CSAA Insurance Group Customer 360

Transcription

1 CSAA Insurance Group Customer 360 Jagan Subramanian Director, Enterprise Application Services Steve Rowbury Business Owner 2016 Pegasystems Inc.

2 2

3 Agenda Who is CSAA Insurance Group Vision and Challenges Why Pega Our Journey Early Results Lessons Learned 3

4 Who We Are CSAA Insurance Group is one of three major providers of AAA-branded insurance AAA is the 9th largest insurance brand for Personal Lines Carriers AAA is one of the most recognized and respected brands in the country, providing 53 million members with member-centric products and services: Automotive (maps, DMV, roadside assistance, car buying, car repair, vehicle safety) Travel, member discounts Insurance and financial products Since its founding in 1902, AAA has been a leader and advocate for the safety and security of all travelers AAA Insurance earned Brand of the Year for property and casualty insurance in the 2014 Harris Poll EquiTrend study and ranks in the top three for both auto and home insurance brands in

5 CSAA Insurance Group Key Statistics (As of 12/31/15) 2015 Net Premiums Written $3.2 billion Capital/Surplus Total Policies-in-Force Membership Base AAA Insurance Partners Where We Do Business Headquarters $3.8 billion 2.6 million (products include Auto, Home, other) 19.7 million accessible through our partners 22 clubs 23 states and the District of Columbia Walnut Creek, CA 5

6 We Are Guided by Our Mission, Vision, Values and Strategic Initiatives OUR MISSION We serve AAA members and clubs by making insurance simple, proactive and personal OUR STRATEGIC INITIATIVES OUR VISION We aspire to be the #1 insurer in AAA member households across the markets we serve OUR VALUES We are caring We have humility We have the courage to do the right thing We keep our commitments We are innovative and continuously pursue excellence We are diverse and inclusive 6

7 Create the Perfect Customer Experience We understand our customers needs We aspire to a customer experience that will change the way people think about insurance We will deliver an experience that is simple, proactive and personal We respond in ways that exceed expectations Our customers are at the center of everything we do Our products and services are differentiated by us knowing them as members 7

8 Challenges Disparate CRM Capabilities Multiple policy systems Complicated business processes, silos Information spread across various systems Difficult to identify customer No interaction tracking 8

9 Scope and Objectives Deploy a Contact Center Solution for Sales and Service teams, including CTI screen pop, search, Customer 360 View, etc. End-to-End Campaign Management capabilities for our Marketing group Customer Sales Servicing Marketing Management 9

10 Why Pega? Delivers industry-leading vendor CRM capabilities for sales, service and marketing capabilities Ensures consistent User and Customer Experience across all channels Enables alignment between CSAA Insurance Group CRM and our Partner Clubs current and future CRM strategy Leverages AAA Federation strong data capabilities, and existing Club relationships Speed to market Ease of Integration 10

11 Our CRM Journey Capabilities that differentiate AAA and provide a competitive advantage Base capabilities that members, agents, and employees expect table stakes Minimum capabilities required to meet user expectations Foundational Capabilities that exist in AAA s direct competition and/or in the insurance industry Capabilities that need to be delivered to stay competitive in the market Competitive Capabilities that take the company an extra mile and receive recognition as a leader in the market Market Leader 11

12 Pega Agile and Scrum Software development methods in which requirements and solutions evolve through collaboration of self-organizing, cross-functional teams Promotes adaptive planning, evolutionary development, early delivery, continuous improvement Provides for co-production and active business end-user participation Encourages rapid and flexible response to change 1 Day Daily StandUp Project Initiation Inception/ Sprint 0 2 to 4 Weeks Transition Go Live Sprint 12

13 Early Results Sales/Service rolled out to a pilot group of about 30 users within 6 months; all 1000 Sales and Service users will be on the system within 12 months First set of Marketing campaigns launched in 9 months. Remaining campaigns coming later this year It feels like we stepped into the 21st Century. With this CRM, we re meeting a higher standard. Morgan Shearer, senior sales agent Having the ability to make those payments for all the policies at once and not have to have them repeat any information makes the call smoother for both parties. April Coffey, sales agent The conversion from lead to quote is very simple, allowing us to better serve the customer. Daniel Jackson, insurance sales agent Customers are impressed that we don t ask for the policy numbers when they call. Christine Juarez, senior service agent 13

14 Lessons Learned A close partnership with the Business, at all levels, is critical Gain buy-in early from key Executive stakeholders Work closely with Managers and Supervisors as Champions Live and breathe the rollout, stay connected on the floor with the actual users Implement, Learn, Enhance Stick to the Base solution, don t re-invent the wheel Go fast, agile Get a small group of users live Put a strong support model in place so you can quickly enhance the solution based on user input Predicting true end-to-end system performance is tough: We tested up-front with users, and the Pega solution met expectations; however understanding performance across the many other systems C360 accesses, simulating their load at the same time, proved extremely difficult, time-consuming and expensive 14