Accenture Insurance Solution Case Study: Zurich Spain

1. Accenture Insurance SolutionCase Study: Zurich Spain

2. CASE STUDY: Zurich Spain – TABLE OF CONTENTS • Context • Objectives • Solution Description • Value Delivered

3. CASE STUDY: Zurich Spain - CONTEXT • Zurich WorldWide • 170+ Countries • 58.000 employees • Zurich Spain • 230 Branches • 13.000+ users Source: Zurich Spain

4. CASE STUDY: Zurich Spain – TABLE OF CONTENTS • Context • Objectives • Solution Description • Value Delivered

5. CASE STUDY: Zurich Spain - OBJECTIVES The main objective was to develop a new customer service focused strategy based on fundamental changes in the people, processes and information technology. Fragmented information about customers and policies limited the company’s ability to effectively plan and adapt its business strategies (To change from product-oriented to customer-oriented). Client –Centric Organisation IT System Rationalisation As a result of a series of mergers and acquisitions, Zurich consolidated ten companies into two and there was a need to consolidate its information systems. Multi Channel Capabilities Although the agency channel was still key for Zurich, the client should be the one who decides the way to approach the company.

6. CASE STUDY: Zurich Spain – TABLE OF CONTENTS • Context • Objectives • Solution Description • Value Delivered

7. CASE STUDY: Zurich Spain – SOLUTION DESCRIPTION REQUIREMENT SOLUTION • Deep Business Operative Model transformation. • Full AIS Implementation to centralise and manage all information and operations: Product Factory + Policy Admin + Cash Flow + Claims+ Web + DWH Client –Centric Organisation IT System Rationalisation • Single view of all policies, customers and products to better understand customer’s needs and adapt busienss strategy more quickly. • One information system to allow flexibiilty in integrating companies and business lines. • Unified common operations to reduce internal costs. • New product factory to reduce product implementation from months to weeks.

8. CASE STUDY: Zurich Spain – SOLUTION DESCRIPTION REQUIREMENT • Contact Center: The customer decides how to contact Zurich. • Agent Portal: Alignment with commercial & marketing strategy. • Broker SWH: Life products distributed by SWH applications. Multi Channel Capabilities Telephone E-mail Fax SMS

9. CASE STUDY: Zurich Spain – TABLE OF CONTENTS • Context • Objectives • Solution Description • Value Delivered

10. CASE STUDY: Zurich Spain – VALUE DELIVERED "During three years, we have developed a new customer service focused strategy based on fundamental changes in our people, processes and information technology. Info2000 was a key component in the implementation of these strategic initiatives – it allowed us to build our new operational and business models as well as reduce our expense ratio by several percentage points over a two-year period.” — Juan de Blas, COO Operations Support and Claims Director, Zurich España

11. Accenture Insurance SolutionCase Study: Zurich Spain