In this talk, Indra Bhattacharya, Enterprise Architect at SE2, and Douglas Loots, SVP Digital and Individual Markets at Global Atlantic Financial Group (GAFG), will explain how they leveraged Anypoint Platform to integrate SE2 Aurum with GAFG's Salesforce-powered Unified Sales and Service Desktop to get a single view of their customers.

1. ©2017 SE2, LLC. Proprietary and Confidential Information1
How Global Atlantic Integrated SE2’s Aurum With
Salesforce Sales & Service Cloud to Build a Single
Customer View
Featuring: Douglas Loots, SVP Digital and Individual Markets at Global Atlantic Financial
Group, & Indra Bhattacharya, Enterprise Architect/Digital Evangelist at SE2
New York, September 17th, 2019

2. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent2 |
https://www.linkedin.com/in/indra
nathb/
Global Atlantic Financial Group (Global
Atlantic) is the marketing name for Global
Atlantic Financial Group (GAFG) Limited and
its subsidiaries, including Accordia Life and
Annuity Company, Commonwealth Annuity
and Life Insurance Company, Forethought
Life Insurance Company and Global Atlantic
Re Limited. GA was founded by Goldman
Sachs in 2004 and separated in 2013. No
other company with at least $250 million in
sales grew faster from the start of 2012 to
year-end 2016
SE2, an Eldridge Industries
business, is a leader in digital
technology enabled third-party
administration services/ BPaaS
provider for the US Life and
Annuity insurance industry.
SE2’s Aurum platform is an
end-to-end digital life and
annuity platform, and has built
its API-based service solutions
to enable digital ecosystem
play.
https://www.linkedin.com/in/douglaswloots/

3. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent3 |
• With the consumerization of technology,
customers treat all industries alike, be it
Retail or Insurance when it comes to customer
service
• Customers leverage the channel of their
choice for help on a variety of topics, and they
expect fast answers and personalized care
during sales and servicing cycle
Excellent Customer Service fuels business growth
Image Copyright: Salesforce.com
The challenge is to deliver a seamless experience given that customer information and the business
workflow is dispersed across different systems, divisions and organizations
3 |

4. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent4 |
Customer information and the business workflow is dispersed
across different systems, divisions and organizations
The typical challenges were being faced, i.e., disparate platforms across the two organizations, agent
productivity was hindered by high case volume and long hold times based on the complex manual
processing across platforms.
Customer/
Policy Owner
Agents
(Independent,
Broker/Dealer)
GAFG Sales
Support
Agents/BDs/IMOs
Sales cloud Service cloud
CRM W/F Email
SE2 CSRs
New Business
Requests
New Business
Requests
New Business
Requests
Inforce
Servicing
Inforce
Servicing
Aurum®
GAFG Systems

5. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent5 |
Customer Information and the business workflow is dispersed
across different systems and organizations (GAFG, SE2)
Missing case status information after
submittal driving high call volume
Extraneous time in new business
research, status updates, follow-up
Create, update,
delete case/contact
information
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
GA Ops CSRs for
IMOs & BDs
Not currently using Salesforce
SE2 CRM
(Call/status)
SE2 Case
Manager
New business
Sales cloud Service cloud
GA Ops call center working in-force
business. Access to SE2 systems
(SE2 CRM, SE2 Policy Admin, etc.)
Existing functionality/process
Manual functionality/process
New functionality/process
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..
Missing shared information between
teams
Email Case Data
Import to Case
Manager
Export to
Salesforce
Export File
(Nightly)
Update Case Status Information
All datafeedsfromSE2 are large
batches and single pipe utilization
only
The typical challenges were
being faced, i.e.,
disparate platforms across the
two organizations, agent
productivity was hindered by
high case volume and long
hold times based on the
complex manual processing
across platforms.

6. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent6 |
Transforming Customer Experience – by investing in Digital
Program Increment 1 – Case updated in SFDC
Case information is now available
for NIGO and Sales teams. Eliminate
email/phone interaction.
Missing case status information after
submittal driving high call volume
Extraneous time in new business
research, status updates, follow-up
Create, update,
delete case/contact
information
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
GA Ops CSRs for
IMOs & BDs
Not currently using Salesforce
New business
Sales cloud Service cloud
Integration
Message Bus
SE2
API
Send/receive
Case information
Sales teams continue to use sales
cloud. Service teams utilize service
cloud. Same data, different UI
targeted to the end user role.
GA Ops call center working in-force
business. Access to SE2 systems
(SE2 CRM, SE2 Policy Admin, etc.)
SE2
API
Integration
servicesIntegration
platform Existing functionality/process
Manual functionality/process
New functionality/process
Case updates
Case Data
Transparency
SE2 CRM
(Call/status)
SE2 Case
Manager
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..

7. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent7 |
Transforming Customer Experience – by investing in Digital
Program Increment 2 & 3 – Agent alerts & FidX | Envestnet
Case information is now available
for NIGO and Sales teams. Eliminate
email/phone interaction.
Missing case status information after
submittal driving high call volume
Extraneous time in new business
research, status updates, follow-up
Create, update,
delete case/contact
information
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
GA Ops CSRs for
IMOs & BDs
Not currently using Salesforce
New business
Sales cloud Service cloud
Integration
Message Bus
SE2
API
Send/receive
Case information
GA Ops call center working in-force
business. Access to SE2 systems
(SE2 CRM, SE2 Policy Admin, etc.)
SE2
API
Envestnet platform communication is
stood up via FidX software
Digital program will build API enablement for Envestnet/FidX
only.
Updates triggered based on distinct
status changes in case lifecycle
Integration
servicesIntegration
platform Existing functionality/process
Manual functionality/process
New functionality/process
Agent
Notifications
RIA Channel Expansion
SE2 CRM
(Call/status)
SE2 Case
Manager
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..

8. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent8 |
Transforming Customer Experience – by investing in Digital
Program Increment 4 – GA Contact Center
PI 2 – New Agent Alert
Notification Service
Case information is now available
for NIGO and Sales teams. Eliminate
email/phone interaction.
Case status transparency,
proactive case notification to
agents and GA sales team
Extraneous time in new business
research, status updates, follow-up
Create, update,
delete case/contact
information
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
GA Ops CSRs for
IMOs & BDs
Not currently using Salesforce
New business
Sales cloud Service cloud
Integration
Message Bus
SE2
API
Integration
services
Send/receive
Case information
GA Ops call center working in-force
business. Access to SE2 systems
(SE2 CRM, SE2 Policy Admin, etc.)
SE2
API
Envestnet platform communication is
stood up via FidX software
Digital program will build API enablement for Envestnet/FidX
only.
Transition technology GA CSR
utilization from SE2 CRM/Orion to
Salesforce. Case synchronicity with
Admin platforms. Transaction
triggering.
Updates triggered based on distinct
status changes in case lifecycle
Integration
platform Existing functionality/process
Manual functionality/process
New functionality/process
Case comments
synchronicity
Triggered
transactions
SE2 CRM
(Call/status)
SE2 Case
Manager
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..

9. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent9 |
Transforming Customer Experience – by investing in Digital
Program Increment 5…”n” – Ongoing Digital Backlog needs
Case information is now available
for NIGO and Sales teams. Eliminate
email/phone interaction.
Case status transparency,
proactive case notification to
agents and GA sales team
Create, update,
delete case/contact
information
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
New business
Sales cloud Service cloud
Integration
Message Bus
SE2
API
Integration
services
GA Ops call center working in-force
business. Access to SE2 systems
(SE2 CRM, SE2 Policy Admin, etc.)
SE2
API
Envestnet platform communication is
stood up via FidX software
Digital program will build API enablement for Envestnet/FidX
only.
Updates triggered based on distinct
status changes in case lifecycle
Integration
platform Existing functionality/process
Manual functionality/process
New functionality/process
Extraneous time in new business
research, status updates, follow-up
IMO
Portal
BD
Portal
CRM/Case
Content
Knowledge
Mgmt
Phone/Voice
Integration
Unified Sales/Service Desktop Future
Service
IntegrationsSales cloud
Service cloud
QM
Contact Center as a Service
IVR SBR
WFM ACD CTI
Integration
platform
Services
& APIs
Real/Near
Real-Time
Bulk Data
Transformation
GA Ops CSRs for
IMOs & BDs
Transition technology GA CSR
utilization from SE2 CRM/ Orion to
Salesforce. Case synchronicity with
Admin platforms. Transaction
triggering.
Agent Alert
Notification
Service
SE2 CRM
(Call/status)
SE2 Case
Manager
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..

10. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent10 |
Transforming Customer Experience – by investing in Digital
Enabling Systems of Interactions
Agents/BDs/IMOs GA Sales Desk &
Wholesale Teams
GA NIGO/ACRs SE2 CSRs
New business
Sales cloud Service cloud
Integration
Message Bus
SE2
API
Integration
services
SE2
API
Integration
platform Existing functionality/process
Manual functionality/process
New functionality/process
IMO
Portal
BD
Portal
CRM/Case
Content
Email, Chat,
IM, Collab
Phone/Voice
Integration
Unified Sales/Service Desktop
Service
IntegrationsSales cloud
Service cloud
QM
Contact Center as a Service
IVR SBR
WFM ACD CTI
Integration
platform
Services
& APIs
Real/Near
Real-Time
Bulk Data
Transformation
GA Ops CSRs for
IMOs & BDs
External PlatformIntegration (RIA, IMO, TPA, etc.)
Other GAFG TPAs/Platforms
SE2 CRM
(Call/status)
SE2 Case
Manager
SE2 Image &
Workflow
SE2 Policy
Admin
SE2 Agent
Mgmt..
Billing
Underwriting
Communication
Systemsof Record
Workflow/
Control
Systemsof Interaction/Engagement
Updates
triggered
based on
defined events
in business
processes

11. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent11 |
Transforming Customer Experience – by investing in Digital
Human Assisted Service – PI Approach
Initial state Q2 2018 Q8 2018 Q4 2018 Q1 2019
Future state
PI 1
• Case updates
• SE2 <> GA
case data
transparency
PI 2
• Agent
notifications
• RIA channel
expansion
PI 3
• RIA expansion
PI 4
• Case
comments
synchronicity
• Triggered
transactions
PI “n”
• Ongoing
Digital backlog
Program Increment 1
• GA: Leadership & Mgmt
• SE2: Digital Capabilities & Mulesoft
API
• Bluewolf: SFDC & Informatica
• All NIGO case updates can be
worked via SFDC
• Full NIGO case transparency to
NIGO teams and Sales teams
Development
Deliverables
Program Increment 2
• GA: Leadership & Mgmt
• SE2: Mulesoft API (for Alerts &
Envestnet / FidX)
• Bluewolf: SFDC & Informatica
• Alert transparency to agents via email
on NIGO cases
• Begin API build for RIA expansion
Program Increment 3
• GA: Leadership & Mgmt
• SE2: Mulesoft API
• SFDC – GA, SFDC
• FidX – GA, FidX, Informatica
• RIA expansion
Program Increment 4
• GA: Leadership & Mgmt
• SE2: Digital Capabilities & Mulesoft API
• Bluewolf: SFDC & Informatica
• All case and service comments and
actions synchronized between SFDC
and SE2 systems
Qn 20XX

12. © 2019 SE2, LLC. Proprietary and Confidential Information privileged and only for the information of the intended recipient and may not be used, published or redistributed without prior written consent12 |
FIDxNotesTaskAttachmentNigoCase
Inbound-services
Experience APIs (API gateway)
Json Json Json Json Json ACORD
Outbound-services
JsonJson
System APIs (Connectivity APIs)
Data and access management
Global Atlantic
Case manager-services
Json
Commissions-services
Json
Carrier dashboard
Json
ECM
Json
SE2 Policy Admin
Json
SE2 Commissions
Json
Agent Licensing
Acord
SE2 API Network for GAFG Implementation

13. Thank You !