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SAP FORUM İSTANBUL 2014The Networked Insurer
Marc Nolla
Director Strategic Initiatives
SAP Innovation South Europe
© 2014 SAP AG. All rights reserved. 3
Networked Insurer
i-SWAT
© 2014 SAP AG. All rights reserved. 4
i-SWAT
The Networked Insurer
PRECISIONOMNI-CHANNEL USAGE BASED
© 2014 SAP AG. All rights reserved. 5
Omnichannel
Insurance
i-SWAT
© 2014 SAP AG. All rights reserved. 6
In 2014 … insurers will become customer-centric by
integrating systems of record, such as underwriting
and core administration systems, with systems of
engagement, such as customer channels and online
and mobile engagement
OVUM
i-SWAT
© 2014 SAP AG. All rights reserved. 77
i-SWAT
This is not new
© 2014 SAP AG. All rights reserved. 8
Insurance has become a truly multichannel journey
© 2014 SAP AG. All rights reserved. 9
Touchpoint hopping is the dominant behavior
Source: Life and Health Insurance Foundation for Education and LIMRA Int. “2013 Insurance Barometer Study”
© 2014 SAP AG. All rights reserved. 10
SAP Omnichannel Management
ClaimPolicy CRM Data Pools
ERP
TVWeb POSMobile Social Print
Single view of Customers Single view of Products
Single Source
of Truth
Single Source
of Truth
Call Center
© 2014 SAP AG. All rights reserved. 11
11
Unlock the backend to the digital touchpoints
Policy systemLegacy systems
Product Content
Management
ContextualPersonalization
Omnichannel Touchpoint Connect
Call Center Mobile Online
hybris Insurance Portal Platform
Aggregator websites
Customer-, policy and product data
Data warehouse Claims systems
Web Content Management
QuoteCapture
engine
InsuranceSpecific
Product content
Self ServiceArea for
Policy Management
Agents & Brokers
© 2014 SAP AG. All rights reserved. 12
12
Reference Case: Money Supermarket.com 2013 Website of the year
© 2014 SAP AG. All rights reserved. 13
13
hybris insurance accelerator – PlannedEnable customers to easily buy insurance products
Mobile
Search & Find
Product,
Agent
Buy Insurance
Product
directly
myAccount
Assisted Selling
© 2014 SAP AG. All rights reserved. 14
Search Engine Optimization is impacting marketing budget
© 2014 SAP AG. All rights reserved. 15
High Quality Content drives SEO traffic
© 2014 SAP AG. All rights reserved. 16
Usage Based
Insurance
i-SWAT
© 2014 SAP AG. All rights reserved. 1717
i-SWAT
7.6b People
50b Things
During 2008, the number of things connected to the Internet exceeded the number of people on earth
2003 2010 2015 2020
The “Internet of Things”
Cisco Internet Business Solutions Group (IBSG), April 2011 and Morgan Stanley, October 2013
25b Things
© 2014 SAP AG. All rights reserved. 18
“Digital Physical blur … usage and
contextual data they can use to refine
risk, redefine products and transform
customer relationships”
Accenture
i-SWAT
© 2014 SAP AG. All rights reserved. 19
i-SWAT
Transforming the Insurance Value Chain
© 2014 SAP AG. All rights reserved. 20
i-SWAT
© 2014 SAP AG. All rights reserved. 2121
i-SWAT
Wearables and Health
© 2014 SAP AG. All rights reserved. 2222
i-SWAT
Source Celent
© 2014 SAP AG. All rights reserved. 2323
i-SWAT
SAP HANA in ActionPerformance of “Medical Treatment” Query
Before SAP HANA With SAP HANA
2.5 minutes
