How mobility improves the insurance sales process

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "How mobility improves the insurance sales process"

Transcription

1 How mobility improves the insurance sales process White Paper Stephanie Wolf Business consultant, IBM Business Consulting Services

2 Page 2

3 Page 3 Contents 3 Executive summary 3 Becoming an on demand business the trend in insurance sales 4 Streamlined sales two approaches 8 Understanding the business value delivered by mobility in the sales process 12 Qualifying the benefits of mobility 14 Quantifying the benefits of mobility 17 Improving sales force effectiveness 18 In summary Executive summary In the on demand world, insurance companies are working to transform their processes to support increased efficiency and flexibility in the marketplace. Resilient, integrated organizations have a competitive advantage, and improving the sales process can help boost bottom lines. Adding mobility capabilities to the insurance sales process is one area of opportunity for streamlining processes and reducing costs if mobility is properly linked to business process enhancement and systems integration. Mobility can be deployed with multiple technologies and should be considered by the insurer s sales organization as it transforms itself into a responsive, flexible, on demand enterprise. In some cases the gains in productivity can be as high as 30 percent. By helping companies leverage technology to solve business problems, IBM helps bring business value to the insurance industry through the proper implementation of technology in accordance with business goals. Becoming an on demand business the trend in insurance sales To acquire on demand capabilities, insurers begin by building on demand operating environments information technology (IT) infrastructures that support resiliency and flexibility in the marketplace. This process includes modernizing or replacing legacy systems and moving toward a more componentized operating model. Once a business process, with the enabling technologies and organization, has been isolated into its components, insurers have the option of examining discrete capabilities along process, organization and technology dimensions to optimize the value of their IT systems. By focusing on high-value-added, differentiating capabilities and aligning the economic model with business and operating strategies, business component modeling approaches and virtual business capabilities can create real business value. Several key technology enablers help drive this value.

4 Page 4 The efficiency gap is quite stark. Streamlined sales two approaches Early insurance carrier systems for sales support/product applications, policy administration or customer information were only partially integrated and tended to support a single line of business rather than being compatible with IT systems across the enterprise. The sales processes themselves were mainly manual and paper-based, and they had to work across multiple system boundaries in order to generate a proposal and process the contract. This led to unnecessary duplication of effort and technological capacity, and tended to make the business process far less efficient than it could be. In fact, the efficiency gap is quite stark. Several 2002 IBM wireless and mobility survey projects that focused on field force automation identified significant benefits that could be obtained by introducing mobility technology into core business processes. 1 These studies found that mobility solutions could help reduce call center traffic by as much as 30 percent, while increasing dispatch efficiency by up to 20 percent and field force efficiency through improved skills-based routing by up to 15 percent. While these figures refer to companies outside the insurance industry, IBM believes that insurance companies can achieve similar results from wireless technologies. In a 2003 survey of insurance agents, 2 58 percent said they spend too much time on administrative tasks, and 79 percent thought improving the sales system could significantly reduce administration time. Also, 52 percent said an up-to-date sales system could increase the number of new deals, while 34 percent thought it would also reduce customer cancellations. Adding mobility to the sales process can help companies realize these benefits. There are two approaches to determining how to take advantage of mobility: through modernization or through transformation.

5 Page 5 A modernization approach preserves and leverages IT investments by integrating new techniques into the existing infrastructure. Modernization strategy A modernization approach preserves and leverages legacy IT investments by integrating new technologies into the existing infrastructure. This strategy is most effective when core insurance systems and processes provide good, cost-effective functionality, but new capabilities are needed to capitalize on revenue growth or cost reduction opportunities. Typical modernization initiatives focus on: Front-end enhancements such as mobility and/or Web enabling of existing enterprise applications Replacing one solution element with a more modern one, without redesigning the entire solution. For example, many insurance companies are now replacing their existing user interfaces with Web-based versions. They re adding functionality at the front end, using technologies such as IBM WebSphere Portal software. The portal can serve as the base for mobility extension of functionality to multiple mobile device types through IBM WebSphere Everyplace Access software. Transformation strategy A transformation approach turns inflexible or unresponsive core insurance systems into more powerful engines to drive your business in an increasingly competitive and interconnected world. This strategy is most effective when core insurance systems and processes cannot be reverse engineered, and when their limitations are no longer acceptable.

6 Page 6 In IBM s experience, insurers typically execute successful core transformation in a phased approach. When transforming systems, insurance companies can choose to: Develop customized solutions using a component-based approach for designing their business application architecture Purchase and deploy comprehensive third-party vendor packages and/or components Use a combination of both customized and vendor solutions the most likely option. Building a fully customized solution may be appropriate only for the largest insurance companies. The decision will be based on the overall strategic vision of the enterprise, taking into account the size of business, the degree of customization required and the performance needed to support high transaction volumes. In these cases, packaged offerings are often useful in the interim, while a longer-term customized solution is constructed. Whatever the approach, one thing is imperative: new systems must be integrated around a unified IT architecture. Where this foundation does not yet exist, it must be created. In IBM s experience, insurers typically execute successful core transformation in a phased approach, whereby each phase must deliver clearly defined business value in support of the core process master plan. One such value-oriented phase is centered on mobility. It can be implemented either as part of a modernization strategy or as a precursor to transformation initiatives, allowing remote workers to gain security-enhanced access to back-end sales systems without requiring application modification. It can also allow office-bound workers to respond to messages that remote workers generate, or it can trigger

