Pega Sales Automation for Insurance

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1 Pega Sales Automation for Insurance Release Notes 7.13 Overview Pega helps carriers meet the competition head on by accelerating agent channel production and ensuring that agents are poised to sustain and grow a profitable book of business. Designed to suit the specific needs of the agent channels, Pega Sales Automation for Insurance (SFAI) bridges enterprise silos to provide agents with real-time data on policyholder value, needs, and propensity. Pega marries actionable intelligence with proven sales techniques the processes that are the hallmarks of top performers and makes this powerful combination available for every agent to leverage in any sales pursuit. By using this dynamic sales solution, carriers can dramatically improve the effectiveness of their representatives by helping them: execute value-added sales activities, customize personalized and relevant cross-sell, up-sell, and retention offers, and instantly adapt strategies to the specific characteristics of each opportunity. SFAI adds the ability to: Empower financial representatives to sell better. SFAI institutionalizes best practices and leverages policyholder insight to assist every representative through the optimal process during each sales interaction. The optional Next-Best-Action capabilities combine rulesdriven processes with adaptive analytics to advise representatives on the sales activities, processes, and offers with the highest likelihood of driving conversions. Integrate the front and back office. The application supports representatives with a sales solution that links front and back office to automate fulfillment at the point of interaction. It also eliminates manual sales processes, and maximizes the value of existing systems, with a unified desktop that integrates the sales tools, processes and resources representatives needed to convert sales in real time. Agile solution adapts to channel needs. The flexible agent solution, powered by Pega Build for Change technology, can be deployed in the way that best suits your organization. You can respond to competitive challenges and speed time to market with a solution that can be rapidly configured, specialized, and deployed on cloud or on premise. SFAI 7.13 Release Notes 1

2 About this Release SFAI 7.13 creates a new Insurance application based on re-architected the Pega Sales Automation (SFA) 7.13 foundation solution. The B2C capabilities that previously existed in SFAI versions 6.2 through 7.12 are now part of SFA. For more details about the SFA features that are exposed and leveraged by SFAI 7.13, see the SFA 7.13 Release Notes on the PDN. New features in SFA 7.13 include: Guided selling with Case Lifecycle Management Prioritizing next best sales offers across a representative s portfolio Pega 7 Mobile Client Application with geolocation and push notifications Enhanced user interface, with UI-Kit-7 standard formats and styles Simultaneous support for B2B and B2C selling modes Extended support for Partner-led (Agency) selling model Collaborative selling with co-browsing Qualitative forecasting (weekly opportunity updates) Graphical customer engagement trends New data merge and bulk upload tools Insurance Policy Functionality SFAI 7.13 can create and manage a contextual representation of customer policy data. This can include a policy that was sold by the carrier and is maintained on a Policy Administration System within the carrier s enterprise, and it can include a policy that was sold by a competitor and is maintained on a Policy Administration System within the competitor s enterprise. SFAI 7.13 Release Notes 2

3 Policy information is shown within the context of an account for both business (B2B) and individual (B2C) customers. Policy Features The following table lists the SFAI policy feature by policy type. Additional policy features include a filterable Policy List and a Policy Report. Policy Type B2B Selling Mode B2C Selling Mode Internal Upload Upload Add/Enter N/A Get Policy (Integration to PUI) N/A External Upload Upload Add/Enter N/A SFAI 7.13 Release Notes 3

4 Internal Policies Internal policies are sold by the carrier (insurance company) that is hosting the SFAI application. Typically, a policy contract is stored on a system of record within the carrier s enterprise. Occasionally, the policy data resides on an application that is maintained by a (TPA) third party administrator or a (BPO) business process outsourcer. If the policy is Internal, the carrier is insuring a risk and collecting premium. SFAI 7.13 ships with an integration to Pega Underwriting for Insurance Commercial Lines (PUI CL) 7.13 for B2B policies. External Policies External policies represent policies purchased from competitors by the carrier s prospects or customers. Information about external policies is helpful for many reasons, including: Helps agents avoid offering a customer a product they have already purchased. If a customer already has a policy with a competitor and they do not want to be offered a new product of that type, the agent can enter as much as they know about the external policy in the customer s account. Can be used to calculate customer lifetime value and to run marketing campaigns that use customer lifetime value. Can be used to create a needs analysis for a customer or prospect, and can help identify gaps in protection (that is, risks that are not currently covered by insurance). Prerequisites The software required to install and run PegaSFAForInsurance:07.13 is: PRPC or greater SFA 7.13 (and the Pega 7 Hot Fixes listed in the SFA 7.13 Installation Guide) SFA HFIX Optionally, PUI CL 7.13 (used for B2B Policy integration) Supported Databases The databases supported in this release are: Oracle IBM DB2 PostgreSQL SFAI 7.13 Release Notes 4

5 Known Issues Because of the competitive, fast-paced nature of enterprise software development, it is not always possible to address every issue, interoperability concern, or imperfection in every release of a product. The primary goal of Pega is to ensure the success of our customers. This table describes the known issues that may occur in this release. ID Description Cause Suggested Resolution BUG Policy label has a colon in the Cosmetic Recent List during create BUG Focus switches back to Detail tab after Policy add Click on tab to be in focus as a workaround SFA BUG Bulk Upload allows mixed cased IDs, which do not show on screen Use all uppercase case object IDs in bulk upload input files as a workaround Note: To submit new issues or find out more about known issues, go to My Support Portal on the PDN. Be sure to reference the Issue ID in your communication. Documentation The following documents are available on the Pega Developer Network (PDN): Pega Sales Automation for Insurance 7.13 Installation Guide Pega Sales Automation for Insurance 7.13 Implementation Guide Pega Sales Automation for Insurance 7.13 Business Case Use Guide Pega Sales Automation for Insurance 7.13 Sample Application Tech Note SFAI 7.13 Release Notes 5

6 Copyright 2015 Pegasystems Inc., Cambridge, MA All rights reserved. This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA Phone: (617) Fax: (617) Pega Sales Automation for Insurance Document: Release Notes Software Version: 7.13 Updated: SFAI 7.13 Release Notes 6

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