Smart Mobility Insurance. connecting. with your customers this is now insurance. Your business technologists. Powering progress

Transcription

1 Smart Mobility Insurance connecting with your customers this is now insurance Your business technologists. Powering progress

2 Your customers are on the move. Are you moving with them? A strategy for mobile services Your customers are living life on the move. The way they communicate has changed and so has the expectation of how they access, and buy, your services. It s not enough simply to provide SMS alerts or an optimized mobile version of your web site. In some senses connecting with customers has never been easier as digital channels open up new opportunities to reach them based on time, location and context. But to do this successfully requires a carefully developed and implemented Smart Mobility strategy. You need to deliver applications that support the way customers want to interact with you. Giving them new interactive services at the right time, the right place and the right moment that will differentiate your business. Customerfacing activity must deliver growth and protect existing revenue streams. On the one hand, it requires smart devices, and on the other hand, a heavily virtualized and increasingly cloudbased delivery medium. Therefore only end-toend solutions allow you to do so. Furthermore, the emerging connectivity everywhere concept will enable insurances to drive new business models with industrial partners that embrace a new Smart Mobility services strategy. As a matter of fact, with the arrival of connectivity in cars or the new e-health services, insurance companies are now able to better understand the habits of their customers and therefore provide more personalized and less risky insurance contracts. This is what we deliver with Smart Mobility. This is now insurance. The Smart Mobility Insurance revolution Successful insurers need the agility to manage dynamic markets and to face the new challenges to achieve key business objectives. Wider choice threatens customer loyalty. Disintermediation makes multi-channel servicing harder to achieve. Fraud, corporate risk aversion and consumer uncertainty are all major threats to profitability targets. Many insurers are preparing for these changes with Atos now insurance solutions. They are driving cost-effectiveness across the enterprise, while engaging customers with innovation. They are replacing antiquated legacy systems to pave the way for true business transformation and extend the customer value chain outside their company. Our solutions give the ability to move swiftly and decisively, build strong and lasting customer relationships and identify and control fraud and other risks. These are the foundations of a profitable and sustainable business and your choice of platform will make a critical contribution. Shaping the future A revolution is coming in the form of a new generation of intelligent applications that can adapt to your immediate situation and deliver real-time and relevant data. These applications are transforming the way organizations interact with their customers and turning customer loyalty into customer immediacy. This goes beyond the applications available today by integrating the main mobile platforms and the Atos approach of context based services, anticipating the needs of users and giving them information that is time, location and situation specific. Companies that move fast and embrace the new models have the chance to take a lead on the competition, shaping the future rather than being shaped by it. With more than 1,000 specialists in mobile and context services, Atos already has the expertise to deliver the components of Smart Mobility solutions. We have proven services across industries such as worldwide telematics services for major car and truck manufacturers, mobile healthcare services to manage diabetes, dependence or controlling the access to drugs, innovative next-generation of mcommerce service to provide a seamless experience for customers at home, in the shop or in mobile banking with the implementation of a new peer-to-peer mobile payment system. The pace of change is fastest in the service sectors and the insurers ecosystem is becoming a mobile digital media marketplace. Channel shifts are a logical and inevitable consequence. Adapting requires insurers to adjust their multi-channel strategy and customer insight. 2 Connecting with your customers this is now insurance

3 What they are and who they connect to Enablers Atos services The user experience Atos services Regulators New mobile devices Connected vehicles MyCity Personalized Interactive Secure Where people are Profitable business When they are there Connected patient Smart Stadium Compliance Contextual data Mobile banking Mobile parking Standard Smart shopping (MobiRet) What they are doing there Mobile insurance B2B partners Integrated passenger Mgt Flexible Visible Complete Smart fuel station Security Atos Smart Mobility Integration Platform Insurers should act like media companies Insurers create, publish, move and share content in a similar way to media companies. Every type of content that claims professionals create or consume must now be moved through some form of media such as , IM, web conferencing, or videoconferencing. Creating and delivering content in this way enables communication or collaboration between participants to adjudicate, investigate, or resolve the claim. At the time of First Notice of Loss (FNL), insurers should create two digital entities to support communication and collaboration: first, a dynamic list of identified claims professionals who may be involved in managing the claim; second, a Virtual Claims Community (VCC) where claims professionals, service providers, and others can collaborate. The emerging mobile media sphere redefines the nature of almost every interaction through real time or near-real time speed of claim completion, immediate accessibility of information, and interactivity between each other on a wherever, whenever, or however basis. Connecting with your customers this is now insurance 3

