Empower your Insurance Business with Sales process automation tools for Insurance Industry

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hi everyone and welcome to our webinar that is dedicated to the smart smart workflow automation for insurance industry my name is alex petronk and i'm your host the pre-sales director and product evangelist at creatio and today i will be driving you through uh the topic of how creatio can provide a unified platform to automate the core business departments of any organization so support marketing sales and service operations and as always we're going to start with the quick introductory slides just to kick off the stage let ourselves start it and please don't hesitate to ask any questions in the chat area uh feel free to ask pretty much anything that comes into your mind our team will respond to those questions as we go and of course if some of them are left unanswered we will cover them in the end of the uh of the demo during our q a session so let's get started now first of all um as we know and we've covered multiple times through our previous engagement for previous webinars at this point it is evaluated that in the world there are only 25 million of developers available and as you understand this number does seem quite high at all times right but the thing is that over the next couple of years it is expected that the demand for business applications and solutions is going to grow to 500 million new applications which is a ridiculous amount of apps that these 25 million developers will have to develop and the expectation to have them all received quickly in time and at required quality does seem unrealistic so if you think about it by having 1.7 billion knowledge workers that are very very aware of all of the business aspects all the organizations from those applications that they demand by empowering these knowledge workers to deliver those applications we can actually cover the demand in the applications and even provide a lot more at a better scale at a better quality by utilization of no-code technologies because the idea of the no-code technologies is actually to allow these applications being delivered without any special and technical knowledge without any technical background by using drag and drop point-and-click style of configuration of business applications and when you think about the whole industry of insurance and its need in digitalization it really brings us to the idea that by introducing noco technologies to the insurance industry we can actually support the growing demand of the business in digitizing their key business processes in allowing them to change faster and to adapt to the changing business environments and of course to reinvent the ways that they are engaging with their customers how do they engage them in marketing campaigns how do they support their need and uh sales products right and how do they actually support and retain their loyalty throughout their life cycle but as well how can they change the way that they are engaging in the way they're building relationship with their own employees and the idea here is that creation throughout its no good and local technology can support all of these demands and can provide an amazing way that the businesses can actually meet those requirements meet the market changes and provide a solution uh to their key stakeholders by giving them a noco technology that will support the end to end process from idea conception to the rollout and to eventual change and what creation really is looking to deliver to our customers is a complete freedom in building and owning the automation that the company seeks by giving the non-technical workers the freedom to create their business applications without any limitation in customization in building applications without a single line of code with full transparency on how the applications are deemed to be uh operating and of course with the help of the marketplace to accelerate the time to market and accelerate the time to value to any organization out there and the way that we're again looking to deliver this is by providing a one platform of studio creation that encompasses crm core applications the best practice in managing marketing sales and service automation by providing industry workflows in a single solution based on the crm system and of course through the reusage of connectors and templates on our marketplace that are all supported with the no-co platform of creation allowing to scale to adapt and to change all of those applications even further right by introducing additional processes for middle and back office right by introducing processes that are non-crm related and actually allowing the customers to scale quickly and use creation as a single core business application within the organizations and of course the single platform and or the one platform is just one of the promises that croatia has at its heart at the score where we as well are looking to deliver full freedom and genuine care to our customers and these are just the core principles of creation that we believe that we deliver to our customers and we are very excited to introduce the product uh through the demo that is dedicated to the insurance businesses so let's jump into the product right now and look at how creation can help and allow our customers to automate the core processes for insurance organizations okay and as we jump into the demo itself this is really where we start the day in the life of any user that is working with croatia as a single platform through our homepages we're trying to deliver the core uh key performance indicators that should be bringing up the attention of the user towards how well they're performing throughout their day-to-day operations right how well the system is helping them perform and how the system itself is really performing and of course the idea behind the home pages is to make the whole stage and work with the analytics more interactive right so allow the users quickly navigate between these analytics they can be as well easily introduced through no code methodology and no code technology now of course at this stage it is also quite important to mention that in addition to these home pages we as well provide quite a lot of dashboarding capabilities that can help expand and extend the overall view of the analytics and the data that we're tracking in the application and of course the idea here is that the home pages are just going to be the starting point where through the dashboards we