1-31 IT Fujitsu and Salesforce Com - Claims in The Cloud FINAL

Claims in the Cloud:
Efficiency, Cost Savings, Fraud Detection, BPM, Mobility

and Improved Customer Service and Sales
An Insurance & Technology Webcast

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Today’s Presenters
Lisa Valentine
Contributing Editor
Insurance & Technology
Bob Jurik
Fujitsu
Global salesforce.com Strategy and Alliance
Kardyhm Kelly
Global Director, Insurance
Salesforce.com
Ajay Achuthan
Solution Architect, Industry Solutions
Fujitsu
Emerging? Not so much….
• 29% of Americans own an e-reader or tablet (Pew Research)
• “I’m seeing a huge uptake of tablets, particularly the iPad,

that’s displacing expensive laptops and desktop services.”
Insurance CIO
• “It’s an elegant, guided experience, whether you’re with your

adviser or alone.” Insurance SVP
• 24% of insurers are evaluating using social data in claims

(Strategy Meets Action)
The Legacy Roadblock
• Inhibits insurers’ in offering tablet and smartphone claims

capability.
• Impedes business process management improvements.
• Lack of data for fraud detection.
• High costs.
There’s a lot at stake, and legacy systems aren’t bringing

much to the party.
“P&C Insurance” in the Cloud
…A Day in the Life & it’s here today !
5
Property & Casualty Insurance – Next Generation
 Customer-Centricity
 Mobility
 Agility
 Cloud Computing
 Employee Empowerment and Collaboration
6 Copyright 2012 Fujitsu America, Inc.

Fujitsu
Its all about your customers and employees!

Fujitsu: Overview
Revenue: $52B
Employees: 172,000
R&D: 94,000 patents - One of the largest Labs in the world
Industries: Financial, Retail, Media, Communications,
Manufacturing, Healthcare, Government & Education
Regions: Americas, EMEA, Japan, APAC and China
Established: 1935
Global IT Services Global IT Services & Systems PC Tablet Rankings
Rank Company Rank Company Rank Company
#1 IBM #1 HP #1 HP
#2 HP #2 IBM #2 Fujitsu
#3 Fujitsu #3 Dell #3 Lenovo
#4 Accenture #4 Fujitsu #4 Panasonic
#5 CSC #5 Acer Group
#1 in Japan
Fujitsu’s salesforce.com Global Practice
 Over 8 years experience as a strategic partner

 Sales – Service – Custom Cloud
• Over 220 Complex implementations with many integration points
• 40 – 40,000+ seats
 Strong IP in the Insurance Market and Partner with salesforce.com
 1 of salesforce.com’s 5 Global System Integrators (GSIs)
 Cost Competitive
 279 Certifications over 133 consultants
 Many are Advanced Developers & Admin
 Global capability
 Currently 13 Countries
 Growing to 17 by 2013
 Leverage our Value Add of Products and Services
 BPM, Consulting, Tablets, Slates, Convertibles and Laptops

Today’s Challenges
 Customers demand satisfaction
 They know what they want and will go get it !
 One bad experience may go viral !
 Infrastructure costs are high and growing
 No or little…
 Agility - Can’t move quickly with the buying trends
 Fraud Detection for adoptions, renewals and claims
 Renewal – Right policy for the right person
 Central repository of information
 Process control, Monitoring nor Visualization
 Social and Business analytics capabilities
 Mobility – Customer and Employee
 The GOAL - mitigate them so you can compete profitably!

The Connected Social Enterprise for
Insurance Claims
Kardyhm Kelly | Global Director, Insurance

Insurance Firms Across Sectors Are Embracing the Cloud
Life & Annuities P&C Brokers

The Salesforce.com Mission:
Cloud Computing Driver, Catalyst, and Evangelist
Enterprise
Cloud Computing
1960s 1980s Today

Mainframe Client/Server
Extensive Recognition For Innovation In The Cloud
Leader CRM Visionary

Leader
Customer Service Enterprise Application
Sales Force Automation
Contact Centers Servers
Enterprise Suite CRM Editor’s Choice 2010

#4 Fastest Growing Mid-Market Suite CRM
Company 2010 Professional Edition
Small Business Suite CRM
The 100 Most Trustworthy Technology of

The Year Top 100 Innovative
Companies
Companies
Best Mobile Experience Top 10

Forrester Groundswell
Best Social Networking Solution Entrepreneurs &
Award
Cool Company
#1 World’s Most Innovative One of 2010’s

#52 Best Places to Work Most Ethical
2010
Company
Companies
Chatter: eWeek Product Chatter: Innovation Chatter: Best Product of

of the Year Award 2010
"This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.
The Gartner report is available upon request from salesforce.com. To access the report, please go to www.salesforce.com."
Ten Year Computing Cycles
Cloud Computing no longer an “alternative” delivery model
2010’s Social
2000’s Revolution
1990’s Mobile
1980’s Desktop Cloud
Client/Server Cloud Computing
1970’s Mini Computing Computing
1960’s Computing
Mainframe
Computing
Data Business Process Web Mobile Social

Management Logic Apps Automation Apps Apps Apps
Apps Apps
Social Revolution:
Social Network Users Surpassed Email Years Ago
1.1 billion Social Users

Social users
Email Users
2007 2008 2009 2010 2011
Source: Comscore, June 2011

Social Revolution:
Where We Spend Time on the Web Has Shifted
Top Internet Uses

Time Spent Online
Search
2006
2007
2008
2009
2010 2011
Sources: Nielsen Wire, January, 2011.

