Insurance customers are forcing change in the industry. how you market to them is a competitive differentiator. What are your customers requirements in this journey? How can you ensure your space in the future game? Here's proof that SAP Hybris can help. Learn more about how we have done this for other customers, and get more information about SAP Hybris here: https://www.hybris.com/en/downloads/white-paper/insurance-digital-future/601

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THE INSURANCE
INDUSTRY’S DIGITAL
MOMENT IS NOW
SAP Hybris Customer Engagement and Commerce

2. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
The Insurance Industry’s
Digital Moment is Now
Your digital
moment is now
Insurance
customers are
forcing change
How you market
is a competitive
differentiator
SAP Hybris IS that
solution
It works.
Here’s proof.
1 2 3 4 5

3. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Examples:
Usage Based Pricing:
Peer-to-Peer Insurance:
Weather-Based Insurance Coverage:
Your digital moment: Fintech is disrupting the industry
Fintech is disrupting
the insurance industry
Global investment in insurance-related
start-up products in $ million:
2.500$ million
Source: Bain Digital Insurer of the Future Benchmarking, 2014-2015; CB Insights; Crunchbase; McKinsey Panorama; McKinsey Global Institute analysis

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Your digital moment: Enabling technology market is growing
Connected homes: Automotive telematics: Autonomous cars:
$ 490 bnby 2019
$ 45 bnby 2019
$ 42 bnby 2025
Source: Bain Digital Insurer of the Future Benchmarking, 2014-2015; CB Insights; Crunchbase; McKinsey Panorama; McKinsey Global Institute analysis

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Your digital moment: There is increasing pressure to perform
Top-agile digital
insurers are growing
+1.8xas fast as their less
digital competitors.
Top-agile digital
insurers are growing
6.2%
Rest
3.5%
Annual revenue growth
rate (2010-2014)
But …
Almost half of insurers say they
do not have a
realistic plan for
digital transition.
Source: Bain Digital Insurer of the Future Benchmarking, 2014-2015; CB Insights; Crunchbase; McKinsey Panorama; McKinsey Global Institute analysis

6. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Insurance customers are forcing change
Digital channels continue to
replace physical channels
At every stage of the insurance purchase process, customers
are increasing use of online/digital channels
Change in percentage between today and in 3-5 years of customers using digital channels:
will be seeking
information online
will be placing their order
through digital channels
of inquiries / servicing of policy renewals will
be processed digitally
claims inquiry claims submissions reimbursement will submit feedback or
complaints digitally
of customers worldwide say they will use a
digital channel for insurance interactions
over the next few years.
Before purchase Purchase After purchase
Claims Feedback
Source: Bain Digital Insurer of the Future Benchmarking, 2104-2015; McKinsey & Co. Global Institute analysis, 2016

7. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Context makes the difference
HOW you market is a competitive differentiator
You need a customer-data-driven marketing solution …
Dynamic 360-degree view
of customer
Insights into real time
customer intent using:
 Explicit and implicit data
 Predictive analytics
 Propensity scores
Deliver contextually
relevant experiences:
 Information
 Offers
 Customer Care
+ =

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Context makes the difference
…to understand the real-time intent of your customer and dynamically deliver
contextually relevant experiences across channels.

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SAP HYBRIS
PORTFOLIO
FOR INSURANCE

10. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Traditional technology solutions no longer work for individual
customer engagement
1st Generation 2nd Generation 3rd Generation
MARKETING
SALES
COMMERCE
SERVICE
CUSTOMER RECORD
Departmental Silos
MARKETING
MKTG
DATA
SALES &
SERVICE
CUSTOMER
RECORD
COMMERCE
CUSTOMER
DATA
'Multi'-channel
architectures are a mess
CONTEXTUAL
MARKETING & SERVICE
COMMERCE &
SALES
PHYSICAL & DIGITAL
EXPERIENCE
CUSTOMER
INTELLIGENCE
Seamless Platform to
Engage the Individual

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SAP HYBRIS
MARKETING
BUILDING SHARE OF MIND
TO BUILD SHARE OF WALLET

12. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Marketing is broken
Marketers bombard customers with irrelevant
messages. Not targeted, not relevant
of online ads are ignored
Source: Google Display Benchmark Tool
99.94%
Email click through rate
Source: Getresponse
3.57%
All digital channel response rate
Source: DMA Response Rate Report 2015
0.62%

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Holistic approach to marketing is needed
…and 15 separate systems to
house customer data
Marketers use 11 siloed channels on average…
Source 1: “The Contextual Marketing Imperative”, Forrester Oct 2015

14. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP Hybris Marketing IS that solution
Integrated Suite of Tools for Marketers
Consumer
and Customer
Profiling
Segmentation &
Campaign
Execution
Commerce
Marketing
Marketing
Analytics
Marketing
Resource
Management
Marketing
Lead
Management
Loyalty
Management
Supported by first-party and third-party applications
Real-time data integration on SAP HANA

15. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
It works. Here‘s proof.
Ran proof-of-concept
campaign using SAP
Hybris Marketing
Compared Random
Chance vs.
Predictive Score
lift in response was
achieved using SAP
Hybris Marketing
Anonymous customer
from insurance industry
SAP Hybris Marketing insurance proof of concept

16. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP HYBRIS
COMMERCE
CONTEXTUAL CUSTOMER
EXPERIENCE USING
MARKETING INSIGHTS

17. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
THE MAJORITY OF
BUSINESSES CAN’T
SUPPORT AN OMNI-
CHANNEL CUSTOMER
JOURNEY.
JUST 12% CAN PROVIDE
A SEAMLESS HAND-OFF
BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014

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SILOED DATA
Data is often out of date, siloed,
or ignored/unutilized
TOO MANY TOOLS
Different tools for different tasks, complex
integration limits possibilities
INCONSISTENT TOUCHPOINTS
Inconsistent behavior on systems
with different logic
TOO MUCH
COMPLEXITY
=
OVEREXTENDED STAFF
Businesses have more and more tasks
across different systems

19. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP Hybris Commerce for Insurance offers …
SEARCH ENGINE
OPTIMIZATION
3.
RICH CONTENT FOR
MARKETING & PRODUCTS
1.
PERSONALIZATION AND
RECOMMENDATION
2.
FULLY INTEGRATED
MOBILE SOLUTION
4.
AGENT / BROKER
INTERACTION
5.
INTERFACE TO PRODUCT &
QUOTATION
APPLICATIONS
6.
INTERNET OF THINGS /
USAGE BASED INSURANCE
7.
POWERFUL MASTER-DATA
MANAGEMENT
8.
FLEXIBLE, MODERN,
SCALABLE PLATFORM
9.

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DEMO

21. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP for Insurance Demo Recording
http://go.sap.com/assetdetail/2016/10/b279e6d8-8d7c-0010-82c7-eda71af511fa.html

22. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
Additional Resources to learn more
SAP Hybris Insurance Homepage
http://hybris.com/de/industry-solutions/insurance
Serving today’s technologically-empowered insurance customer
http://www.the-future-of-commerce.com/2016/10/28/insurance-digital-consumer/
SAP Hybris Infographic “The insurance industry's digital moment is now”
http://hybris.com/en/insurance-digital-moment
SAP Hybris White Paper “Insurance – Coming of Age in a Digital Future”
http://hybris.com/en/downloads/white-paper/insurance-digital-future/601

23. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
THANK YOU