can as well deep dive in all of the data that is going to be sitting behind that and talking about the one platform and a single platform for margin sales and service automation it is quite important to remember that for many organizations that this is the beginning of the journey in building their single solution to deliver this true customer 360. and uh the customer 360 in this case would be covering not just the corporate insurances right in corporate businesses but as well the retail engagements by allowing the uh organizations have a unified and a consistent view over the customer data whether we're talking about corporate or whether we're talking about retail insurance in this case what the customer 360 is really going to be standing for is the ability to aggregate all of the customer data under a single roof under single area when if we're talking about alex wilson as an example right we can as well bring forward this data through dashboards and analytics that are going to be embedded into the initial screen of the customer data just so that every single time that an end user is opening up the record they can see this data being brought forward and made available at the very first glance and when we talk about customer 360 insurance of course this is covering the nps engagement the policy analytics the ability to as well understand the white spacing in the customer records right to see actually there are any of the possibility of upselling on additional products to their family members that we already know of right as well dwell into some of the claims and case analytics that have been captured with our service products and of course additional views of the data based on the marketing engagement and other pieces of the product and even though this is just the initial screen of course there is so much more that we can track throughout the product itself right everything that is related to the base social demographic segmentation of the customer data anything around the noteworthy events any job experience and communication options that we might need to be connected to to as well understand more complex organizational structures that are going to be related to retail customers right and as well to more corporate structures and corporate segments all of the data around the connected to and building this structure views would allow us to then actually from the corporate side of things have a better conversion of the data and utilization of the data by allowing the relationship managers to better utilize the data in identifying future business opportunities and all of this is really supporting the needs of our customers in utilizing the single and unified crm in their processes now of course it is quite important to remember that throughout the portfolio and networks offer overview we can look at all of the policy data all of the adjustments around the premiums to be able to use well identify next best offer supported by machine learning models and machine learning capability to run any additional product questionnaires that we might need to incorporate into our processes as part of opening up or signing up the insurance contracts or throughout our wholesale processes to evaluate the work and the satisfaction of the customers with our services to the customer 360. that can be as well looking into all of the claims data right if there are any additional uh services or tickets that need to be opened in within our claim department right look into all of the services that are available to customers at all times to be able to understand the customer engagements through submitted forms through web sessions and web actions when creation is fully integrated with the website of our customers based on all of the data that we are going to be tracking within creation we can actually exchange it with third-party segmentation engines and deliver the possible segment groups for our customers that can be included into our marketing engagement campaigns and speaking of the marketing engagements campaigns of course throughout our marketing activity tracking we can as well look in all of the subscription statuses all of the emails uh and bulk emails that were accessing outs any additional events direct mails and marketing campaigns where we have been engaging these customers throughout their lifetime so overall this is quite a massive data set that we're tracking naturally and out of the box throughout our standard configuration and at points where we need to have a more consistent and precise view over the customer journey and view over the customer data we can as well look at it through a chronological perspective at the timeline view where we can really analyze and understand step by step how the relationship was for progressing at all times what were the different steps that were taking by our end users what was the communication that was actually track managed within the application and all of this further on can be as well used at all times by all of the users depending on their role so for instance if we're talking about building a marketing engagement segment or segmentation list our customers can use the combination of uh base social demographic segmentation the history of communication the transactional data the behavioral data and the history of sales by delivering very specific customer segments that are going to be then built without a single line of code right not involving id not depending on the idea resources and delivering complex queuing uh or curing but actually by using all of the data points that are available on a contact level or in the related data all of this is available for all of the end users of creation allowing them to have the self-service technology at their fingertips and allowing them to easily deliver very precise marketing segments that they would like to engage to promote products to promote uh additional services that they could be upselled based on the max best offer for example or identifying the isps across the corporate relationships and corporate customers that would like to engage so quite a lot of capability in building marketing segments unlimited by and not restricted by the technical knowledge of the users not limited by any way or four and of course at this point since we're talking about the marketing engagement and marketing segments i don't know that is the most um natural next step is to look at how exactly our customers engage with both corporate and retail insurance customers throughout our marketing automation in