Morgan Stanley Internet Mobile Report, December 2009
Mobile Revolution:
New Devices Drive Demand for Social & Mobile Apps
Device Growth
Tablets
1.6
billion
mobile devices
by 2013
Smartphones
Laptops
Desktop
2007 2008
2009 2010 2011E
2012E 2013E
Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.

Mobile Revolution:
Enterprise User Expectations Are Changing
CIOs Surveyed on Tablet Usage
2011
“
...fastest
ramping
mobile
device
”
ever.
2010
Morgan Stanley, “Tablet Demand and Disruption”, February 14, 2011.

2000 2011
Why isn’t enterprise Why isn’t enterprise
software as easy as software as connected
buying a book on and mobile as
Amazon.com? ?
…but secure, trusted,
and compliant?
This social & mobile consumer revolution has created a
social divide.
The Social Divide:
The Enterprise Has Fallen Behind Consumers
Your customers, employees and business What about

partners are social & mobile. your company?
How does an intelligent insurance enterprise bridge this
divide?
The Social Enterprise Organizes People,
Processes & Systems Around the Customer
Employee Social Client, Partner &

Social Customer Profile Product Networks
Networks
Collaborate Product &
Partners
Connect & Listen &

Sell Analyze
Social Enterprise
Service & Social

Engage Marketing
Automate &
Extend
Empirical Evidence Shows Benefits Across
Sales, Service and Overall Productivity
Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” Survey of 4,394 executives.
December 2010.
The Social Enterprise Platform is Social,
Mobile, Real-Time, Open
The Social Enterprise is More Nimble & Networked
Social Mobile Open Real-time
Feeds Right Open Standards Real-time notifications

Profiles Experience Open Technologies Real-time workflow
Files Any Device Open Interfaces Real-time feeds
Networked Customizable Open Languages Real-time integration
Insurance Claims Require Networked Ecosystem
to Delight Customers at the Moment of Truth
Social Client Profile
Collaborate Product &

Partners
Social Enterprise
Service &
Engage
Automate
& Extend
Fujitsu Applies the Power of The Social
Enterprise to Insurance Processes
+ =
Day in the life - Claims
Its all about your customers and employees!
….Closing the Social Divide

Data Centralization for High Touch Users
Legal
Appraisals
Documents
Customer
Agents Service Reps
Medical Scanned
Bills Correspondence
Underwriters Customers
Adjuster’s
Photos
Reports
Contractors Doctors
ACME
Agency
Repair
Shops Agencies
email Adjusters & Appraisers

Faxes
Investigators
30
Data Centralization for High Touch Users
Data comes from internal &

external sources in all shapes
and forms.
Legal
Appraisals
Documents
Customer
Agents Service Reps
Medical Scanned
Bills Correspondence
Underwriters Customers
Adjuster’s
Photos
Reports
Contractors Doctors
ACME
Agency
Repair
Shops Agencies
One location eases complexity of Adjusters & Appraisers

Faxes email
sending it out to internal & external Investigators
sources.
31
Day in the Life - Claims
Carrier Customer
• P&C • Limo Company

commercial • Commercial
Insurance Auto Insurance
Carrier Policy
Fujitsu
Commercial Frontline
Insurance Limo
• Claims • Office Manager

Rep/Adjuster at at Frontline
Fujitsu • Oversees
Commercial Insurance
Insurance Policies, Claims
Joe Brown Jan Tupper

Scenario – FNOL (Auto Policy)
Agency/Sales Carrier
We will demonstrate:
• Assignment of Adjuster
Coverage? • Mobile Access
• BOM and Costs
Email • Reports
Theft?
Claims Claims
Fraud/OFAC Adjustor
Phone Service
Queue
? Queue
Key Value Points

Body shop? • Employee: Quick Access to
Self claim data , mobility
Service
Portal Auto
• Customer: Transparency,
Adjudication Quick turn time,
?
• Capture instant feedback

Customer Portal
All the information needed to make quick decisions

Claims Designed for Efficiency & Ease of use
All the information needed to process a claim
35
Business Process Management & Fraud Detection
Using BPM and Predictive Analysis for Fraud Detection and Process Visualization
Coverage Roadside Fraud Theft Body ShopAssessor Claims