150 hours
Runs
3600x
fasterThe high expectations of SAP
HANA have already been
surpassed significantly during the
proof of concept
Udo Patzelt, AOK Systems at SAP
Less than 2,5 Minutesanalysis response time
> 540.000.000records
“Diabetic Medical Treatment Query”
Complex join
across 11 data
sources
© 2014 SAP AG. All rights reserved. 2424
i-SWAT
Track, Monitor and Reward Healthy Lifestyle
© 2014 SAP AG. All rights reserved. 2525
i-SWAT
Smart Thermostat and Smoke Detection
© 2014 SAP AG. All rights reserved. 2626
i-SWAT
© 2014 SAP AG. All rights reserved. 2727
i-SWAT
© 2014 SAP AG. All rights reserved. 2828
i-SWAT
SAP Smart Meter
© 2014 SAP AG. All rights reserved. 29
NRI Tokio Traffic
© 2014 SAP AG. All rights reserved. 3030
i-SWAT
Connected Cars
© 2014 SAP AG. All rights reserved. 3131
i-SWATConfidential Baseline
Telematics 2014 ©
31
Usage Based Insurance Overview
Baseline Telematics 2014 ©
Hard Wired OBD Mobile App
© 2014 SAP AG. All rights reserved. 3232
i-SWAT
Capture the Signal
Date Time Altitude Longitude Latitude Speed Event
5/27/2014 15:03:05 48.28949 2.155304 48.90274 0 9001
5/27/2014 15:03:05 48.28949 2.155304 48.90274 0 8007
5/27/2014 15:03:05 48.28949 2.155304 48.90274 0 8008
5/27/2014 15:03:05 48.28949 2.155304 48.90274 0 4001
5/27/2014 15:06:55 42.50176 2.154397 48.90233 0 8007
5/27/2014 15:07:03 56.61715 2.154592 48.90233 10.08 6030
5/27/2014 15:07:06 55.918 2.154641 48.90237 10.152 6001
5/27/2014 15:07:08 56.29464 2.154519 48.90247 20.16 6001
5/27/2014 15:07:11 56.48324 2.154322 48.90267 20.556 6001
5/27/2014 15:07:12 56.52615 2.154227 48.90269 21.492 6001
5/27/2014 15:07:14 56.18753 2.154176 48.90275 18.792 6001
5/27/2014 15:07:15 56.31979 2.154196 48.90278 14.832 6001
5/27/2014 15:07:16 56.69271 2.15421 48.9028 8.351999 6001
5/27/2014 15:07:17 56.56228 2.154221 48.90281 5.544 6001
5/27/2014 15:07:19 56.13375 2.154306 48.90285 16.416 6001
5/27/2014 15:07:20 55.98056 2.154411 48.90287 22.788 6001
5/27/2014 15:07:22 55.85507 2.154633 48.90289 27.936 6001
5/27/2014 15:07:23 55.83383 2.15478 48.90288 32.436 6001
5/27/2014 15:07:32 56.40841 2.155784 48.9028 22.428 6001
5/27/2014 15:07:33 56.67379 2.155865 48.90275 21.312 6001
5/27/2014 15:07:34 57.11874 2.155948 48.90274 20.268 6001
5/27/2014 15:07:36 56.85092 2.156053 48.90273 17.136 6001
5/27/2014 15:07:38 56.59451 2.156201 48.90269 21.528 6001
5/27/2014 15:07:39 56.08731 2.156279 48.9027 19.872 6001
5/27/2014 15:07:50 56.80227 2.15648 48.90267 8.136 6001
5/27/2014 15:07:50 56.80227 2.15648 48.90267 8.136 4001
5/27/2014 15:08:06 57.05593 2.157631 48.90274 23.652 6001
5/27/2014 15:08:20 56.94894 2.159243 48.90266 28.764 6001
5/27/2014 15:08:24 56.88003 2.159572 48.90259 20.736 6001
5/27/2014 15:08:44 56.07956 2.160122 48.90256 21.312 6001
5/27/2014 15:08:50 57.47592 2.160361 48.9025 7.992 4001
5/27/2014 15:08:52 57.19204 2.160405 48.90247 7.487999 6001
5/27/2014 15:08:54 57.47274 2.160419 48.90249 6.444 6001
5/27/2014 15:08:56 57.21926 2.160458 48.90251 5.76 6001
5/27/2014 15:08:58 57.4053 2.160491 48.90251 5.868 6001
5/27/2014 15:09:07 57.50613 2.161062 48.90249 25.704 6001
Baseline Telematics 2014 ©
© 2014 SAP AG. All rights reserved. 3333
i-SWAT
Smartify
Baseline Telematics 2014 ©
