FINEOS Corporation Holdings Plc · ASX:FCL

FINEOS — Conference Presentation (November 2015)

17 slides from FINEOS's conference presentation, Nov 2, 2015

  1. Slide 1: Disruption in the Employee Benefits Market: An Opportunity for Transformation

    Title of Presentation Disruption in the Employee Benefits Market: An Opportunity for Transformation Presented by: Chuck Johnston, CMO FINEOS Presented on: <Date> Presented on: 11/2/2105 © FINEOS CORPORATION

  2. Slide 2: Why Am I Here?

    Why Am I Here? Our Mission Global market leader in Group and Individual Insurance technology on a Single Platform. Objectives Principal © FINEOS CORPORATION

  3. Slide 3: A Few Market Indicators

    A Few Market Indicators Affordable Care Act kick-started change LIMRA Annual Meeting 2015  Omni-Channel experience everywhere  3 of 3 CEOs focus on CX  Beyond NPS: New models for measuring CX Hybrid Market Indicators  “Mandatory” voluntary products  Rise of Critical Illness and other gap produc

  4. Slide 4: Omni-Channel vs Omni-Channel?

    Omni-Channel vs Omni-Channel ? Omni-Channel Business Omni-Channel Technology  Message-based  Transaction-based  Business Channel-focus  Delivery Channel-focus  Person-centric  Device-centric  Ubiquitous & Transparent  Data – dependent  Consistent  Context independent © FINEOS CORPORATION

  5. Slide 5: Market Pressure Impact

    Market Pressure Impact Front Office Vision & Back Office Reality Front Office Vision Back Office Reality • Group/voluntary/individual intersection • Multiple manufacturer models • Consolidated customer views © FINEOS CORPORATION

  6. Slide 6: Market Pressure Impact

    Market Pressure Impact Front Office Vision & Back Office Reality Front Office Vision Back Office Reality • New distribution partners • Shared selling/service models • Flexible consumer-driven products © FINEOS CORPORATION

  7. Slide 7: Market Pressure Impact

    Market Pressure Impact Front Office Vision & Back Office Reality Front Office Vision Back Office Reality • Consumer/broker expectation of e-service • System of engagement vs. systems of record • Cooperative vs. transaction-based process © FINEOS CORPORATION

  8. Slide 8: What can you do differently?

    What can you do differently? © FINEOS CORPORATION

  9. Slide 9: Traditional CRM Is Not the Answer

    Traditional CRM Is Not the Answer CRM grew from sales force automation, not customer service “I am not a segment” Being Me-centric “It’s great you know my dog’s name, can we get back to my missing checking account?” © FINEOS CORPORATION

  10. Slide 10: Gliding through the Clouds

    Gliding through the Clouds Cloud vs SaaS vs subscription Multi-tenant confusion Are we ready to standardize? Accessibility vs security Hybrid cloud realities Cloud is a useful tool, not the total solution © FINEOS CORPORATION

  11. Slide 11: How Do You Become Person-centric?

    How Do You Become Person-centric? Wrapping, Big Bang, Book Ending, … Oh My. Wrapping: • Extends the life of existing technology • Enables additional processes and external connections • Tactical projects ignoring technical debt/flexibility issues Book Ending: • Replace critical customer-facing and p

  12. Slide 12: Breeding Complexity

    Breeding Complexity Sales Policy Record Quoting Enrollment Billing Claims Service Keeping Existing Dental System Existing Life System STD/LTD System Hybrid Products System 3rd Party (TPA) System © FINEOS CORPORATION

  13. Slide 13: Systems of Engagement Complicate Service

    Systems of Engagement Complicate Service Service Web Veneers Sales Billing Policy Record Enrollment New Business Web Veneers Claims Quoting Service Keeping Existing Dental System Claims Web Veneers Existing Life System STD/LTD System Hybrid Products System 3rd Party (TPA) System Master Data Manageme

  14. Slide 14: Book-ending Planning Dimensions

    Book-ending Planning Dimensions Functional Capability Operational Risk •Support omni-channel models •Support business volumes •Support new products •Support current technical environment •Support new regulations •Supported by the internal workforce •Supported by vendor •Meet required service level a

  15. Slide 15: Book-ending in Action

    Book-ending in Action Enrollment Existing Life System Existing Dental System Sales Web Veneers Quoting STD/LTD System Claims Policy Service Hybrid Products System 3rd Party (TPA) Billing System © FINEOS CORPORATION

  16. Slide 16: And what's next…

    And what’s next… Consumer/Business technology convergence Proactive, transparent user experience Leveraging every scrap of knowledge about me Alexa, I have fallen and can’t get up. © FINEOS CORPORATION

  17. Slide 17: Thank you.

    Thank you. For more information, please contact Chuck Johnston chuck.johnston@FINEOS.com © FINEOS CORPORATION

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