this case as we are providing a unified platform for marketing sales and service on a single daily basis single application switching to a marketing role is actually as simple as just switching to the marketing workplace not having a need to actually log out and log in back to another application write another system that is going to be somehow integrated with creation or with a creationist offering but actually having all of this functionality available straight away under single system and in this case of course we do have a dedicated home page just for the marketing users right showing and outlining their performance and the access and ability to utilize all of the marketing automation functionality that creation provides and in this case when we talk about the marketing automation we do talk about the campaigns functionality we do talk about the ability of building automated marketing workflows that are going to be executed automatically by the system combining different channels of communication that we would like to engage our target audience in right and by allowing the marketing users to easily define who should be included into the marketing engagement campaigns when they should be receiving the communication and how right and how do we define the next step that should be chasing them with in this case if we're talking about a specific example of marketing campaigns right as i mentioned we of course have the ability of incorporating multiple target lists into the campaign so then eliminate any possible duplicates that were identified throughout the start of the campaign and start building this automated communication flows where we control how the target audiences are going to be navigated between the first and the next step in the communication right if this transition should be dependent on the way that they respond to the marketing efforts that we're applying there should be any additional conditions of uh navigating to the next communication step or actually excluding them from the marketing campaign if they have unsubscribed if they have decided to opt out for the communication or if they're simply not responding to our marketing communication in this case of course we can incorporate multiple channels of communication in classic email marketing uh sending out additional text messages through integrations that are provided by our marketplace or even by integrating the platform to push notification engines that could be available on the mobile phones right on the web browsers and any other modern means of communicating with our contacts and of course it's part of the flow of the campaign we can be as well engaging with this targeted audience and uh engaging them in the way to encourage to submit a landing page form right to register on the website so that we can then actually take the for the next further step by creating leads adding them to onboard call cues right or even just uh registering a lead and transferring to a sales representative straight away the idea here is that creation really delivers an application that is not limited by only one specific example or use case in marketing automation but can be actually be built and reused in very different ways and forms depending on the purpose of the campaign that you would like to engage them in right this is where with the help of uh no code just fully drag and drop enabled automation tool you can easily change the way that the system is going to be engaging with your target audiences so that you're not limited by the fact of having to export the mailing list results and refreshing those to define what would be the next recipient list you can actually just create and design the marketing automation flow and then analyze the performance of these flows right to have a better visibility on the resultantness of the campaigns and the ability to actually alter the journeys of the customers through the campaigns next time uh and basically spend more time on being creative and how would you like to engage the target audience later on rather than having to just simply uh keep an eye on the execution of the campaign and of course the analysis and the overview of the resulting list of the campaigns is as well supported by having analytics being inbuilt directly into the marketing campaign record right by being able to introduce the overview of the resultants of these campaigns at all times now we could continue by you know with the overview of the marketing automation capability quite extensively this is a whole world of you know functionality and different approaches that we would be taking but i know that we're quite limited in this webinar so i'd like to carry on by looking at other pieces of the functionality that croatia has to offer where of course the next natural step would be then talking about the lead management right and conversion of the already captured lead audience into the uh sales qualified and marketing qualified and sells qualified uh data in this case we of course can talk about different types of leads that we might be working on as corporate and retail right of course both of these uh types of leads could be actually engaged in their own separate ways of course in this case we can talk about uh the different means of actually capturing the leads through the website uh whether or not even just the website but through different channels of communication the idea here is to aggregate any possible lead engagement or interest of leads in the products and services of our insurance customers in under one roof so that we can as well apply different means of qualifying them and even scoring them with the help of our machine learning models this is basically where we are as well applying local technology in delivering the uh predicted scoring of the uh lead statuses by actually allowing the customers to then tweak and alter the probability of leads being converted into opportunities and further down the road being closed as new or existing customers right the creationist platform and our automation capability would as well support all of the end users through the uh automation frameworks that we provide where we do combine different approaches in delivering human-centric and system-centric processes dcm and bpm uh automation frameworks uh this is where at all times when we're talking about the elite or any other automation framework in croatia we first of all talk about how it can be visualized for the end user to give them the most vivid overview of the lead status or an opportunity