7 Page 7 IBM offers a roadmap to help insurers find the best approach to meet their unique business needs, including mobility considerations. messages to remote workers. This allows a company to start quickly and simply, providing substantial business benefits before the broader transformation initiatives are complete. IBM offers a roadmap to help insurers find the best approach to meet their unique business needs, including mobility considerations. In developing such a map, a review of the insurer s needs might include: Core insurance diagnostics, to assess current capabilities and identify areas where additional value can be created The identification, validation and selection of near- and long-term strategies to drive improved business performance. These strategies could include modernization, optimization and transformation. A review of the IT infrastructure to determine whether it is capable of supporting new business and IT strategies A review of the business impact of technology to create an integrated workforce mobility plan that combines technology with business strategy to drive competitive advantage and differentiation. As part of the latter review process, various sales scenarios that include mobility have been developed, based both on IBM s experience and on recent industry trends. These scenarios have two focus areas: Understanding the business value expressed in both qualitative and quantitative measures of improvement that can be delivered to a transformed sales process Recommending the hardware and software and associated services required to implement the scenario.

8 Page 8 Many companies now see that the simple extension of the existing Webbased access to mobile users can be accomplished without changes to the legacy application. Understanding the business value delivered by mobility in the sales process To realize the sales benefits of mobility, you must examine the sales process and the way in which current efforts have already expanded the connectivity outside the walls of the insurance company. Many insurance companies have extended existing and personal information management by adding mobility capabilities to existing laptops, or by acquiring hand-held mobile devices that specialize in delivering these functions. Many companies now see that the simple extension of the existing Webbased access to mobile users can be accomplished without changes to the legacy application. However, while this approach is a good start, it will achieve only limited benefits based on the level of integration among legacy systems. More dramatic benefits can be achieved over time with the transformation of legacy systems to take full advantage of what mobility can offer today. Figure 1: Mobility opportunity in the insurance sales process Suspect/qualify prospect Qualify for coverage Manage proposal/produce new business Identify/evaluate needs Produce quote Agent Contact prospect Conduct initial interview/ schedule Capture/ prioritize needs Collect information to determine Perform initial trial close Handle objections Present proposal Present to customer Conduct interview Create value proposition Generate formal proposal Handle changes Close deal Assistant Sort list for agent territories Issue complete policy doc Create list of potential prospects Perform QA on new policy Underwriter Determine eligibility Produce Quote Mobility opportunity

9 Page 9 Data is transmitted wirelessly to agents, enabling them to receive these lists not only at the office, but also while on the road visiting customers. Let s now look at five phases of the sales process and highlight the potential benefits that can be achieved through mobility, as well as the impact of mobility on each of the sales phases referenced at the top of figure 1. Phase 1 suspect/qualify prospect More accurate and timely client information means an increased number of qualified leads, which allows the agent to focus on the right customers. Leads may be captured regardless of how they are received and which distribution channel will be used for follow-up. The agent s productivity is improved by reducing the time spent on phone calls or visits, and by having more flexibility in scheduling initial interviews. Internal employees produce focused customer lists for a special marketing campaign by using an up-to-date and integrated customer relationship management system that collects customer data from all possible sources. This data is transmitted wirelessly to agents, enabling them to receive these lists, not only at the office but also while on the road visiting customers. Agents can now use the time between customer visits to call prospects and schedule new interviews; they can also react promptly to new offers while visiting customers. Having all customer data available whenever agents need it facilitates the interviews and allows a more focused customer approach.

10 Page 10 Using a mobile solution, they can check the customer s history, use tool-based interview guides and sales tools, and have all product information ready, even for unexpected customer requests. Phase 2 identify and evaluate needs Up-to-date customer and sales support information gives a better overview of the customer s needs and can enhance cross- and upselling. Tool-based interview guides support the gathering of relevant information and help choose the right product for the right customer. Once the prospect is identified, it s important for agents to capture the customer s wants and needs. Using a mobile solution, they can check the customer s history, use tool-based interview guides and sales tools, and have all product information ready, even for unexpected customer requests. Armed with the supporting information, agents can identify the customer s needs and respond properly by generating an appropriate proposal. As a by-product, all captured customer data is directly documented in the system and, based on an integrated solution, can be used by the call center to answer subsequent customer requests. This can increase the quality of both the advice and the customer service, enhance customer satisfaction and enable the agent to realize cross-selling and up-selling potential. Phase 3 qualify for coverage The mobile solution leads to quicker eligibility checks and improves agents productivity. Improving the quality of customer information enhances credibility and trust, leading to increased customer satisfaction. The mobile solution helps agents collect relevant customer data for the eligibility check.

