Europ Assistance, the transformation through Public APIs Kleber Bacili, CEO, Sensedia & Fernando Ouverney Diniz, Development Manager, Europ Assistance Apply to be a speaker here - https://apidays.typeform.com/to/J1snsg

1. Fernando Diniz
Software Development Manager
Business transformation
through public APIs

2. Agenda
• About Europ Assistance
• Challenges and Journey
• Solution and Technical Backstage
• Results and Business Opportunities

3. WE TAKE CARE OF
300+ MILLION people, with global
coverage, 24/7
We have over 750.000 SERVICE PROVIDERS to
guarantee geographic and physical proximity to
OUR CUSTOMERS
50+ YEARS in the market, EUROP
ASSISTANCE is the pioneer in the 24h
Assistance Services
Focused to BRING OUR CUSTOMERS FROM
DISTRESS TO RELIEF - ANYTIME,
ANYWHERE
Source:EUROPASSISTANCE2017
EUROP ASSISTANCE AROUND THE GLOBE
Working to improve people’s lives
+800 PSs
+1.2M services /
year
+10M calls / year 49M of minutes
dedicated to help
people
EUROPBRAZIL

4. CHALLENGES
THE CHALLENGE
Build innovative digital solutions, promoting the
sustainable development of the company and its
chain of partners, customers and suppliers
 Create digital experiences
 Integrate with partners, customers and suppliers
 Faster time-to-market
 Complex legacy systems
 Change of culture
Process
Technlology
CultureInnovation
Results

5. WHERE DO WE STARTEDBUSINESS
VALUE CHAIN:
Understand the business value chain
and the stakeholders
PROCESS:
Understand the main business process and
their correlation with business value chain
and stakeholders
BUSINESS RULE:
Alignment with business areas to have a
view of connect business process and build
a digital business strategy
TECHNOLOGY
STRATEGY:
Defined an IT strategy for digital
transformation by the
implementation of Public APIs
project
KNOWLEDGE:
After understand the business and
defined an IT strategy, we worked
with Sensedia team to design,
implement and deploy our APIs
API PLATFORM:
Implementation of Sensedia API
Platform to expose our Public APIs
with security, scalability with high
performance and availiability
PUBLICAPIS
ARCHITECTURE:
Definition of the public APIs
architecture, development
platform and infrastructure
SECURITY:
Monitored access through
API Gateway and API
authentication
STRATEGY:
APIs designed based on
business domains
GOVERNANCE:
Unified and centralized API
governance, with controlled
access, monitoring, auditing
and logging

6. FSM – Field Service
Management
 Field Service Dispatch
 Communication with service
provider
 Real time and end-to-end service
tracking
 Field resources management
 Service closure
WHAT WAS INTEGRATED
Contact
Center
platform
Field Service
PlatformService Request
Ex. Tow service
Supplier
Relationship
SAP SRM
Create Shop Cart
Finance
SAP ECCInvoicing
EASSIST – Case
Management
 Customer case and claim
management
 Operational task management
 Automated service definition
 Customer policy identification
 Service decision trees
SAP – Provider and
financial management
 Provider contract management
 Payment approval workflow
 Invoice management
 Customer and product catalog
 Financial management

7. HOW WE DESIGN OUR APIS
Contact
Center
platform
Field Service
PlatformService Request
Ex. Tow service
Supplier
Relationship
SAP SRM
Create Shop Cart
Finance
SAPInvoicing
ProvidersPartners
Invoices
Suppliers
Notifications
Coverage
CorporateClients
Transactions
Users
Messages
CheckLists
Reasons
Users
On Demand
Questions
Surveys
Products
Orders
Dealerships
FieldServicesAssets
FieldResources
Vehicles

8. PUBLIC APIS SOLUTION
EASSIST
Services
Web
WS
FSM
Services
Hub
Web
Core
APIs
110 APIs
12 million calls /
month
41 applications
Legacy and support
Support Applications
Legacy Applications
Open APIs
/ondemand
/providers
/partners
/users
Enterprise Service Bus
SAP PI
ERP
SAP SRM SAP ECC

9. ROADMAP AND OPPORTUNITIES
We built today's capability to leverage digital transformation and new business by our open APIs
Be beginning...
2012 - 2014
Start of Open API and digital
transformation
2015 - 2016
New business
opportunities
2017 - 2018
*Source: Europ Assistance Brazil 2018
 Legacy modernization
 SOA Architecture
 ESB implementation
 New Field service
management application
 New Case management
application
Open API Project
Digital Roadside Assistance
Native App
Partnership with
On Demand APIs
Sensedia API Platform
Service provider App
Waze partnership for SOS
On Demand Roadsite
Assistance Web App
Home Assistance
Native and Web App
Virtual Agent and Chat Bot
Google Assistant and IBM
Watson integration for digital
roadside assistance

10. BENEFITS
RESULTS
We designed a fully digital customer journey
> Digital Assistance Services
> The digitization of our service providers
network
> Create new business possibilities and
opportunities
> Integrated value chain

11. BENEFITS
RESULTS
We designed a fully digital customer journey
5.000+Services requests using APIs / month
12.200+Field services tracked by customer using App / month
600+Tow drivers using Europ Assistance App
*Source: Europ Assistance Brazil 2018

12. Merci
Thank You
Obrigado
Fernando Diniz
/feoud

13. Merci
Thank You
Obrigado
Fernando Diniz
/feoud

14. BENEFITS
RESULTS
We designed a fully digital customer journey
> Digital Assistance Services Using our omni-channel contact solution, customers can
select the support they need via an App or any other interactive service, including a
chat-bot and a virtual agent.
> Integrated value chain, create an experience that integrates all the business value
chain. Information is instantly accessible via a smartphone, anytime, anywhere.
Customers can make Assistance requests directly and in just a few steps.
> The digitization of our service providers network
greatly improves service quality and information for our
users, customers, partners and providers.
> Create new business possibilities and opportunities
with new products like:
 On demand services
 Ecommerce
 Startups partnership to increase products offer
 Connected business
 Integration with partners and providers applications