status that we're going to see in just a couple minutes right and how will we be as well driving the users through the execution of these sales workflows helping them to be more efficient uh in their day-to-day operations now of course in this case uh if we're talking about this specific example right by qualifying by confirming this is a real elite data that would like to uh engage further and to try and convert to the opportunity we might as well have our bpm framework that is going to be helping us define the next best action or the next best step in managing this lead where behind each of these results as an activity we might have the next step already predefined and as well delivered automatically to the end users right where we might be disqualifying the lead pushing them back to the nurturing stage for the marketing department to re-engage them and of course to convert them into an opportunity following a more classic b2b longer sales cycles of any enterprise sales model where of course part of the qualification steps we might be providing the most uh crucial data that is going to be related towards conversion of the leads right and as well helping us to maintain a cleaner and better quality data pipeline in in the pipeline of the organization now in this case the bpm's framework will as well help us to manage the data in the application more efficiently right to avoid any unnecessary data updates by the end users and re-engaging that data automatically through and reusage of that data automatically through business processes that can cover this data maintenance automatically for the end users themselves now as we are moving forward through the processes right of course whenever we qualify we would then talk about the opportunity management process and sales management processes uh this is where we might as well just switch back over our role to the sales department right and as well continue where we picked uh where we left off with the opportunity in this case it is quite important as well remember that creation does provide this consistency and how do we deliver the automation frameworks and the user interface right by allowing the users to natively navigate between different areas of the application right by utilizing the same concepts and the same approaches in delivering human and system automation but then of course at each of these uh separate times focusing the users at those steps where there is there is most important for them for example at the lead stage it was the elite probability to be converted to an opportunity at an opportunity level it might be the predictive probability of the opportunity itself how well do we actually feel how good we feel about converting and closing this opportunity and other metrics that would deem being crucial uh at this stage or the for this type of process the opportunity for us the profile completeness and the date of mass activity uh there are quite often the key metrics that we're evaluating looking at the pipeline at all times now moving forward of course their pressure provides all of the required and necessary bells and whistles that are relating to managing a pipeline successfully right this is where of course the opportunities trends that we will be providing will be affecting the overall profile completeness and profile of the opportunity we as well can actually cover both positive and negative signals that will be helping us to identify if we're actually managing the opportunity uh correctly if we are actually capturing and asking all of the right questions to our customers when we're communicating with them right if we would like to fill in any swot analysis right if there are any additional recommended products that we have already identified to be part of this uh opportunity right if we have already generated any policies as part of the profile of the opportunity that is usually actually uh carried out at later stages so no matter what is the type of engagement creation will deliver this score data model that we actually need to provide and that we need to keep track of to successfully manage the pipeline right to be able to deliver all of the required data to both the customers and the users at all times at each stage of managing their pipeline successfully and yet again the system will still have a certain level of control and will still provide a certain level of agility to the end users of navigating through the sales processes whether we would like to allow them to easily just switch to the next stages in their process where we can generate additional steps and additional action items for them or whether we would like to actually make string steps required for them to be able to move through the through the miles to the checkpoints in the sales process in the service process or any other type of process and in this case the flexibility of the platform does allow us to as well have these changes and these processes processes being created and introduced to the organizations without having to rely on heavy i.t involvement whatsoever and of course creation does support all of the different types of processes that are usually that are usually involved in the all the peculiar processes that are involved in corporate sales such as signing out for a new corporate client in insurance right so being able to as well generate additional quotes or the quotes that are required within these processes right to be able to run the quotation process separately and independently from the opportunity by delivering offer calculations out of the same solution being able to as well prepare these quotations and share them with the customers by utilizing the process management engine and automation frameworks in generating templated emails and as well attachments that are going to be outlining all of the specifics of the offers that need to be included into the process the idea here is that within our local platform creation does have the ability of quickly introducing all of the peculiars of each individual business yet allowing the businesses to as well have the uh ability to quickly change and react towards the changing business environment uh that they live and operate within right the idea here as well to allow all of the data that is going to be stored on the platform to be done access through analytics to dashboards and even third-party bi solutions that we would like to incorporate into into their working into their life and of course the idea here is that all of these steps and all of the items in the