CCT Paris 2013: Transformation Digitale. Opportunités pour le monde de l’assurance

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La digitalisation ouvre de nouvelles portes aux acteurs du secteur « Banque et Assurance ». Lors de cet atelier, découvrez comment de grands clients français comme AXA ont été capables grâce à Salesforce d’établir des relations plus fortes avec leurs clients et de transformer leur façon de collaborer aussi bien en interne qu’en externe.

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CCT Paris 2013: Transformation Digitale. Opportunités pour le monde de l’assurance

  1. 1. Customer Company TourConnectez-vous avec vos clients comme jamaisTransformation DigitaleOpportunités pour le monde de l’assurance@Philippe Omer-Decugisin/POD108Philippe Omer-DecugisGlobal Account Manager
  2. 2. « En 3 ans l’entreprise a changé plus qu’en 30ans »
  3. 3. 20102012Durée d’utilisation d’Internet4 heuresPar moisReste du WebSources : Ben Elowitz, Wetpaint / comScoreRévolution sociale et collaborative :le reste du Web se réduit22 %du tempsdutilisationdInternet estconsacré auxréseauxsociaux.
  4. 4. Les utilisateurs mobilesde Facebook sont 2 foisplus actifs que lesutilisateurs sur PC.- facebook.com81minutespar jourRévolution sociale et collaborative :plus dapplications mobiles utilisées que de navigateurs WebSource : comScore, Alexa, Flurry AnalyticsApplicationsmobilesNavigateur
  5. 5. La Révolution Digitale génère des opportunités pourle monde de la banque & de l‘assuranceAgent Centre deContactOnline MobileAppsSocial, AssuranceConnecté1960s 1980s 2000s TodayAgent
  6. 6. Le monde de l’assurance : De profonds changement en coursClientsComplexesPrésence SocialMulti-canalMobileTemps RéelComplexitéOpérationnelInnovation encore trop lenteManque de transparenceRèglementation ComplexeSilosCompétitionDisruptiveNouveaux entrantsdigitauxNombreuses options pourles clientsConvergence des produitsRévolutionsTechnologiqueCloud ApplicationsMobile AppsCoûts des Legacy ITContraintes évolutives
  7. 7. Le pouvoir est maintenant du coté du clientQui sont souvent frustrés des anciens modèlesMauvaisesExpériencePas/Peu de servicesmulti-canalPas/Peu de servicepersonnaliséesDonnées silotéesAssureurs FrustréesCroissance freinéeCentré sur les produitsPas sur les clientsPas de réelle vision clientsCollaboration difficileCoût d’acquisition élevéPas assez de Cross-SellFaible LoyautéBcp d’options possiblesForte compétitionsNouveaux entrantsAdaptation difficileLegacy ITLenteur & coûts dedéploiement élevéDépendant des legacyRéseaux de distributioncomplexesClients
  8. 8. Les assureurs sont déconnectés de leurs clientsVos clients sont connectés… Votre compagnie d’assurance est-elle connectée ?
  9. 9. Ré-Inventer l’expérience Client1 Profil ClientPlatform Client IntégréeExpérience Client UniqueSource: 3rd-party survey of salesforce.com customers in the financial services industry33% higher customer satisfaction among Salesforce customersConnected Customer ExperienceMobile ContactCenterAgentsSupport/AdminWebSocialPoS Réseaux
  10. 10. Salesforce : l‘architecture dune Customer CompanyTous les réseauxsociauxTout type determinauxBack-officeTout typed’applicationsPlace de marchéAppExchangeERPFinancesApplicationspubliques ou privéesClientsconnectésProduitsconnectésPartenairesconnectésEmployésconnectésSalesforceIdentityChatterData.comInfrastructure multi-tenantDatabase.comSalesforcePlatformApplicationsForce.com Heroku TouchWork.comCommunitiesVentes Service Marketing AppExchange
  11. 11. Salesforce.com leader dans le domaine de l’assuranceNotre devons notre croissance au succès de nos clients !
