captivating customers with all channel experiences
TRANSCRIPT
2 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Meet the Presenters
Jeff To Senior Director, Insurance
Salesforce
Nigel Walsh Vice President, Insurance
Capgemini
Donna Peeples Former Chief Customer
Experience Officer at AIG
Paul Carroll CEO
Insurance Thought Leadership
Moderated by
3 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customer Experience Declined Globally Indicating Insurers Are Not Keeping Up With Customer Expectations
4 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The U.S. Witnessed a 10% Decline in the Percentage of Customers Having a Positive Experience
Customers with Positive Experience, by Region (%), 2013–2014
% Point Change
2013–14
(8.3%)
(3.4%)
22.0%
23.6%
28.7%
30.0%
39.7%
40.8%
24.3%
25.8%
34.0%
33.4%
47.9%
51.3%
Developing APAC
Developed APAC
Latin America
Europe
North America
U.S.
2013 2014
(5.3%)
(2.2%)
(2.3%)
(10.5%)
5 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Capgemini’s All Channel Experience (ACE) Capability Framework Can be Utilized to Identify Gaps in an Insurer’s Current Capabilities
Source: Capgemini Financial Services Analysis, 2014
6 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customers Expect to be Served Via Their Preferred Channel Throughout Their Journey…
Collaborate
Customize
Choice
Consistency
Context
Connectivity
Closed-Loop Knowledge
Management
Chatter
Collaboration
Employee
Records
Time Off
Manager
Performance
Management
Expense
Management
Content
Management
Organizational
Improvement
Recruiting
Management
Productivity
Distribution
Management
Marketing &
Prospecting Claims Servicing Customer Service
Agents/
Underwriters Call Center Online Sales Self-Service Mobile Social
7 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
…With a Seamless Service to Insurance Agents Through Their Preferred Channel of Choice
Integrating the Flow of Information, Systems and Business Processes
Providing a Seamless Customer Experience Across Any Set of Channels
Enhanced
Customer
Experience
Value for
Insurers:
Acquisition
and
Retention
Collect and email
accident details
Create and submit
a claim
View status of
previous claims
made
Access to other
services (rental
agency, towing
truck, police, etc.)
Access Product Catalogues
Enable E-Application
Presales – Quote and Product Displays
POS Closure STP Solution for
Policy Purchase and Claims
Customer Servicing
Click to
call/SMS/email
Agent locator
View/file requests
and complaints
Call branch for
quote
Get latest quotes
by submitting
details
View
advice/FAQ/video-
demos
E – Application
Policy Status &
Coverage
Verification
Alerts on
Application
Status
Policy Issuance
Confirmation
STP Solution for
Policy Purchase
Manage accounts
Edit insured
information
Alerts (billing,
claims, impending
natural disasters)
View/Pay
insurance bills
Add bill payment
reminders to
calendar
Agent Enablement
New Business –
Quote &
Acceptance
Underwriting &
Policy Issuance
Policy Lifecycle
Services Claims
8 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Roadmap to the Future
9 Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Single source of truth for all customer interactions across products and channels.
Policyholder / agent communities for self-service and collaboration.
Intelligent prioritization of leads from all channels
Visibility & management of customer opportunities across all channels from 1st touch to servicing
Customer sees no distinction between marketing, sales, and service.
Customer journeys drive next best action for marketing, sales, and service.
Actionable insights in real-time
Agile delivery of highly strategic capabilities.
• 31% increase in customer retention
• 34% increase in first call resolution
• 34% increase in cross-sell / up-sell
• 33% increase in lead conversion
• 50% increase in sales lead volume
• 29% increase in revenue
• 40% reduction in time to make decisions
• 44% reduction in problem resolution time
www.capgemini.com/financialservices
Download Cloud Transformation in Insurance at
www.capgemini.com/insuranceACES
For more information, contact us at [email protected]