11 Page 11 Agents can capture all customer information directly in the application form and submit it to the back office. For simple products, the check can be automated and the customer can get a prompt response. For special cases, the agent can send the data directly to the underwriter, who, with complete and relevant information, can react quickly to requests. In most cases, the agent is able to generate an appropriate proposal during the first meeting with the customer. This means reduced cycle time, reduced travel time and reduced administration time, and thus increases productivity for the agent, while helping to ensure better advice, reliable information and enhanced agent credibility for the customer. Phase 4 produce quote For a simple product, the agent can submit applications for straightthrough-processing and get real-time quotes, which improves the agent s productivity by reducing administration time. The tool-based application helps capture more complete information, which leads to a more accurate price, helping to increase the number of closed deals. Agents can capture all customer information directly in the application form and submit it to the back office. They then have a chance to directly handle possible objections, get a quote in real-time and present an approved proposal. If the client signs the proposal promptly, the agent can inform the back office right away, without having to fill out any further forms at his or her office. This saves valuable administration time and enables the agent to focus on customer-related tasks. Of course, these outcomes are based on the assumption that both frontoffice and back-office systems (such as policy administration systems) are well integrated.

12 Page 12 Typically, going through these five steps of the sales process has taken more than one meeting with the customer, but a mobile solution can potentially close the deal during the first visit. Phase 5 manage proposal/produce new business A mobile solution reduces cycle time associated with binding the policy by capturing more complete and relevant data. Administrative time is reduced by eliminating paper-based work. The agent has already negotiated the contract with the customer and the proposal is approved by the back office. All customer data is already in the system. If the customer signs the proposal promptly, price and conditions are well understood and the policy can be issued at once, without any paperwork by the agent. Alternatively, if the customer wishes to think about the proposal for some time, they can address possible questions to the call center or the agent. An answer is easy to obtain at any time, because customer history and proposal details are already captured in the system. If price and conditions have changed, a new proposal matching the customer s needs can be generated expeditiously. Typically, going through these five steps of the sales process has taken more than one meeting with the customer. But a mobile solution, combined with a proper integration of front-office and back-office systems and the immediate availability of back-office functions, can enable quick data exchange and potentially allow the agent to close the deal during the first visit with the customer. Qualifying the benefits of mobility The preceding section enumerated where many of the qualitative benefits of mobility can be found in the five phases of the sales process. The likely benefits have been summarized without indicating the degree of improvement in accelerating processes, in enhancing communication or in improving the efficiency and effectiveness of the agent and the internal staff. IBM Business Consulting Services has developed a Microsoft Excel tool, called the Benefits Assessor, which can be used to identify those

13 Page 13 Analysis of both the initial ratings and responses to the questions are then presented in a graph format. areas of the process in which sales and back-office staff believe they will find the greatest potential benefit. The tool asks the sales department for an initial rating of each of the five phases of the process, ranging from 1 very weak to 9 very strong. The tool then presents a series of questions asking respondents to indicate how they feel about a particular statement. The responses run along a range from Yes, significant improvement can be expected to No, significant worsening may occur. Analysis of both the initial ratings and the responses to the questions are then presented in a graphic format (see figure 2), indicating at a glance where mobility might provide the greatest return. In the sample below, based on the current state (the lighter line) and the answers provided (the darker shape), the areas of the greatest benefit are in the identify and evaluate needs and manage proposal/produce new business phases of the value chain. Figure 2: Qualitative benefits of mobility in the insurance sales process Non-financial benefits Suspect/qualify prospect Manage proposal/ produce new business Identify and evaluate needs Produce quote Qualify for coverage Before After

14 Page 14 Now is it time to look into the quantitative aspects of the benefits. Qualitative benefits are rarely enough to sell the idea that a project must be undertaken. There must also be sufficient quantitative evidence that a project or undertaking will deliver on its promise to provide measurable improvement. Quantifying the benefits of mobility Now it is time to look into the quantitative aspects of the benefits, first by explaining the major productivity drivers of the sales process and then by discussing where and how the benefits can be found, as indicated in figure 3. All the numeric productivity increases presented below are extrapolated from IBM s experience, both with its own transformation, and with consulting engagements in the insurance and other similar industries. Figure 3: Quantifying the benefits of mobility in the insurance sales process Agent time spent during sales process (percent of day) Time saved Administration Travel Generate proposal Identify prospect and schedule interviews Customer-facing time Without mobile solution With mobile solution

15 Page 15 IBM estimates the potential time savings at 15 percent. Administration As noted earlier in this paper, 58 percent of insurance agents say they spend too much time on administrative tasks, such as policy administration, proposal management, inputting customer data or corresponding with back-office function areas. Implementing a mobile solution, together with integrated front- and back-office systems can significantly reduce the time spent on administration, thus leaving more time for revenue-generating tasks. IBM estimates the potential time savings at 15 percent. Travel An integrated mobile solution makes it easier to close a deal during one meeting with the customer and so reduces both the number of visits with each customer and travel time. Also, field agents can reduce their time traveling to the office by receiving all relevant data online and in real time from any location. IBM estimates the time savings to be about 10 percent of the time currently spent on travel. Proposal generation Given integrated front-end and back-end systems, and a potential to correspond with back-office functions in real time, a mobile solution makes it possible to gather all relevant customer data for an eligibility check, produce a reliable quote and generate a valid proposal for the customer at one time. This reduces both the number of customer visits and the time needed to handle objections. IBM estimates the time savings to be about 20 percent of the time spent on proposal generation today.

