Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld INSPIRE 2023
11 slides from Pegasystems's conference presentation, 2023
Slide 1: Insurance Transformation Simplified: Zurich Santander's Journey from Traditional to Digital
Insurance Transformation Simplified: Zurich Santander’s Journey from Traditional to Digital João Felipe Campos Viana – Head of Customer Strategy Renan Thomazini Rodrigues – Head of Product Management © 2023 Pegasystems Inc.
Slide 2: Agenda
Agenda An intro to Zurich Santander The challenge & the journey with Pega Solution architecture overview Business results Case study: Carnival floods Lessons learned Q&A 2
Slide 3: Zurich Santander Brazil At a Glance
Zurich Santander In one month, Brazil At a Glance Zurich Santander Brazil … 11% Total insurance 9.5M Customers served 4th Largest • Processes > 1.1M quotes through its physical and mobile channels across seven market share in Brazil business lines bancassurance distribution in • Issues > 1M credit r
Slide 4: From Traditional to Digital
From Traditional to Digital Goals • Full control and real time monitoring of claims processing • Flexibility and agility to setup fast track processes • Leverage autonomy and convenience for customers Challenges • Dependency on IT Santander team to implement process changes and launch new products •
Slide 5: Zurich Santander's Journey with Pega
Zurich Santander’s Journey with Pega Wave 1 Wave 2.1 Wave 2.2 Wave 3 Claims Product Mgmt. Quotation Digital Back-office • End-to-end • Unified approach to • Flexible approach to • Orchestrate back-office orchestration manage the entire handle segments across process and integrate with product life c
Slide 6: Architecture Overview
Architecture Overview Some key points from Zurich Santander Architecture Claims Decoupling process from our legacy systems Event Driven architecture Cognitive Services and In Product Mgt. and UW Memory database for faster processes Streaming API giving more efficient integrations 6
Slide 7: Results Achieved
Results Achieved 65% Clients migrated to digital claims service (‘20-’23) 30% Reduction in claims time to payment (‘20-’23) 20pt Increase in claims T-NPS (‘20-’23) 50% Reduction in time to market for new products 80% Efficiency gain in product model 7
Slide 8: Case Study: Carnival floods
Case Study: Pega’s low-code platform helps Zurich Santander navigate a catastrophic storm • Feb ‘23, two weeks before Carnival, predictions of torrential rain (100mm/day) • ZS sends SMS three days out to customers with alerts and pro-active guidance • Within 24 hours of storm, new claims workflow de
Slide 9: Top Lessons Learned
Top 5 Lessons Learned • Partnership between IT and the business coupled with executive alignment is essential throughout the program lifecycle • Complete process testing including w/ third parties • Prioritize continuous improvement with a business value and customer centric driven culture • Monitor
Slide 10: Q&A
Q&A 10
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