THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL

Transcription

1 THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL

2 CEO survey: Top priority in the coming 3 years? 83% The Digital Insurance PWC 2014

3 WHAT DEFINES THE DIGITAL EXPERIENCE? TOUCHPOINTS BACKOFFICE INTEGRATION USAGE BASED INSURANCE - Customers expect a seamless experience across all channels - Agent / Broker is for most markets & products still the dominant sales channel - (avg 50%) - Launch of new products has to be quick across all channels - Advisory has to be consistent regardless of touchpoint - Service processes can only be automated if back-office integration is seamless - Usage based insurance data enables to sharpen the customer profile - New intelligent devices create additional touchpoint and channels - New dynamic insurance products are emerging Source: Life and Health Insurance Foundation for Education and LIMRA Int Insurance Barometer Study

4 Insurance shoppers use on average 11.7 sources of information to make their purchase decision Google/Shopper Sciences, Zero Moment of Truth Study Insurance, Apr 2011

5 EVERY JOURNEY IS UNIQUE AND EVERY POINT OF ENGAGEMENT MATTERS

6 A solution to manage the new insurance customer experience consistently across all touchpoints Digital channels Traditional channels Internet of Things Web Mobile Social media Aggregators Agencies - Banks - Intermediaries Call Center Experience Management / Omnicommerce Connect Marketing Commerce Sales Service Omnichannel Customer Data Management Insurance Back End Quotation & U/W Policy Admin Claims Billing Analytics

7 HYBRIS COMMERCE IN DETAIL

8 A modern customer portal requires 1. RICH CONTENT FOR MARKETING & PRODUCTS 2. PERSONALIZATION AND RECOMMENDATION 3. SEARCH ENGINE OPTIMIZATION 4. FULLY INTEGRATED MOBILE SOLUTION 5. AGENT / BROKER INTEGRATION 6. INTERFACE TO PRODUCT & QUOTATION APPLICATIONS 7. INTERNET OF THINGS / USAGE BASED INSURANCE 8. POWERFUL MASTER- DATA MANAGEMENT 9. FLEXIBLE, MODERN, SCALABLE PLATFORM

9 1. RICH CONTENT FOR MARKETING & PRODUCTS

10 ALL SITES AND DEVICES MANAGED FROM A SINGLE WCMS

11 Typical product engine s scope too limited for rich product communication PIM PCM EDITORIAL CONTENT PRODUCT VIDEOS SEARCH FILTERS IMAGES (HI-RES & LOW-RES) PRODUCT DESCRIPTION RICH PRODUCT PRESENTATION USER-GENERATED CONTENT CATEGORIES PRODUCT FEATURES CAMPAIGNS PROMOTIONS LINE OF BUSINESS COVERAGE PREMIUMS UNDERWRITING REQUIREMENTS

12 Product marketing content Rich-media content helps to advertise products on all channels Allows for inclusion of animations and videos Is the central repository for advisory and sales collaterals for brokers & agents Integrates with social media platforms for interactions and social campaigning Helps to boost search engine ratings

13 2. PERSONALIZATION AND RECOMMENDATION

14 Advanced Personalization With hybris

15 Personalization and recommendation User experience is driven by customer profile Personalized product recommendations White-labelling can address personal brand preferences Promotions / discounts based on customer value Customer loyalty programs are fully integrated

16 3. SEARCH ENGINE OPTIMIZATION

17 Search Engine Optimization is impacting your marketing budget significantly TOP 20 Keyword Categories Percentages to the number of keywords in the top keywords that belong to that category.

18 High Quality Content drives SEO traffic

19 Search Engine Optimization with hybris Summary of Features Benefits Possibility to add rich product content with hybris PCM Metatag and attribute adding functionality Save costs and marketing expenditures by winning more customers through organic search results Possibility to add detailed product descriptions and editorial content Guided Navigation functionality Acquire new customers and increase sales through higher search engine ranking Possibility to add product reviews and comments Website optimization with personalized landing pages Create user optimized landing pages based on customer behavior

20 4. FULLY INTEGRATED MOBILE SOLUTION

21 Fully integrated mobile solution RESPONSIVE DESIGN BASED ON HTML 5 OR NATIVE IOS & ANDROID APP SDK

22 5. AGENT / BROKER INTEGRATION

23 Workplace for insurance Agents / Brokers Agents/Brokers can be contacted by the customer at any time during research or quote process Find an agent functionality based on proximity, availability and credentials Customer & Agents/Brokers can collaboratively work on the same quote Collaborative appointment setting