16 Page 16 Time spent with the customer in evaluating customer s needs, presenting new products, giving advice to the customer or negotiating contracts is directly linked to increasing sales. Prospect identification and interview scheduling Proper identification of qualified prospects relies on high-quality customer information. This quality can be achieved by continuously connecting integrated systems with customer data and analyzing the data and customer history. Agent productivity can be improved by providing a contact list of qualified prospects, including contact information for special campaigns. By using a mobile solution, the agent can receive the data any time and at any place, without having to drop by his office to synchronize the data. Meetings can be dynamically scheduled during the day. IBM estimates the time savings to be about 20 percent of the time typically spent on prospect identification/interview scheduling today. Customer contact Time spent with the customer in evaluating customer s needs, presenting new products, giving advice to the customer or negotiating contracts is directly linked to increasing sales. In the IBM model, the time spent with the customer for selling purposes is not reduced, because this face time is critical to most insurance company business strategies. However, as shown before, implementing an integrated mobile solution can reduce the time spent on research, scheduling, proposal generation, administration and travel, which accumulates to at least an hour per day (based on the 10-hour working day typical among agents, who often work independently). This time savings can be spent on increasing the number of customers visited. Assuming the average duration of a customer visit is 1.5 hours, this can translate into 190 more customer visits per year (with 280 working days per year) and, based on a constant close rate, a productivity increase of 30 percent.

17 Page 17 When properly integrated into the workflow, a mobile sales solution can reduce time spent on research, administration and travel and increase time spent with the customer. Improving sales force effectiveness The experience of IBM Business Consulting Services in implementing mobility solutions in the insurance industry has shown that, when properly integrated into the workflow, a mobile sales solution can reduce time spent on research, administration and travel, and increase time spent with the customer. Based on the productivity increases calculated above, this time savings allows a higher number of customer visits and a productivity increase of 30 percent. To understand the full efficiency benefits available to your organization, there are a number of baseline measures that can either predict or quantify the post-implementation benefits. For example: How much time does a sales agent spend on different tasks? How many customers does the agent, on average, visit during a given time frame? How many people are involved in the sales process? What is their average salary? What is the degree of integration between front-office and back-office systems? How many contacts/qualified leads does an agent receive at the beginning of a marketing campaign?

18 Page 18 Mobility can have a measurable impact on the productivity of the insurance sales process, the generated revenue, and ultimately the carrier s relationship with its customers. In summary Whether a sales department has decided on a modernization or transformation strategy to improve sales management systems and processes, mobility can have a measurable impact on the productivity of the process, the generated revenue, and ultimately the carrier s relationship with its customers. Implementation of a workforce mobility strategy focused on improving the sales process should ultimately provide the following benefits to sales management employees: The ability to access relevant sales information, virtually any time and from any place, while extending resources beyond the desk and office environments The ability to access applications and resources (sales support, customer data, policy administration, eligibility information) virtually any time and from almost any place The resources for better and faster decision-making Better control over schedules. And decision-makers should reap a number of benefits as well: Improved customer advice, service and, therefore, customer satisfaction and retention Increased productivity of agents, field employees and office-bound staff, benefits that can be reaped as additional capacity or as cost savings.

19 Page 19 IBM brings unique insights into the business process and is a leading expert on aligning an organization s business strategies with its technology choices. Once an assessment of both the qualitative and quantitative benefits of mobility solutions has been made and the focus areas for implementation have been identified, selection of the appropriate approach and technical components of the architecture will begin to take shape. As on of the world s world s largest technology and business consulting organization, IBM brings unique insights into the business process and is a leading expert on aligning an organization s business strategies with its technology choices. The result: solid business outcomes that help meet your business goals. For more information To find out more about IBM Business Consulting Services and mobility solutions for your insurance salesforce, contact your IBM representative or visit: ibm.com/bcs

20 Copyright IBM Corporation 2005 IBM Global Services Route 100 Somers, NY U.S.A. Produced in the United States of America All Rights Reserved IBM, the IBM logo, the On Demand Business logo, Everyplace and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries or both. Microsoft is a trademark of Microsoft Corporation in the United States, other countries or both. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates. Footnotes: 1 Jacobs, Carolyn, and Urbain, Peter. How Mobility Improves the Core Insurance Claims Process. IBM Global Services White Paper, July, Psyconomics AG, Comema AG and IBM Business Consulting Services. Success factors in tied agents sales organizations, Available from any of the authoring firms. G

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Improving customer satisfaction and operational efficiencies with a proven portal solution.

Improving customer satisfaction and operational efficiencies with a proven portal solution. Portal solutions for the insurance industry Executive brief November 2005 Improving customer satisfaction and operational efficiencies with a proven portal solution. Page 2 Contents 2 Executive summary

More information

Improving contact center productivity and customer satisfaction with a proven portal solution.