workflows and all of the processes can be as well easily adjusted and we will be looking at some of those tools at the platform capability as we move forward through the demonstration now it is quite important to as well mentioned that as part of our functionality stack we do have a lot more different actions that will be supporting the revenue recognition processes that would be supporting the user productivity and engagement of course allowing us to keep track of all of the products in the portfolio all of the policies that will allow us to then as well easily reassign the customer right for future extension and retention processes and as well keeping track of all of the territories and the distribution of the leads and sales forecasting in this way supporting not just the sales process themselves but as well the processes of keeping track of the performance of the users right for future planning periods for the ability to actually have the forecast being delivered in so many different ways and perspectives of the data overall creating a very functionally reached applications and systems that they would be able to use and engage their customers in and of course in this case if we're talking about the sales cycles it is quite important to keep in mind that once you have a new signed customer you can then actually run an additional marketing campaign on top of the data they've already captured right to promote additional products and services and of course to engage them at the end of the billing period or in the end of the contracting period to as well support the customer retention in loyalty programs and in loyalty automation and of course to finish off some of the parts of the crm world right and to close up on the idea of a unipi platform we of course talk about the customer service function right in the ability of keeping track of all of the service agreements and all of the services that the company would be offering to its customers as part of those policies to be able to as well aggregate all of these service requests claims and other types of inquiries by the customers uh into a single platform that is going to be as well reusing the data okay there we go uh that will be as well you reusing the data on those customers and a single solution and as well would allow to aggregate from different channels of communication whether we're talking about email communication when a customer is submitting a new case from an email right whether we're talking about live communication through uh incoming phone calls or even if we're talking about a chat communication that we as well support through multiple channels of communication just as a messenger platform whether this is going to be a simple website widget for live chat where this is going to be uh communication through uh messaging platforms like whatsapp telegram facebook messenger and any others and just by simply making this part of the solution itself because the idea here that creation is not just a system of record right that is also a system of action allowing us to as well engage the community the customers in communication at all times at every stage of the process whether we're talking about marketing engagement whether we talk about sales engagement or service engagement since of course the platform itself allows us to easily reach out to the allows the end users to use the platform as a communication tool if we needed to quickly reach out to our customer we could easily do that by utilizing our cdi panel and live communication with the contact we could as well engage them through an email directly as part of the case record or a claim record that we're looking at right and as well have other means of communication with the customers and overall speaking about the case management capability this is one of the areas where we can as well heavily rely and engage our machine learning model capability by allowing a higher level of data prediction support the claim and service processes in general to be able to easily predict the priority or the service of different cases that would like to run on top of the service processes to be able to quickly engage the machine learning model in searching for similar cases right and of course to be able even to predict on what would be the time required to resolve a claim result or case depending on the similarities between multiple cases that we are working on as part of the service function and of course the same concept of using gcm and bpm will be applying at all times by creating very specific workflows that will be supporting the distribution of the claims or the cases by creating processes that will be guiding the end users from one step to another in delivering these very controlled yet very in from information rich environments in which the users can actually complete their day-to-day operations at a much faster pace with the support of local technologies and of course the overall approach that krisha tapes when it talks when it talks about automation of any sla driven role is by you utilizing the cueing uh functionality and technology that we provide out of the box by being able to deliver a single workspace for the end users to operate with them to be able to look at all of the different kpis and metrics together with the most recent updates from the organization and of course the queue itself that the users need to be uh working on uh those queues that have been assigned to their user group or to them individually based on the case management or case distribution functionality and of course this is where through the agent desktop we can as well provide the view over multiple activities that need to have by follow-up or even multiple leads that need to have qualification being delivered on top of them again the idea here is to have any acid driven role focusing uh those users only on the high priority queue items rather than having them to go through all of the different areas of the application and this way providing a more consistent and easier to follow uh structure of the processes that they're going to be involved in and as you can see creation does have a lot of different areas of functionality that they can be incorporated in right this is where even from the high level overview that we just went through there is so much more that you can do with creation and of course the idea here is to have all of this being delivered at a pace that is twice as fast as traditional implementation not just because we already have most of the functionality available