Presentation from Jean-Philippe Quin, Head of IT Business Services Transition at Lombard International Assurance, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg

1. MS DYNAMICS CRM PROJECT
LOMBARD INTERNATIONAL ASSURANCE S.A.
Jean-Philippe Quin

2. AGENDA
Lombard Key Information
CRM - Business Needs
The Project
What we have built during the project
What was added afterwards
The Future

3. • Created in 1991 in Luxembourg
• Pan-European (3rd Life Directive)
LOMBARD
KEY INFORMATION

4. • Created in 1991 in Luxembourg
• Pan-European (3rd Life Directive)
• Sophisticated use of life assurance as an on-shore
estate/succession and tax planning solution
• Focus on HNWI/ultra HNWIs
LOMBARD
KEY INFORMATION

5. CONTINUOUS GROWTH
Assets under Administration
(€m)
0
4000
8000
12000
16000
20000
24000
2002 2004 2006 2008 2010 2012
Continuous growth
over 10 years

6. • Created in 1991 in Luxembourg
• Pan-European (3rd Life Directive)
• Sophisticated use of life assurance as an on-shore
estate/succession and tax planning solution
• Focus on HNWI/ultra HNWIs
• Investment management: open architecture
• Distribution: partnerships with private banks and
independent financial advisers - privatbancassurance
LOMBARD
KEY INFORMATION

7. PIONEER OF
PRIVATBANCASSURANCE

8. 0 500 1000 1500 2000 2500 3000
Lombard*
Cardif
Swiss Life
La Mondiale
CALI
Sogélife
R&V
Natixis
PEL
Baloise
Next 10
2,545
1,669
1,695
1,076
806
641
584
496
414
379
2,528
MARKET LEADER SINCE 1999
New Pan-European Business 2011 - Luxembourg Life Companies
€m
Source: Association des Compagnies d’Assurances du Grand-Duché de Luxembourg
Lombard has consistently
been the leader of the
Luxembourg cross-border
life sector since 1999
* Lombard International Assurance only; does not include LIPCC

9. CRM - BUSINESS NEEDS
• Partners and Contacts Management
• Sales Forecast Management
• Performance Tracking
• Pipeline
• Events/Marketing Initiatives
• Contact Reports

10. THE PROJECT:
ASSUMPTIONS
• Adopt instead of adapt
• Package
• 0 code
• Open for future developments and integration
• < 100 m.d project

11. THE PROJECT:
STARTED WITH A POC
• MS Dynamics CRM 2011/SalesForce.Com
• 2 days to demonstrate product capabilities
• Demo to the Business
Dynamics CRM 2011 was the outstanding
solution due to:
• Functional coverage
• Flexibility (customisation capabilities)
• In premises native security
• Integration capabilities with our systems
• Confidence in Partner
• Licensing Cost
• Outlook Integration

12. THE PROJECT:
METHODOLOGY
• Agile
• Daily Scrum with Business SPOC
• Weekly demo to the Business Sponsor
• On the job knowledge transfer from Nerea to internal
resource

13. THE PROJECT:
TIMELINE

14. WHAT WE BUILT AT THAT TIME
• A specific Sales Workflow
Opportunity created by MC
The rating has to be defined
•1 - Pessimistic
•2 – Realistic
•3 - Optimistic
Activities Tracked
•Emails
•Phone calls
•Appointments
Application Form signed
•The amount entered
represents what is stated in
the application form
PCS receives the
opportunity
•The rating is automatically
changed to «4 – Lombard
Pipeline»
PCS tracks the evolution
•Documents
•Actions
•Premium Received by
Money In
PCS closes the Case
•Real premium received
MC pipeline updated
•Actuals as in PA System
•Objectives are up to date
based on real values

15. WHAT WE BUILT AT THAT TIME
• Custom opportunity Forms

16. WHAT WE BUILT AT THAT TIME
• Custom Menus

17. WHAT WE BUILT AT THAT TIME
• Rich Reporting integrating CRM data

18. WHAT WE BUILT AT THAT TIME
• Marketing Templates

19. WHAT WAS ADDED AFTERWARDS
• CRM Opportunities are converted into “Cases”
managed by Back Office
• Case evolution updates the CRM opportunities status
• New “Partner Reports” entities
• Access through Blackberry devices

20. AND THE FUTURE?
• Mobility is key
• Master Data

22. Jean-Philippe Quin
Head of IT Business Service Transition
Jean-Philippe.Quin@lombard.lu
Tel: +352 34 61 91 – 270
Lombard International Assurance S.A.  Société Anonyme
Head office: 4, rue Lou Hemmer  L-1748 Luxembourg  Grand-Duché de Luxembourg
THANK YOU

23. This presentation was produced by Lombard International Assurance S.A. (“Lombard”). Its content is
intended for informational purposes only and is not to be construed as a solicitation or an offer to buy
or sell any life assurance product. Neither is the information contained herein intended to constitute any
form of legal, fiscal or investment advice. It should therefore only be used in conjunction with
appropriate independent professional advice obtained from a suitable and qualified source. No
representation or warranty, whether express or implied, is made in relation to the accuracy, completeness
or reliability of the information contained herein, except with respect to information concerning
Lombard or its group companies. All information in this presentation is based on Lombard’s
understanding of the laws of Luxembourg and of any other jurisdiction referred to herein, as in force at
the date of this presentation. Lombard is not liable for the consequences of any change in law or
revenue practice arising at any time close to or after the date of the presentation.
Lombard is part of the Friends Life group and its head office is registered at 4, rue Lou Hemmer,
L-1748 Luxembourg, Grand-Duché de Luxembourg, telephone +352 34 61 91-1. Its registered branch
office is located at Rämistrasse 8, CH-8001 Zürich, Schweiz, telephone +41 44 269 91 00. Lombard is
regulated by the Commissariat aux Assurances, the Luxembourg insurance regulator and, exclusively for
its Swiss branch office, by the Swiss Financial Market Supervisory Authority (FINMA) in Switzerland.
Copyright © 2013 Lombard International Assurance S.A. This presentation may not be reproduced in
whole or in part or circulated to persons other than the attendees of this presentation without
Lombard’s prior written consent.
DISCLAIMER

24. LOMBARD INTERNATIONAL ASSURANCE S.A.
Société Anonyme
Head office
4, rue Lou Hemmer • L-1748 Luxembourg • Grand-Duché de Luxembourg
Tel +352 34 61 91-1 • Fax +352 34 61 90 • www.lombard.lu
R.C.S. Luxembourg No. B37604 • IBLC LU 15902470
Zurich branch
Rämistrasse 8 • CH-8001 Zürich • Schweiz
Tel +41 44 269 91 00 • Fax +41 44 269 91 01 • www.lombard-swiss.ch
Geneva office
Place du Molard 5 • CH-1204 Genève • Suisse
Tel +41 22 888 13 13 • Fax +41 22 310 57 07 • www.lombard-swiss.ch
Member of the Friends Life group