Improving contact center productivity and customer satisfaction with a proven portal solution. Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

Make better underwriting decisions and help reduce loss ratios with efficient, streamlined processes.

Make better underwriting decisions and help reduce loss ratios with efficient, streamlined processes. Property and casualty insurance underwriting To support your business objectives Make better underwriting decisions and help reduce loss ratios with efficient, streamlined processes. Highlights Manage

More information

Collaboration solutions for midsized businesses Buyer s guide

Collaboration solutions for midsized businesses Buyer s guide Collaboration solutions for midsized businesses Buyer s guide Increase productivity by improving collaboration across and beyond your business. Give employees access to the information, people and resources

More information

Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities.

Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities. Life insurance policy administration: Operate efficiently and capitalize on emerging opportunities. > RESPOND RAPIDLY TO CHANGING MARKET CONDITIONS > DRIVE CUSTOMER AND AGENT LOYALTY > ENHANCE INTEGRATION

More information

Cloud computing: Innovative solutions for test environments

Cloud computing: Innovative solutions for test environments IBM Global Services April 2009 Cloud computing: Innovative solutions for test environments Speed test cycles and reduce cost to gain a competitive edge Page No.2 Contents 2 Executive summary 3 Leading

More information

Deliver Value and See Your Market Research Business Grow

Deliver Value and See Your Market Research Business Grow IBM Software Business Analytics IBM SPSS Data Collection Deliver Value and See Your Market Research Business Grow Become a valued partner to your clients by providing unique services, with support from

More information

IBM Master Data Management strategy

IBM Master Data Management strategy June 2008 IBM Master Data Management strategy Leveraging critical data to accomplish strategic business objectives Page 2 Contents 3 The IBM Master Data Management strategy 5 IBM InfoSphere MDM Server

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

Reaping the rewards of your serviceoriented architecture infrastructure

Reaping the rewards of your serviceoriented architecture infrastructure IBM Global Services September 2008 Reaping the rewards of your serviceoriented architecture infrastructure How real-life organizations are adding up the cost savings and benefits Executive summary Growing

More information

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer

More information

Accenture Field Force Transformation

Accenture Field Force Transformation Accenture Field Force Transformation What holds your field service workers back? Overcoming Frequent Field Force Challenges Many organizations have invested in office-based workforce management systems

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview IBM InfoSphere Master Data Management Server Overview Master data management (MDM) allows organizations to generate business value from their most important information. Managing master data, or key business

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

Create a real-time insurance enterprise to grow your policy base and drive customer satisfaction.

Create a real-time insurance enterprise to grow your policy base and drive customer satisfaction. Middleware solutions for the insurance industry Executive brief Create a real-time insurance enterprise to grow your policy base and drive customer satisfaction. 2 Create a real-time insurance enterprise

More information

SAP NetWeaver. SAP NetWeaver

SAP NetWeaver. SAP NetWeaver SAP NetWeaver SAP NetWeaver POWERED BY SAP NetWeaver The SAP NetWeaver technology platform is a comprehensive integration and application platform that helps reduce your total cost of ownership (TCO).

More information

Tapping the benefits of business analytics and optimization

Tapping the benefits of business analytics and optimization IBM Sales and Distribution Chemicals and Petroleum White Paper Tapping the benefits of business analytics and optimization A rich source of intelligence for the chemicals and petroleum industries 2 Tapping

More information

Sage ERP I White Paper. Four Ways Integrated CRM-ERP Solutions Improve Productivity

Sage ERP I White Paper. Four Ways Integrated CRM-ERP Solutions Improve Productivity I White Paper Four Ways Integrated CRM-ERP Solutions Improve Productivity Table of Contents Executive Summary... 3 Organizations Look to Technology to Improve Productivity... 3 The Need to Integrate CRM

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

IBM and the IT Infrastructure Library.

IBM and the IT Infrastructure Library. IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive

More information

Sage ERP I White Paper

Sage ERP I White Paper I White Paper Front-to-Back-Office Integration The final piece in the customercentric jigsaw Table of Contents Executive Summary... 3 Introduction... 3 Challenges that Companies Face Today... 3 Front-to-Back-Office

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

Portal solutions for e-hr Executive brief March 2006. E-HR: Increasing human resources efficiency with a proven portal solution.

Portal solutions for e-hr Executive brief March 2006. E-HR: Increasing human resources efficiency with a proven portal solution. Portal solutions for e-hr Executive brief March 2006 E-HR: Increasing human resources Page 2 Contents 2 Executive summary 3 Trends in human resources 5 Drive HR and worker efficiency with portals 6 Portals

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Industry models for insurance. The IBM Insurance Application Architecture: A blueprint for success

Industry models for insurance. The IBM Insurance Application Architecture: A blueprint for success Industry models for insurance The IBM Insurance Application Architecture: A blueprint for success Executive summary An ongoing transfer of financial responsibility to end customers has created a whole

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

How Insurers Can Use Collaboration for a Competitive Advantage

How Insurers Can Use Collaboration for a Competitive Advantage How Insurers Can Use Collaboration for a Competitive Advantage Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation in a New Environment...