24 6. INTERFACE TO PRODUCT & QUOTATION APPLICATIONS

25 Interface to Product & Quotation Applications Generic integration to SAP and Non-SAP prduct & quotation engines Product Lifecycle Mgmt Replication of commodity Product Content (eg. Travel insurance) Webservice Call for complex products Hybris Commerce Quotation Mgmt Quotation application can publish Questionnaires to hybris UI Quotation application owns underwriting processes

26 7. INTERNET OF THINGS / USAGE BASED INSURANCE

27 Internet of things / Usage based insurance Usage data is enriching customer profile Intelligent objects can act as new touchpoints or even channels (eg. Nav-Unit in Car) Hybris supports subscription pricing reflecting the usage of the insured object (eg Bonus/Malus depending on driver score) Data integration / aggregation through predefined interfaces to hybris Marketing

28 8. POWERFUL MASTER DATA MANAGEMENT

29 hybris product content management (PCM)

30 9. FLEXIBLE, MODERN, SCALABLE PLATFORM

31 hybris Architecture the Four Keys to Success STATE OF THE ART POWERFUL FLEXIBLE SIMPLE

32 A scalable Platform for large organizations B2C AND B2B B2C B2B Replace decentralized local solutions in favor of a global PCM/B2B/B2C platform Single solution for local market adoption in 28 countries 2.8B USD Rev 200,000 orders a day 8M registered users 20 languages 8M nespresso club members ~200 nespresso boutiques Multiple sites live single instance 1M products Marketplace SKU 1000 s of merchants Online betting / gaming 8000 transactions / sec 2.2 B online revenue 21%revenue increase 17% Online Orders up 3% increased AOV 2 M customers 1 M products orders a day 5 languages 4 currencies 30M price rows

33 Key Value Proposition - Search engine optimization: Save marketing money right away - Omni-channel process orchestration: Cover the entire customer journey - FS Accelerator: Deliver solutions faster - Hybris Marketing: Boost conversion rates

34 ANALYST S VIEW

35 SAP/hybris leads gartner Magic quadrant for digital commerce GARTNER SEPTEMBER 2014 Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

36 Both leading analyst firms rank hybris leader among top 2 or 3 FORRESTER B2C WAVE, SEPTEMBER 2012

37 Both leading analyst firms rank hybris leader among top 2 or 3 FORRESTER B2B WAVE, SEPTEMBER 2013

38 EARLY CUSTOMER SUCCESSES

39 Key Launch Customers around the world

40 Reference Case: Money Supermarket 2013 UK Financial Website of the year

41 Reference Case: Money Supermarket.com 2013 Website of the year The Brief Migrate 22 silo based websites onto hybris Integrate with MSM SOA back end The Solution hybris implemented including promotions, WCMS under business control hybris PCM modified for Financial Services product Single view of customer and quote history implemented Facts & Figures Live in 4 months Multi-channel responsive design: web, phone, tablet, call center

42 Benefits Summary Only commerce solution with insurance specific content Digitalization depends on the ability to seamlessly connect the processes. Hybris commerce for insurance already contains all the necessary adaptors Benefit from Best Practices and Functional Fit Insurance Industry Solution based on leading customer experience platform Top line growth Leverage online channels to attract business via best-in-class SEO & omni-channel Reduce Claims & Service Cost Online Self Service with native Call Center Integration Mitigate Channel Conflicts Include Agents & Brokers in the cross channel purchase process Business Flexibility in a rapidly changing environment Agile Architecture The last customer experience platform you ll ever need Achieve higher Customer Engagement and Premiums Targeted Customer Experience optimizing conversion rates Fast time to value Rapid implementation due to best practices templates Consolidate & Grow Shield end user experience from backend complexity across LoBs and M&A transactions

43 We offer live webinars to you & our partners regarding the CEC portfolio 27th April SAP CEC for Insurance Industry 8th May 11th May 19th May hybris commerce, launching the hybris insurance accelerator Cloud for Customer - Insurance Edition hybris marketing for Insurance

44 Internal: Jam pages Customer Engagement & Commerce for Insurance VISIT US: OVERALL: CE&C for Insurance IoT: IoT for Insurance COMMERCE: hybris Commerce for Insurance MARKETING: hybris Marketing for Insurance SALES&SERVICE: C4C for Insurance

45 THANK YOU. <Name >

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