4 Changing behavior in a new ecosystem Making Smart Mobility an integral component of your business model involves implementing new processes and new technologies a new ecosystem. However, it s also about establishing the incentives needed to change the behavior of your customers, business partners and employees. Atos will work with you to articulate and drive these messages of change: Next generation of mobile services is driven by new business models For customers you need to create a buzz around new services with your target customers, taking full advantage of the fact that today word of mouth via social networks is a powerful driver of uptake For partnerships you need to attract new and profitable business partnerships (like pay as your drive or pay as you care solutions) through the strength of your proposition and the value of your contextual data. But first you will need to open new dialogue, frequently with organizations unfamiliar with the concept of Smart Mobility For employees you need to get the buy-in of your own people, with an innovative user experience, so that they become champions of Smart Mobility nsurance. Full business potential of mobile service provider Business potential Scope of todays most mobile service provider scenarios Features Services increase overall value of a product, but limited willingness to pay for it Value added services Services deliver distint value by using contextual data which increase the willingness to pay for it Business improvements Services provide opportunity to improve the business of the client (e.g. availability of data improves monitoring Further potential Services may provide value add for other stakeholders (e.g. anonymized mass data may be used for advanced analytics) 10% 30% 30% 30% The insurance app store Atos is the trusted partner on your journey to realize your Insurance App Store through an innovative solution that can facilitate apps distribution and management in your organization. Our multiplatform App Store solution is white label, enabling you to brand it for customers, and is suitable for smartphones and tablets. The My Atos Insurance App Store provides a secure server platform to centralize the deployment of apps operations in your IT department, including a submission web tool to manage QA process before publishing in production environments. To back this up, we can also give you a testing and approval service to support your internal team. Concentrate on services with a significant value add Build a hub of contextual data to exchange information with stakeholders Leverage full business potential of online services including business improvement Focus on stakeholders with a high willingness to pay Be attractive for customers Reduce time-to-volume. Features: Integrated Value chain for Claims Management Jenny s involved in a minor traffic accident when she hits the car in front of her. At the scene she instantly reports her accident via the My Atos Smartphone Mobile Insurance App. This guides her through the process of how to log the incident with a description and pictures, witnesses and the counter-party along with help to get back on the road. It also gives her key follow-up actions. Your customer benefits Empower customers with mobile claims capture and real-time policy information Enable them to create a claim through any mobile device, passing on all relevant information, including location, photos, and so on Provide mobile access to comprehensive information regarding their coverage Delivers real time mobile tracking and tracing app updates on claims status and next actions. 4 Connecting with your customers this is now insurance

5 Your business benefits Improved customer experience Reduced call center impact via more direct resolution First time right registration and accurate claims reduces claims management and fraud Extend value chain beyond primary process as the customer logs events directly in the app Reduced cost-to-serve Improved lead time and greater insight Add functionality such as status tracking and or cross and up-selling via the app. Value Added Services and Further Potential: new ways of distribution in context insurance offerings Consumers sometimes handle unconsciously in uninsured situations that might have great impact on their lives. Pro-actively serving consumers, by means of Atos contextual services, insurers can guide them on their here and now situation, informing them on possible risks of being uninsured. Allowing the consumer to buy insurance products one click away from their situation, for instance based on the duration of risk exposure. Therefore, insurers can be precise in their offer and maintain tailored pricing models leveraging customer intimacy and operational excellence at the same time. One of our examples is about special sports that are usually not covered by standard casualty and liability policies. Take for example the situation of bungee jumping or sky-diving that your customer might partake into during a vacation, not realizing that they are not or insufficiently insured. With Atos Smart Mobility Insurance we can enable you to provide a verifying and addon service to your end-customer. Your customer benefits Enable them to be guided on any mobile device, passing on all relevant contextual information, including location and empower customers with context applied insurance offerings Provide mobile access to comprehensive information regarding their coverage Provide real time mobile tracking & tracing app updates on guidance on possible claims. Your business benefits Improved customer experience Reduced call center impact via more direct resolution Increased revenues due in context offered insurances Extend value chain beyond primary process as the customer logs events directly in the app Reduced cost-to-serve Improved lead time and greater insight. Business improvements: Creating new business models Auto insurers are facing significant challenges. The market is highly regulated with limited ability to differentiate except on price. Customers have easy access to market information, so changing providers is not a problem. Insurance companies are therefore seeking new ways to differentiate themselves, lower the cost of claims, boost customer loyalty and give them competitive advantage. With its Pay-As-You-Drive solution, Atos offers a telematics-based solution that enables auto insurers to establish premiums based on actual vehicle use and risk, rather than traditional static empirical values. Your customer benefits Differentiate from your competitors and extend your market share Create new and innovative insurance models to reduce the cost of claims Gather more information about your customer s actual driving behavior Increase customer loyalty by expanding emergency and vehicle services. Your business benefits Increased profitably and reduce risk through accurate market segmentation and tailored prices Base price according to actual risk profiles and reward good driving habits Create competitive advantage Offer features to add value to the insurance product. Connecting with your customers this is now insurance 5