More information

Improving Up-Sell Revenues with OpenSpan

Improving Up-Sell Revenues with OpenSpan OpenSpan White Paper Series: Up-Sell Improving Up-Sell Revenues with OpenSpan TABLE OF CONTENTS CUSTOMER-FACING AGENTS BOOST SALES, HELP PRODUCE QUICK ROI 2 EXPANDING SALES OPPORTUNITIES WITH EACH CUSTOMER

More information

Connectivity and integration Executive brief. Optimize the potential of ERP systems through IBM SMART SOA integration strategies.

Connectivity and integration Executive brief. Optimize the potential of ERP systems through IBM SMART SOA integration strategies. Connectivity and integration Executive brief Optimize the potential of ERP systems through IBM SMART SOA integration strategies. Page 2 Contents 2 Executive overview 3 A problem of integration 4 How this

More information

Accenture Insurance. Are you getting the most value from your policy administration investment?

Accenture Insurance. Are you getting the most value from your policy administration investment? Accenture Insurance Are you getting the most value from your policy administration investment? Most Property & Casualty (P&C) insurers now view replacing or modernizing their policy administration system

More information

Improving production and operation systems with RFID. Taking manufacturing to the next level: RFID Work-in-Process solutions from IBM

Improving production and operation systems with RFID. Taking manufacturing to the next level: RFID Work-in-Process solutions from IBM Improving production and operation systems with RFID Taking manufacturing to the next level: RFID Work-in-Process solutions from IBM RFID: A proven technology changing the factory floor Today the most

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

Optimizing government and insurance claims management with IBM Case Manager

Optimizing government and insurance claims management with IBM Case Manager Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

IBM Training White Paper. The value of e-learning

IBM Training White Paper. The value of e-learning IBM Training White Paper The value of e-learning Contents 1 Overview of the market 2 Types of e-learning 3 Benefits and disadvantages 6 Implementing a program 7 Developing a business case 9 Recommendations

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper

MOBILIZE. Transforming Field Service Operations with Mobile Technologies. Microsoft Dynamics GP. White Paper MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June

More information

Sage CRM Focused Sales Management

Sage CRM Focused Sales Management Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers

More information

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY The Telecommunications Industry Companies in the telecommunications industry face a number of challenges as market saturation, slow

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center

More information

IBM Sterling Order Management

IBM Sterling Order Management IBM Sterling Order Management Manage orders and grow revenue across your extended enterprise Overview In this Solution Overview, you will learn: How to obtain cross-channel excellence by efficiently orchestrating

More information

Mobile Workflow Solutions: Better, Faster and More Profitable Business For You and Your Customers

Mobile Workflow Solutions: Better, Faster and More Profitable Business For You and Your Customers Mobile Workflow Solutions: Better, Faster and More Profitable Business For You and Your Customers Contents EXECUTIVE SUMMARY 2 INTRODUCTION WHAT IS A MOBILE WORKFLOW SOLUTION? 2 THE BENEFITS OF MOBILE

More information

From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry

From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry Content Preface From the Editors Desk Mobile Payments 01. Realigning Mobile Payments: An Open System Solution 05 for an Evolving Industry 02. Mobile Money Transfers: Opportunities and Challenges 13 in

More information

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell

More information

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience.

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience. Service assurance for communications service providers White paper Improve service quality and enhance the customer experience. December 2007 2 Contents 2 Overview 2 Move to a competitive business model

More information

GOVERNMENT. Helping governments transform public service delivery with efficient, citizen-centric solutions

GOVERNMENT. Helping governments transform public service delivery with efficient, citizen-centric solutions GOVERNMENT Helping governments transform public service delivery with efficient, citizen-centric solutions The private sector has revolutionized customer service during the last five years. Customers now

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

Achieve greater efficiency in asset management by managing all your asset types on a single platform.

Achieve greater efficiency in asset management by managing all your asset types on a single platform. Asset solutions To support your business objectives Achieve greater efficiency in asset by managing all your asset types on a single platform. When you use Maximo Asset Management to help maximize the

More information

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION A mobile field service solution can help you turn your field service operation from a cost center into a profit center. Field service isn t just

More information

An Oracle Strategy Brief November 2011. Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise

An Oracle Strategy Brief November 2011. Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise An Oracle Strategy Brief November 2011 Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise Executive Overview... 1 Introduction... 2 Rules, Rules, Everywhere... 2 The Baseline:

More information

Delivering information you can trust. IBM InfoSphere Master Data Management Server 9.0. Producing better business outcomes with trusted data

Delivering information you can trust. IBM InfoSphere Master Data Management Server 9.0. Producing better business outcomes with trusted data Delivering information you can trust IBM InfoSphere Master Data Management Server 9.0 Producing better business outcomes with trusted data Every day, organizations generate and collect a veritable landscape

More information

An Enterprise Resource Planning Solution for Mill Products Companies

An Enterprise Resource Planning Solution for Mill Products Companies SAP Thought Leadership Paper Mill Products An Enterprise Resource Planning Solution for Mill Products Companies Driving Operational Excellence and Profitable Growth Table of Contents 4 What It Takes to

More information

IBM Global Business Services White Paper. Insurance billing and payment transformation Why now?