© 2014 SAP AG. All rights reserved. 3434
i-SWAT
Underwriting
Baseline Telematics 2014 ©
© 2014 SAP AG. All rights reserved. 3535
i-SWAT
«Standard»insurancepremium for youths
Program Basic Premium
Irresponsible
behavior :
Up to xxx %
surcharge
Mileage
Exceptional
behavior :
up to xx % off
$$$ $$$
Pricing
Baseline Telematics 2014 ©
© 2014 SAP AG. All rights reserved. 3636
i-SWATBaseline Telematics 2014 ©
© 2014 SAP AG. All rights reserved. 3737
i-SWAT
Claim scenario Automation
Automate
processes
Integrate third
parties
Service and
control
© 2014 SAP AG. All rights reserved. 38
Precision Insurance
i-SWAT
© 2014 SAP AG. All rights reserved. 39
“…a comprehensive, cross-functional
enterprise data analytics strategy will improve
customer targeting, product design, pricing,
agency management, underwriting, claims and
reporting.”
Ernst&Young
i-SWAT
© 2014 SAP AG. All rights reserved. 4040
i-SWAT
The Evolution of Business Intelligence
Raw
Data
Cleaned
Data
Standard
Reports
Ad Hoc
Reports &
OLAP
Agile
Visualization
Predictive
Modeling
Optimization
What happened?
Why did it happen?
What will happen?
What is
the best that
could happen?
Use
rE
ng
ag
em
en
t
Maturity of Analytics Capabilities
SelfService BI
Generic
Predictive Analysis
Co
lle
cti
ve
Ins
igh
t
© 2014 SAP AG. All rights reserved. 4141
i-SWAT
CUSTOMER LIFECYCLE VALUE CHURN RATE CUSTOMER ENGAGEMENT
Improve Segmentation and Targeting
© 2014 SAP AG. All rights reserved. 4242
i-SWAT
Relevance Drives Consumer Value
Personalization
CRM-based
offers
“I know who my
customers are,
but can I reach
them when it
counts?”
Tim
eli
ness
Location-based
offers
“I know where my
customers are,
but everyone gets
the same offer.”
Precision Insurance
1:1 Personalization
At the point-of-decision
© 2014 SAP AG. All rights reserved. 4343
i-SWAT
How to make an insurance App Viral?
© 2014 SAP AG. All rights reserved. 4444
i-SWAT
How to make an insurance App Viral?
“Building a digital engagement that
EXCITES, ENABLES and EMPOWERS
your customers
You need to have a really powerful
reason to get customers to use your
App:
CONVENIENCE, UTILITY, VALUE /
REWARDS”
How to Build a Billion Dollar App -
George Berkowski
© 2014 SAP AG. All rights reserved. 4545
i-SWAT
Omni-Channel Insurance
WiKi Insurance - myJourneyPull Insurance:Auto, Health, Travel and Life
© 2014 SAP AG. All rights reserved. 4747
i-SWAT
Storm-Analytics
© 2014 SAP AG. All rights reserved. 4848
i-SWAT
Alert Notification – Alert Worklist
© 2014 SAP AG. All rights reserved. 4949
i-SWAT
Inquiry & Analyze – Network Analysis
© 2014 SAP AG. All rights reserved. 5050
i-SWAT
The Networked Insurer
OMNI-CHANNEL
INSURANCE
PRECISION
INSURANCE
USAGE BASED
INSURANCE
© 2014 SAP AG. All rights reserved. 51
Simplify Everything
do Anything
i-SWAT
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Teşekkürler
© 2014 SAP AG. All rights reserved. 5353
i-SWAT
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.
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Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.
© 2014 SAP AG. All rights reserved
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.
All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
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