out of the box but also supported by our local technology where when we're talking about even just the workflows that we're going to be following as part of the claim management functionality all of these processes are designed with without a single line of code by having a simple to follow structure of the keys design or dcm design right with the overview of all of the different steps that we are going to be providing to the end users to follow and then of course all of the actions that they need to be completing and of course we would we do have the ability of quickly updating all of the structures of these workflows right to be able to control which steps are going to be executed at which times and if there is any additional communication that needs to be happening and that needs to be running uh through automated emails or by delivering the email templates to the end users to actually send out right and of course all of this is available as a platform capability so the same approach that we're seeing at the claim processing case is applied on the dia on the case of the managing of an opportunity or a lead and of course though the dcm framework is usually used to automate more agile and sometimes even chaotic processes and workflows we of course have the ability of introducing a more sequence based business rules reliant business processes uh workflows as business processes right when we talk about the lead management for example and a lead management process that we actually followed together with you today when we have been qualifying the leads right defining what is the next best uh action that needs to be carried out by the end user by simply looking at this diagram right that is extremely simple to read through and really is delivering the automation layer to make the operations of the end users more efficient more streamlined and more consistent and of course the idea here is to utilize the both frameworks dcm and bpm at all times to have a higher level of degree in automating the end user workflows by allowing these workflows being actually designed by non-professional i.t resources and users such as business analysts citizen developers and even system administrators right by allowing them to create creating these workflows at a faster pace so that we can as well quickly adapt to the feedback of the end users right and being able to quickly uh introduce changes to these workflows when whenever we receive the user feedback or even the customer feedback from how well we are actually providing them with the services and to finish off with some of the demonstration of the platform right and the overarching idea of low code we're actually gonna come back to the area where we just started with the demonstration when we're talking about the sales home pages because the idea here is that even the visualization of the data that we're seeing and that we're using in creation is also carried out without any uh professional iot development right where we're actually introducing the ability of building charts and building data analytics with simple point-and-click style of configuration by allowing the users to quickly updating the way that data is being visualized brought forward right by allowing the data being actually visualized and introducing those changes at a faster pace so that any single time that we need to bring in an additional view of the data right or tweak the filters tweak the visualization criteria this all can be done at a much faster pace not involving iet and thus making the overall adaptation of the user workflows and the business goals much faster uh at a more efficient tco right and a more efficient base whatsoever and at this point let's have a look at some of the questions that we might have had in the chat area so that we as well can answer those if they haven't been covered by our team so the quest the first question is what are the benefits of using a single platform for automation marketing sales and service processes well um hopefully some of those were actually shown throughout the demo but the idea here is that through the combination of marketing sales and service processes being carried out on single platform you get a higher level of data reusability by being able to deliver a true customer 360 right by being able to make your marketing agents more precise and more tailored by being able to keep track all of the single point around how you were engaging your customers when you're talking about the sales cycle and as well being able to use all of this data in your service processes to identify the top priority cases for the or top priority claims for the service department uh of course all of this data when being stored and hosted on a single platform delivers a better access to the analytics and allows a better overview of the company on organization performance in general and i would say it makes the overall design and adoption of the system much more successful and streamlined for the end users okay the next question is what are the types of processes can be automated with platform in this case of course we can talk about other non-crm use cases and processes for revenue recognition for example for internal operations such as itsm itil type processes hr processes and finance processes that are quite commonly introduced and implemented with creation's studio platform and the last question that i can see is does croatia offer templates to automate internal processes and the answer is yes creation does provide a marketplace of solutions for multiple different industries including insurance but those as well that are actually supporting the ability to quickly reuse any integration and connector that is available on the marketplace right by introducing templates of business applications and processes that you can easily tweak adjust and tailor to your organization needs and those processes that would be made available just in a minute uh as a plug and play uh automation way and overall yes the marketplace is one of the core focuses out ratio and its strategic developments uh where we encourage all of our partners and customers to post their solutions right uh create additional revenue stream for them uh and just share the best practices of working with within different industries and across multiple different use cases and i believe that this would be all from a high level perspective on the topic of smart workflow automation for insurance industries thank you so much for your time and hope to see you next time thanks again