improvements 13

14 Next Steps with Pega 360 of our Customer Next Best Action Advancement Channel Options Back and Front Office Integration CPMI Personal Lines & beyond Expansion 14

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