  12. 12. Numéro 1 du cloud computing & de la gestion de la relation clientN° 2en termes deperformancesN° 1des solutions de ventes, deservice client & demarketingN° 1du cloudcomputingN° 1de linnovation2011, 2012N° 1mondialdu CRM
  13. 13. AXA Group :I.Présentation du centre d’excellenceII.Comment AXA Maroc optimise ses réseaux de distribution avec SalesforceAXA Assistance :I.Commernt AXA Assistance aide ses grands clients Bancaires à fidéliser leursclient grâce au service de conciergerieExample CustomerQuote HereName, Title, Company
  14. 14. Centre d‘excellence AXA
  15. 15. 2012 FY Earnings - Key HighlightsProperty & Casualtyand InternationalInsurance42%Protection& Health32%Savings &Asset Management26%90.1 Euro billionrevenues1,1164.353.710257 countriesRegionsBusiness linesFrance26%United States11%United Kingdom &Ireland3%Japan8%Northern, Central& Eastern Europe34%Asia (excl. Japan)8%Direct P&C1%Insurance UnderlyingEarningsUnderlyingEarningsEuro billionassets under managementEuro billionunderlying earningsEuro billionshareholders’ equitymillion customersinsurance brandworldwide1stMediterranean& Latin America region9%163,000 employees
  16. 16. Our business contextHandle changes of mindset for Inforce Management with the digitizing of the distributionnetwork•Use of a consolidated customer service tool set•Following of consistent processes when addressing customer needsHandle changes of mindset for Inforce Management with the digitizing of the distributionnetwork•Use of a consolidated customer service tool set•Following of consistent processes when addressing customer needsThe entities of AXA Group evolve in two types of market : mature market and growth market.Depending on the market, the approach to handle the business context will be differentAn economical context that have to be taken into account•Mature market have to face cost reductions•Growth market have to support their growth by building cost effective distribution solutionAn economical context that have to be taken into account•Mature market have to face cost reductions•Growth market have to support their growth by building cost effective distribution solutionDistribution models needs to be redesigned to stick to the market•Customer centricity approach rather than contract centricity•A new approach in bringing up-to-date current applications in a context where the business wants it done faster, cheaper, with a realvalue and in reliable wayDistribution models needs to be redesigned to stick to the market•Customer centricity approach rather than contract centricity•A new approach in bringing up-to-date current applications in a context where the business wants it done faster, cheaper, with a realvalue and in reliable way
  17. 17. Salesforce.com: The solution to our business marketing & distribution needsOur business prioritiesDistribution efficiency… with two types of issues•Emerging markets•Mature countriesFirst feedbacksFirst feedbacks from business users of earlyadopters are excellent•Easy & Agile•Huge ROI on Siebel Decomissioning•Salesforce.com is now a reality• From 100 to 11,000 Users in 18 months• key projects Innovative project•Cost Reduction•Risk Mitigations•Time to marketWhy a SFDC COE for AXA?The cloud environment is new and differentand strongly requires a global help andcoordination on Centre of Excellence mainactivities
  18. 18. Salesforce.com natural positioning within Insurance Business BlocksProductsProduct Offering descriptionProduct Offering descriptionProduct rules(eligibility, pricing, channelaffinity)Product rules(eligibility, pricing, channelaffinity)ClaimsClaims notificationClaims notificationClaims settlementClaims settlementClaims historyClaims historyCustomerCustomer Personal dataCustomer Personal dataAlerts definitionAlerts definitionBehavior trackingBehavior trackingMarketingCampaign ManagementCampaign ManagementPromotionPromotionAdvertisingAdvertisingLead ManagementLead ManagementQuotationPricing(considering risk assessment,customer value, campaign, etc)Pricing(considering risk assessment,customer value, campaign, etc)Needs / Risks analysis (datacollection)Needs / Risks analysis (datacollection)Proposal(+ relevant options)Proposal(+ relevant options)Quotation acceptanceQuotation acceptanceQuotation history (save & retrieve)Quotation history (save & retrieve)Policy AdministrationPolicy Portfolio Summary / DashboardPolicy Portfolio Summary / DashboardPayment(notification, realization, history)Payment(notification, realization, history)Detailed policy dataDetailed policy dataEndorsementEndorsementRenewalRenewalNew Business underwritingNew Business underwritingCancellationCancellationReinstatementReinstatementInquiryInquiryLapseLapseDocument Management(e.g. upload of proof docs, certificate issuing)Document Management(e.g. upload of proof docs, certificate issuing)Accessibility Online registration & login (incl.pwd reset)Online registration & login (incl.pwd reset)Adequate Privacy and securityAdequate Privacy and securityMulti-platform availability(e.g. mobile or low-hand config)Multi-platform availability(e.g. mobile or low-hand config)Customer Preferences (e.g.contact channel)Customer Preferences (e.g.contact channel)Even-based marketingEven-based marketingCustomer program managementCustomer program managementDistributor’s customer portfolioDistributor’s customer portfolioDistributorChannels profileManagementChannels profileManagementChannelPerformanceChannelPerformanceCommission calculation &managementCommission calculation &managementCommission monitoringCommission monitoringChannel Training &communicationChannel Training &communicationActivitymanagementActivitymanagementSingle View of Customer(Restitution)Single View of Customer(Restitution)Corporate informationCorporate informationContactIn/outBox(basic messaging)In/outBox(basic messaging)Push information (market or AXAnews)Push information (market or AXAnews)CustomerRelationship ManagementCustomerRelationship ManagementDialogue (call back, IM and videochat)Dialogue (call back, IM and videochat)Consistent & Tailored UserExperienceConsistent & Tailored UserExperienceClaims filingClaims filingOther processes during policy lifecycleOther processes during policy lifecycleSFDC coverageSFDC coverage SFDC partial coverageSFDC partial coverage Not covered by SFDCNot covered by SFDC
