© 2010 Accenture & Avanade. All Rights Reserved. CRM for Insurance Sales Deck 1 Target Audience: Client prospects Usage Guidelines: As part of the Accenture, Avanade, and Microsoft alliance, CRM for Insurance is one of several “Microsoft Dynamics CRM” campaign areas to support our go-to- market strategy. This sales deck is intended to be used to facilitate discussions with a client and to answer client questions regarding the CRM for Insurance solution. It is designed to be used for both client discussions and for RFI/RFP responses. Supporting notes are also provided for your reference. For more information please contact one of our regional sales leads or go to Avanade Brian BoardmanBrian Boardman, North America Edwin JongsmaEdwin Jongsma, Europe Charlie WoodCharlie Wood, APAC Accenture Kelly StratmanKelly Stratman, North America David JonesDavid Jones, UKI, Nordics and ASG Jorge MolinaJorge Molina, SPAI, Gallia

© 2010 Accenture & Avanade. All Rights Reserved. Powerful solutions delivering sustainable results. CRM for Insurance

© 2010 Accenture & Avanade. All Rights Reserved. What challenges do you face in your agency network? Costs of sales too high Overall sales effectiveness too low Customers harder to acquire and retain Aging workforce, loss of skills that are tough to replace Difficulty identifying market trends to balance product risk Agent and carrier systems not integrated resulting in fragmented view of the customer 3

© 2010 Accenture & Avanade. All Rights Reserved. Lack of integration is #1 barrier to achieving major performance gains Symptoms of limited integration: Slow and costly systems and processes Multiple logins Manual intervention and phone calls Lack of customer insight Underperformance and frustration among reps and agents Lack of integration leads to: Poor sales performance Low retention of staff and customers High costs 4

© 2010 Accenture & Avanade. All Rights Reserved. In contrast, CRM for Insurance drives… Deeper insight into performance of sales efforts via efficient CRM dashboards Proven sales workflow, enabling agents and carriers to turn insight into action—and action into sales At-a-glance managerial insight across lines of business Single unified view of household, maximizing cross-selling and relationship building Improved experience and sales performance, boosting retention of representatives and agents, and improved customer satisfaction–all at lower cost 5 CRM for Insurance enables insurance carriers and their field agents/brokers to manage sales activity and consolidate information from multiple systems in one easy-to-use, familiar Microsoft-based system.

© 2010 Accenture & Avanade. All Rights Reserved. How does CRM for Insurance deliver all this? By resolving the challenges described earlier. 6 ChallengesSolutions Costs of sales too high — and overall sales effectiveness too low Sales process automation -- from start to finish -- reduces costs and boosts results Customers harder to acquire and retainHigher-quality customer experience makes it easer to keep and win customers Aging workforce, loss of skills that are tough to replace Greater job satisfaction helps retain staff and attract better-quality recruits Difficulty identifying market trends to balance product risk Accurate and current business intelligence paves way for wiser product- risk decisions Agent and carrier systems not integrated … Integrated data workflow strengthens link between agents and carriers … …resulting a fragmented view of the customer … providing complete and consistent customer information at all touch points.

© 2010 Accenture & Avanade. All Rights Reserved. Built on proven Microsoft Dynamics CRM platform Familiar, easy-to-use Microsoft Outlook or browser interface Integrates with other Microsoft tools to boost value delivered Faster to deploy than traditional enterprise solutions Services-oriented platform built on.NET Configure to meet the specific needs of your organization Lower total cost of ownership 7

© 2010 Accenture & Avanade. All Rights Reserved. Agent Client Review Repeatable sales process enables agents to create a consistent client experience and deeper trust. Claims Processing Turn servicing functions into opportunities for cross-sell/up-sell. Campaign Identify policies before they are up for renewal, and create an appointment for a simple Financial Review Campaign. Business Intelligence Real-time sales information enables better sales planning and development of products with greatest market potential, while simultaneously minimizing risk. Achieve greater results with a well integrated customer data lifecycle 8

© 2010 Accenture & Avanade. All Rights Reserved. Realize the benefits for every group in the insurance value chain 9 Carriers Improved customer retention and profitability at lower cost. Greater mindshare and market share from agents. Agents One place for client, claims, product, policy and sales data. Easier identification of opportunities for up-sell and cross-sell. Customers Improved agent care encourages purchase of additional products. Consistent information and experience at call center and agent improves satisfaction with carrier.

© 2010 Accenture & Avanade. All Rights Reserved. 10 Delivered with the ‘Power of 3’ alliance: A combined strength in the marketplace Accenture Industry experience, expertise and knowledge of Microsoft technologies and mission-critical solutions to meet insurers’ business requirements Avanade Deep technology integration experience with Microsoft platform and development tools, market- leading SaaS and cloud vision and technologies, and proven delivery capability Microsoft Ubiquitous software experience Accenture and Avanade recognized as Microsoft Global Enterprise Partner of the Year for 2001, 2004, 2006, 2008, 2009 and 2010 Avanade named 2010 Microsoft Dynamics CRM Solution Partner of the Year

© 2010 Accenture & Avanade. All Rights Reserved. Accenture: Part of the fabric of the insurance industry Serving 34 of the top 40 insurers worldwide, and 3 of the top 5 More than 100 insurers use Accenture software solutions 11

© 2010 Accenture & Avanade. All Rights Reserved. Case studies in action A major life and investment institution wanted to improve its control and insight over sales, marketing and customer service. Accenture delivered by implementing Dynamics CRM supported by BizTalk Server, enabling integration with existing systems and flexibility to incorporate future non-Microsoft investments. A market-leading insurer aimed to improve its operational CRM by standardizing and integrating marketing processes and campaigns across multiple channels, while maintaining real-time tracking of client concerns. Accenture implemented a Dynamics CRM solution that enabled integration with legacy Alnova systems and emphasized lowest total cost of ownership. This substantial player in pensions, life and health insurance, banking and asset management recognized a pressing need to become a more customer-driven organization. Accenture assisted the client achieved by implementing a platform based on Dynamics CRM, thereby integrating customer insight from marketing through to sales. 12

© 2010 Accenture & Avanade. All Rights Reserved. Summary: Why Choose CRM for Insurance? Designed to increase sales, enhance customer satisfaction and improve employee retention Cost-effective solution integrates carriers with field brokers and agents throughout the insurance lifecycle Easy to use and Microsoft-based Enables flexibility in deployment – in the cloud or on-premise – enabling changes at any time Includes Productivity Platform which incorporates best practices and rapid development techniques to speed implementations and deliver results faster to your organization Accenture, Avanade, and Microsoft alliance: An unparalleled combination of deep experience and proprietary assets to rapidly understand clients’ needs and deliver a world-class solution 13