6 Building your Smart Mobility Insurance Architecture With a comprehensive mobile infrastructure it is important to bring order in the mobile chaos. Smart Mobility Insurance is based on a Mobile Enterprise Application Platform (MEAP.) The use of the MEAP platform provides some key benefits for the insurance apps in your app store: High portability as the platform is device and OS-agnostic Access to any back-end database High scalability to support growing numbers of users, and devices One set of management and security tools that support all applications and devices. The benefit of MEAP to your business is: Lower total cost of ownership: you can simplify and accelerate the creation of business process mobilization without the need for own development resources Faster time to market: quickly develop innovative application to task and knowledge workers, and scale easily from small to large user numbers Integration: ability to mobilize you entire enterprise, applications, business processes, device management / provisioning, all within a single integrated infrastructure, targeting multiple different mobile device types Staying current: the platform is designed to provide steady updates from enterprise information resources directly to end user devices with no effort required from the user. Why Atos? Smart Mobility is an area of strategic focus for Atos. We are committed to innovation, with a proven ability to deliver transactional services and mobile applications. Through our new suite of services we aim to be a leading smart mobility solution provider, enabling our clients to securely deliver context aware services based on a commercial model that uses transactional-based pricing. The Smart Mobility services from Atos focus on four different mobile user profiles: Mobile Customer providing information on the nearest/best/cheapest product/service, in line with your current status, location and other criteria Mobile Citizen service availability updates, alerts, in line with current status, location etc. and providing the opportunity to cooperate and interact accordingly Mobile Employee access to the necessary data and services in line with your current position and authorizations Mobile Community Member Manage access and interactions with various communities such as family, friends and peers. Each one is focused on anticipating the needs of the user and providing tailored information to enable them to make an informed decision at purchase. Just as we put context at the core of Smart Mobility, we will do the same with you whether the focus is on maximizing the benefit of mobility within your own organization, or making it the catalyst for new market-changing revenue streams. We also have depth of business and technology expertise in a wide spectrum of industry sectors. This becomes especially valuable in Smart Mobility. Atos brings a host of complementary capabilities to the new world of Smart Mobility. Foremost among these is our Context Broker Platform, from which you launch your own enterprise initiatives. But this is just the starting point. Mobile payment; e-ticketing; and fully outsourced loyalty program management all add exceptional value and that s before we consider augmented reality and geo-location. Next steps What we do next depends on you. If you are already assessing the strategic implications of mobility for your own company, we d like to suggest spending some time with our Smart Mobility team to think about how these developments can help you capitalize on current initiatives. We d like to show you some of the model scenarios we have developed. Most importantly, we d like to discover the raw data hiding within your organization that could be the catalyst you need for powerful Smart Mobility solutions. Your business technologists. Powering progress 6 Connecting with your customers this is now insurance

7 Connecting with your customers this is now insurance 7

8 About Atos Atos SE (Societas Europaea) is an international information technology services company with annual 2012 revenue of EUR 8.8 billion and 76,400 employees in 47 countries. Serving a global client base, it delivers Hi-Tech Transactional Services, Consulting & Technology Services, Systems Integration and Managed Services. With its deep technology expertise and industry knowledge, it works with clients across the following market sectors: Manufacturing, Retail & Services; Public sector, Healthcare & Transports; Financial Services; Telecoms, Media & Technology; Energy & Utilities. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic and Paralympic Games and is quoted on the NYSE Euronext Paris market. Atos operates under the brands Atos, Atos Consulting & Technology Services, Atos Worldline and Atos Worldgrid. For more information, visit: atos.net For more information, contact: dialogue@atos.net atos.net Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud and Atos Worldgrid are registered trademarks of Atos SE. April Atos.