  19. 19. Salesforce.com footprintOverview in 2012Key FiguresKey FiguresAround 30 000 users in2016Already 10 countries andentities take part in the “DesignAuthority Committee”animated by SFDC Community11 000 usersworldwide in 2012AXA GIE, AXA Life Japan,AXA Asia outsourced their SFDCDesign Authority to SFDCCommunity# of Users# of Users
  20. 20. # of Users# of UsersSalesforce.com footprint (cont’d)Current SFDC initiatives/projects in 2013Status: Countries syndicationScope: Regional Distribution PortalSolution: Force.com “One app”AXA ASIA 10000 usersStatus: In ProductionScope: Distribution Portal + eApplicationSolution: Force.com “One app”Entity : AXA Mandiri (Bancassurance)AXA Indonesia 1750 usersStatus: Study + POCScope: Lead Management +Sales PortalSolution: Sales CloudAXA Life Japan 8000 usersStatus: Study + POCScope: Distribution PortalSolution: Force.com “One app”AXA Morocco 150 usersStatus: Scoping phaseScope: Distribution Portal – Siebel replacementSolution: Service CloudAXA IM 500 usersStatus: ScpingScope: Distribution PortalSolution: Force.com “One app”AXA Philippines 1750 users… All these are directly led by SFDC CommunityStatus: Support CRM Strategy definitionScope: DistributionSolution: Force.comAXA Mexico 10000 usersStatus: Study + POCScope: Complaint ManagementSolution: Service CloudAXA Singapore GI 100 users
  21. 21. Service OfferingService Offering• Opportunity and feasibilitystudy for SIEBEL to SFDCmigration for services• Opportunity and feasibilitystudy for SIEBEL to SFDCmigration for servicesSiebel to SFDC• POC, preliminary studies(Asia ; CEE)• TCO, ROI• POC, preliminary studies(Asia ; CEE)• TCO, ROIStudyCoreactivitiesSupport&Study• Advisor or contributor forproject implementation• Design / build / maintainsolutions / assets for HGM• Advisor or contributor forproject implementation• Design / build / maintainsolutions / assets for HGMImplementationVendor Management Best PracticeDesign Authority Asset PortfolioOur Salesforce.com Center of ExcellenceServices overview
  22. 22. How we interact?The way we work :•Our methods are agile and iterative for adaptability,better proximity and transparency•We have the ability to involve and mobilize a wide range ofexpertise and knowledge through the SFDC CoE whenrequiredOPERATINGMODELCORE ACTIVITIESWe mobilize expertise to help AXAentities define scope and approach fortheir CRM projects in sharing the best re-usable practices.CORE ACTIVITIESWe mobilize expertise to help AXAentities define scope and approach fortheir CRM projects in sharing the best re-usable practices.STUDY & MOCKUPAfter a first qualification, we do aquotation and share it with you.We use the interactive approach to alignyour business & IT Team:•Day 1: Business requirements identification withbusiness & IT sponsors at CxO level•Days 2 & 3: Mockup configuration with yourbusiness & IT team•Day 4: Mockup restitution to the board (all CxO)STUDY & MOCKUPAfter a first qualification, we do aquotation and share it with you.We use the interactive approach to alignyour business & IT Team:•Day 1: Business requirements identification withbusiness & IT sponsors at CxO level•Days 2 & 3: Mockup configuration with yourbusiness & IT team•Day 4: Mockup restitution to the board (all CxO)PILOTWe create a new solution in collaborationwith each AXA entity.We are in a win-win relationship.PILOTWe create a new solution in collaborationwith each AXA entity.We are in a win-win relationship.
  23. 23. AXA AssistanceProgramme de Conciergerie
  24. 24. AXA AssistanceAUTOMOBILE VOYAGE DOMICILE SANTEDOUBLE MISSION : Aide en cas d’urgence + Faciliter vie quotidienne des clients• Notre savoir-faire est fondé sur une triple capacité :–Réactivité client–Mettre en œuvre les prestations adéquates,–Coordonner des intervenants multiples.
  25. 25. A propos d’AXA Assistance•AXA Assistance : Parmi les 3 plus grandsassisteurs mondiaux.•992 M EUR de CA en 2012.•6900 collaborateurs.•Près de 8,5 millions de dossiers traités en2012.•Une présence sur les 5 continents, dans 34pays, avec des interventions dans plus de 200
  26. 26. A propos de la conciergerie•Marché : +/-1 milliard de dollars.•Croissance annuelle : +/- 10% par an.•La part croissante du digital dans ce métier.
  27. 27. Pourquoi Salesforce ?•Vision unique du client•Couverture mondiale & Standardisation des processus•Agilité, Rapidité•Coût des licences raisonnable.•Evolutivité au regard de la propre évolution de notre métier :–Mise en place progressive de nouvelles fonctionnalités : socialprofiling, live chat, CTI.–Interfaçage avec des outils marketing pour passer d’une approcheréactive à une approche pro-active vis-à-vis de nos clients.
  28. 28. Nous sommes à votre écoute !Donnez-nous votre feedback en moins d’une minuteavec votre smartphone ou à l’accueilPour chaque formulaire rempli,nous donnerons €5 en votre nom
  29. 29. Customer Company TourConnectez-vous avec vos clients comme jamaisQuestions et réponses

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