IBM Global Business Services White Paper. Insurance billing and payment transformation Why now? IBM Global Business Services White Paper Insurance billing and payment transformation Why now? 2 Insurance billing and payment transformation Why now? IBM Global Business Services 3 Introduction Customer

More information

Improving sales effectiveness in the quote-to-cash process

Improving sales effectiveness in the quote-to-cash process IBM Software Industry Solutions Management Improving sales effectiveness in the quote-to-cash process Improving sales effectiveness in the quote-to-cash process Contents 2 Executive summary 2 Effective

More information

IBM Enterprise Content Management Product Strategy

IBM Enterprise Content Management Product Strategy White Paper July 2007 IBM Information Management software IBM Enterprise Content Management Product Strategy 2 IBM Innovation Enterprise Content Management (ECM) IBM Investment in ECM IBM ECM Vision Contents

More information

Improving the Contact Center Customer Experience

Improving the Contact Center Customer Experience WHITE PAPER Improving the Contact Center Customer Experience The Case for Next-Generation Customer Care Solutions With SOA The contact center has become the communications frontline for all critical consumer

More information

Claims management for insurance: Reduce costs while delivering more responsive service.

Claims management for insurance: Reduce costs while delivering more responsive service. Claims management for insurance: Reduce costs while delivering more responsive service. > SPEED CLAIMS CYCLE TIMES > ENRICH CUSTOMER EXPERIENCES > STREAMLINE RELATIONSHIPS WITH VENDORS > REDUCE FRAUD-RELATED

More information

Front- to Back-Office Integration: The Only Way to True 360 Customer Visibility and Seamless Data Consistency

Front- to Back-Office Integration: The Only Way to True 360 Customer Visibility and Seamless Data Consistency Front- to Back-Office Integration: The Only Way to True 360 Customer Visibility and Seamless Data Consistency Table of Contents Executive Summary...3 Introduction...3 Customer Management and Business Process

More information

Smarter Healthcare Processes in 2010. Imagine if

Smarter Healthcare Processes in 2010. Imagine if Smarter Healthcare Processes in 2010 Imagine if Healthcare Revitalized Reduce Costs, Increase Productivity, Deliver Best Outcomes with IBM ILOG Business Rule Management System (BRMS) and Optimization Software

More information

The top 10 secrets to using data mining to succeed at CRM

The top 10 secrets to using data mining to succeed at CRM The top 10 secrets to using data mining to succeed at CRM Discover proven strategies and best practices Highlights: Plan and execute successful data mining projects using IBM SPSS Modeler. Understand the

More information

ElegantJ BI. White Paper. Operational Business Intelligence (BI)

ElegantJ BI. White Paper. Operational Business Intelligence (BI) ElegantJ BI Simple. Smart. Strategic. ElegantJ BI White Paper Operational Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence

More information

Gain a competitive edge through optimized B2B file transfer

Gain a competitive edge through optimized B2B file transfer Gain a competitive edge through optimized B2B file transfer Contents: 1 Centralized systems enable business success 2 Business benefits of strategic file transfer that you can experience for yourself 2

More information

IBM Software MDM-Powered Solutions for Salesforce CRM

IBM Software MDM-Powered Solutions for Salesforce CRM IBM Software MDM-Powered Solutions for Salesforce CRM Customer data you can trust for sales and marketing success MDM-Powered Solutions for Salesforce CRM Contents 2 Introduction 2 Empower Sales and Marketing

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

IBM Global Technology Services March 2008. Virtualization for disaster recovery: areas of focus and consideration.

IBM Global Technology Services March 2008. Virtualization for disaster recovery: areas of focus and consideration. IBM Global Technology Services March 2008 Virtualization for disaster recovery: Page 2 Contents 2 Introduction 3 Understanding the virtualization approach 4 A properly constructed virtualization strategy

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Migrating to a Managed Service Model through Automation

Migrating to a Managed Service Model through Automation Migrating to a Managed Service Model through Automation The IT landscape is constantly changing, impacted by many factors from innovations by technology vendors, to a more disparate and global workforce

More information

INFORMATION CONNECTED

INFORMATION CONNECTED INFORMATION CONNECTED Cover Your Lending and Leasing Business from All Angles Oracle FLEXCUBE Lending and Leasing Define. Comply. Collect. Adapt. A Comprehensive Solution for All Your Lending Needs The

More information

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

Cost-effective supply chains: Optimizing product development through integrated design and sourcing

Cost-effective supply chains: Optimizing product development through integrated design and sourcing Cost-effective supply chains: Optimizing product development through integrated design and sourcing White Paper Robert McCarthy, Jr., associate partner, Supply Chain Strategy Page 2 Page 3 Contents 3 Business

More information

Driving workload automation across the enterprise

Driving workload automation across the enterprise IBM Software Thought Leadership White Paper October 2011 Driving workload automation across the enterprise Simplifying workload management in heterogeneous environments 2 Driving workload automation across