Field Adjuster – Mobile & in the Cloud
Right information at the right time for the right reasons

Real-time damage information via mobile unit
38
From pictures to BOM and costs on the spot
Click and Drag the picture

to the part of the car

From pictures to BOM and costs on the spot
Click and Drag picture

to the part of the car

Predictive Analysis
Know them before you adopt and renew

Fujitsu ties it all together in the Cloud…
Marketing & Sales Underwriting & Policy Admin
Quote & Bind Policy Declaration &

Appraisal
Insurance Cards
Lead to Prospect
Customer Service Claims

Claims
Medical Claim Accident
Management
“Know Your Service Customer
Customer” Process View Information
Investigation Adjustment Treatment Litigation

The theme is the same.. Triple Win… today!
 Customer feels…
 Good that its all about them and earning their business
 The carrier’s employee/brokers are interested in their ultimate satisfaction
 Good to tell others about their experience (Word of Mouth Marketing)
 Delighted
 Employees feels…
 Good that they are in control of their business
 They are empowered them to solve problems & drive business
 Their employer is interested in their success
 Delighted
 Corporation feels that they…

 Can now put their finger on the pulse of their business
 Can Reduced costs across the board!
 Have the ability to change quickly to compete
 Will be Saving Money, Time and Reputations!
Call to Action
For more information

Bob Jurik
631.424 .4905
bob.jurik@us.fujitsu.com
Kardyhm Kelly
415.536.4644
kardyhm.kelly@salesforce.com

45 45
46
Q&A Session
Lisa Valentine
Contributing Editor
Insurance & Technology
Bob Jurik
Fujitsu
Global salesforce.com Strategy and Alliance
Kardyhm Kelly
Global Director, Insurance
Salesforce.com
Ajay Achuthan
Solution Architect, Industry Solutions
Fujitsu
Resources
To view this and other events on-demand please visit:

http://www.insurancetech.com/online-events/
For more information please visit:

http://solutions.us.fujitsu.com/www/content/alliances/global/salesforce.php
Transform your Property & Casualty (P&C) Insurance business in the Cloud:
http://www.youtube.com/watch?v=hiRreYwQex4

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Claims in the Cloud:

Efficiency, Cost Savings, Fraud Detection, BPM, Mobility

An Insurance & Technology Webcast

Participate in the webcast: Ask questions, share

• 29% of Americans own an e-reader or tablet (Pew Research)

• “I’m seeing a huge uptake of tablets, particularly the iPad,

• “It’s an elegant, guided experience, whether you’re with your

• 24% of insurers are evaluating using social data in claims

• Inhibits insurers’ in offering tablet and smartphone claims

• Impedes business process management improvements.

• Lack of data for fraud detection.

There’s a lot at stake, and legacy systems aren’t bringing

6 Copyright 2012 Fujitsu America, Inc.

Its all about your customers and employees!

7 Copyright 2012 Fujitsu America, Inc.

 Over 8 years experience as a strategic partner

9 Copyright 2012 Fujitsu America, Inc.

 Infrastructure costs are high and growing

 The GOAL - mitigate them so you can compete profitably!

10 Copyright 2012 Fujitsu America, Inc.

Kardyhm Kelly | Global Director, Insurance

Life & Annuities P&C Brokers

1960s 1980s Today

Leader CRM Visionary

Enterprise Suite CRM Editor’s Choice 2010

The 100 Most Trustworthy Technology of

Best Mobile Experience Top 10

#1 World’s Most Innovative One of 2010’s

Chatter: eWeek Product Chatter: Innovation Chatter: Best Product of

Data Business Process Web Mobile Social

1.1 billion Social Users

2007 2008 2009 2010 2011

Source: Comscore, June 2011

Top Internet Uses

Sources: Nielsen Wire, January, 2011.

Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.

CIOs Surveyed on Tablet Usage

Morgan Stanley, “Tablet Demand and Disruption”, February 14, 2011.

Your customers, employees and business What about

Employee Social Client, Partner &

Connect & Listen &

Service & Social

The Social Enterprise is More Nimble & Networked

Social Mobile Open Real-time

Feeds Right Open Standards Real-time notifications

Social Client Profile

Collaborate Product &

Its all about your customers and employees!

….Closing the Social Divide

29 Copyright 2012 Fujitsu America, Inc.

email Adjusters & Appraisers

Data comes from internal &

One location eases complexity of Adjusters & Appraisers

• P&C • Limo Company

• Claims • Office Manager

Joe Brown Jan Tupper

32 Copyright 2012 Fujitsu America, Inc.

Key Value Points

33 Copyright 2012 Fujitsu America, Inc.

34 Copyright 2012 Fujitsu America, Inc.

Coverage Roadside Fraud Theft Body ShopAssessor Claims

36 Copyright 2012 Fujitsu America, Inc.

37 Copyright 2012 Fujitsu America, Inc.