2. 7:30 am - 8:00 am Registration, Breakfast and Networking
8:00 am - 8:05 am Welcome, Introduction and Objectives
8:05 am - 8:40 am Omnichannel in Insurance – Industry Perspective
8:40 am - 9:35 am The Omnichannel Insurer – Customer Centric and
Innovative
9:35 am - 9:45 am Wrap Up / Q&A
SPEAKERS
Joseph Lee
Vice President of Sales, Canada, hybris software, An SAP Company
Jonathan Kalman
President, Insurance Solutions, Return on Intelligence
Moritz Zimmermann
Chief Technology Officer, hybris software, An SAP Company
Manuel Toenz
Senior Solution Engineer, hybris software, An SAP Company
KEY CONTACTS
Randall Gilbert – Sr. Account Executive, hybris software, An SAP Company
(289) 231-4501 | randall.gilbert@hybris.com
Robert Potwin – Account Executive, Insurance, SAP Canada
(416) 524-2436 | robert.potwin@sap.com
Debra Manchur – Client Partner, Insurance, SAP Canada
(416) 917-8023 | debra.manchur@sap.com
Michael Anselmo – Chief Delivery Officer, Insurance
(732) 598-9969 | michael.anselmo@returnonintelligence.com
Agenda
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3. SAP in Insurance
4,900+
Insurance and Reinsurance Customers
19 of Top 20
Global Insurance Companies Run SAP
The Insurance Industry is Rapidly Changing
CUSTOMERS
•• Increasingly research & purchase
online
•• Want to interact on all touchpoints
•• Switch touchpoints in their pur-
chase journey
•• Expect mobile access and e-delivery
20%of auto insurance customers in
Canada have shopped for a new
insurer in the past 12 months and
1 in 10 of them have switched1
AGENTS & BROKERS
•• Want to retain the customer
relationship
•• Improve customer service and pro-
active sales management
•• Are key for trust & conversion
•• Regulation requires documented
sales processes
•• Optimize and automate the quote,
bind and issue process
49%of consumers prefer a personal
interaction for life insurance
CARRIERS
•• Increase market share & margin –
direct-to-consumer is key
•• Lower customer acquisition costs
•• Mitigate channel conflict: direct,
agencies, wholesale
•• Consolidate fragmented user
experience
•• Reduce overhead & optimize
operational efficiency
•• Simplify claims handling
•• “Unlock” core systems to the web
59%of P&C Personal and 34% of
Life companies have major web
self-service initiatives underway
in 20141
Source: JD Power 2014
Source: LIMRA, http://www.limra.com/Posts/PR/News_Releases/LIMRA__More_Consumers_Use_the_Internet_to_Research_Insurance_and_
Annuity_Products.aspx
Source: SMA Research, Insurance Ecosystem Report 2014
5
4. Customers Want to Engage Across Many Channels
Carriers, Brokers & Agents Need To Develop New
Business Models with Systems that Respond to
Demanding Expectations
CUSTOMERS USE MANY
CHANNELS PER CARRIER
•• Insurers need consistent
communications with
their customers
PURCHASE PATH IS NOT
LINEAR
•• Digital adoption has
shifted the sales
landscape
INTERACTION HAS
SHIFTED TO MULTI-
MEDIA
•• Buying and servicing
journey is different and
uses many touch points
everywhere
CUSTOMERS EXPECT
INTERATIONS TO BE
RELEVANT, ESPECIALLY
AROUND CLAIMS
HANDLING
•• Need to address choices
and preferences for
claim- and servicing-
communication vehicles
67%of Financial Services organizations globally believe
improving customer centricity is the biggest strategic
priority. However only 18% of the organizations are able
to provide a consistent experience across channels.
Source: SAP Customer Centricity for Financial Services Benchmark 2013
7
5. Today, There is No Visibility Across Channels
The New Paradigm Must Deliver Consistency Across All
Touch Points to Create a Cohesive Customer Experience
Online Data Branch Data Call Center Data Mobile Data
Channels (Channel Optimized Customer Experience)
Sales & Service Processes (Marketing, Info, Application Management...)
Content (Web Content, Insurance Products, Forms, Declaration Page and Quotes)
Back End
Front End
Back End
Policy
Online
Policy
Analytics
Branch
Analytics
CCM
Social
CCM
Claim
Mobile
Claim
CRM
Call Center
CRM
…
Print
…
No unified view of the customer,
no cross channel buying support
9
6. hybris Architecture for Insurance Portals
Insurance Industry Needs a Wide Range of Expertise to
Bring It All Together and Deliver Results
ROI provides the capability to transform current channel activities into an Omnichannel
service focused on usability, flexibility, and speed.
Insurance Industry Experience – P&C,
Group, Life, and Re-Insurance
Omnichannel Expertise – practical
implementation of customer engage-
ment solutions, from strategy through
delivery
Analytics and Data Solutions –
insurance business oriented solutions
that drives successful Omnichannel
implementations
Agents and Brokers
Data Warehouse
Call Center
Underwriting/Policy/Billing/
Claims
Mobility
Campaign Management
web services / hybris solutions
Customer, Policy and Product Data
Online
Product Catalogue
OmniCommerce Connect
hybris Platform
Personalization
Self Service Area for
Policy Management
Product Content
Management
Online Claims
Web Content
Management
Quote Definition
Engine
1.
2.
3.
Insurance
Industry
Experience
Omnichannel
Expertise
Analytics and
Data Solutions
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7. NotesSAP, hybris, and ROI – A Trusted and Strategic Partnership
ROI is a leading SAP and hybris partner
focused on the insurance industry
ROI is a leading solution integrator of
Omnichannel programs and thought leaders
in customer engagement solutions
hybris is ranked as a ‘leader’1 among
the top commerce platforms in the
world
SAP and ROI team together to ensure
we deliver successful Omnichannel
implementations for our clients
hybris is the world’s fastest growing
commerce platform provider
4900+ Insurance and Reinsurance
customers globally run SAP
Gartner and Forrester, 2013
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