More information

ERP Software and Your Business

ERP Software and Your Business CRM-ERP.com ERP Software and Your Business Choosing and Implementing the ERP Software Solution that Provides the Most Benefit to Your Company White Paper June 2008 ERP Software and Your Business Choosing

More information

Guidelines For A Successful CRM

Guidelines For A Successful CRM Guidelines For A Successful CRM Salesboom.com Many organizations look to CRM software solutions to address sales or maybe customer service deficiencies or to respond to pressures from outside sources in

More information

Sales Mobility for Financial Services INSIGHTS. Softelligence

Sales Mobility for Financial Services INSIGHTS. Softelligence Sales Mobility for Financial Services INSIGHTS TABLE OF CONTENTS Summary Market Trends Mobility Insights Sales Mobility Why? Types of Enterprise Mobile Apps Drivers for Mobile Apps Development Mobility

More information

Successfully managing geographically distributed development

Successfully managing geographically distributed development IBM Rational SCM solutions for distributed development August 2004 Successfully managing geographically distributed development Karen Wade SCM Product Marketing Manager IBM Software Group Page 2 Contents

More information

Maximize customer value and reduce costs and risk

Maximize customer value and reduce costs and risk Maximize customer value and reduce costs and risk companies around the world face the same challenges: How can they lower costs while increasing profitability? Improve efficiency? Identify, attract and

More information

Diagram. Microsoft Dynamics Sure Step Methodology

Diagram. Microsoft Dynamics Sure Step Methodology Diagram Microsoft Dynamics Sure Step Methodology Designed to enable you to better serve your customers by helping reduce their Microsoft Dynamics total cost of ownership, the Sure Step Methodology can

More information

Using Data Mining to Detect Insurance Fraud

Using Data Mining to Detect Insurance Fraud IBM SPSS Modeler Using Data Mining to Detect Insurance Fraud Improve accuracy and minimize loss Highlights: combines powerful analytical techniques with existing fraud detection and prevention efforts

More information

IBM Software Master data management vision and value: Part 1

IBM Software Master data management vision and value: Part 1 IBM Software Master data management vision and value: Part 1 Develop an 1 2 3 4 5 Introduction Where does MDM fit into business strategy? Four value drivers From big picture to Resources Introduction Who

More information

SAP Executive Insight. Best Practices of the Best-Run Sales Organizations Sales Opportunity Blueprinting

SAP Executive Insight. Best Practices of the Best-Run Sales Organizations Sales Opportunity Blueprinting SAP Executive Insight Best Practices of the Best-Run Sales Organizations Sales Opportunity Blueprinting Why are we talking about blueprints? After all, blueprints are used in the construction of buildings,

More information

Working Smarter & Working Faster. How Mobile Workforce Management Solutions Are Changing the Game for SMBs

Working Smarter & Working Faster. How Mobile Workforce Management Solutions Are Changing the Game for SMBs Working Smarter & Working Faster How Mobile Workforce Management Solutions Are Changing the Game for SMBs Contents Introduction...3 Better Visibility, Better Collaboration...4 Ever-Improving Service...5

More information

InfoTrak Information for Better Decisions

InfoTrak Information for Better Decisions InfoTrak Information for Better Decisions Profitable Customer Relationship Management Builds on Strategy and Technology On average, businesses lose 15 percent to 20 percent of their customer base each

More information

Moving from reactive Field Service Management to proactive

Moving from reactive Field Service Management to proactive WHITEPAPER Moving from reactive Field Service Management to proactive Introduction Traditionally, reactive Field Service Management (FSM) has been the default service organization approach to delivering

More information

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience

The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience An Oracle White Paper February 2013 The Next Generation of Local Government

More information

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support.

IBM Global Services September 2003. Reducing IT support costs through automated electronic end-user support. IBM Global Services September 2003 Reducing IT support costs through automated electronic end-user support. Reducing IT support costs through automated electronic end-user support. Page 2 Contents 2 Introduction

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

IBM Software A Journey to Adaptive MDM

IBM Software A Journey to Adaptive MDM IBM Software A Journey to Adaptive MDM What is Master Data? Why is it Important? A Journey to Adaptive MDM Contents 2 MDM Business Drivers and Business Value 4 MDM is a Journey 7 IBM MDM Portfolio An Adaptive

More information

IBM Software IBM Business Process Management Suite. Increase business agility with the IBM Business Process Management Suite

IBM Software IBM Business Process Management Suite. Increase business agility with the IBM Business Process Management Suite IBM Software IBM Business Process Management Suite Increase business agility with the IBM Business Process Management Suite 2 Increase business agility with the IBM Business Process Management Suite We

More information

IBM Learning Solutions Executive Brief. Learning strategy an investment in the future.

IBM Learning Solutions Executive Brief. Learning strategy an investment in the future. IBM Learning Solutions Executive Brief Learning strategy an investment in the future. September 2005 Page 2 Contents 2 Introduction 3 Do you need a learning strategy? 4 Current learning strategy insights

More information

Modernizing enterprise application development with integrated change, build and release management.

Modernizing enterprise application development with integrated change, build and release management. Change and release management in cross-platform application modernization White paper December 2007 Modernizing enterprise application development with integrated change, build and release management.

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information