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Sales and Service Transformation (CRM (Salesforce (Implemented in NZ for…
Sales and Service Transformation
CRM
KANA
Implemented in AU - NRMA, not sure about elsewhere in AU Consumer
Serenity Policy will integrate KANA with Guidewire and CRODS
No development or support capability in NZ => we will be dependent upon AU for changes
KANA is currently in target state - NZ will require exemption or secure change to target state in order to implement Salesforce
Salesforce
Implemented in NZ for Business Division
Implemented in CGU
Logical for NZ to extend Salesforce footprint across Consumer
Salesforce and Guidewire Partnership in Financial Services Cloud Has potential long-term benefits as it matures
Some of our banking partners, and potentially brokers will be Salesforce users e.g. BNZ
Benefits of Consumer using SalesCloud
Serenity Policy will fund implementation of KANA as the CRM, but not for NZ because this is considered a capability uplift
CRM is part of Customer Engagement Platform in the Group Tech Strategy target state - classified as Replicated
NZ require capability to differentiate and innovate in the Customer Engagement Platform
Financials
NZ Funded
KANA implementation for NZ Consumer and Business
NZ KANA Licencing
Data acquisition from NZ legacy core systems to KANA
Integration of NZ legacy core, especially during transition
Integration of NZ telephony to KANA
NZ Business change management
Salesforce implementation for NZ Consumer and Business
Integration of CRODS to Salesforce
Data acquisition from NZ legacy core systems to Salesforce
Integration of NZ Digital self-service tp Salesforce
Integration of Guidewire Policy to Salesforce
Integration of NZ telephony to Salesforce
NZ Salesforce Licencing
NZ Business change management
Group Funded
Integration of Guidewire Policy to KANA
Integration of CRODS to KANA
Why Change?
NZ must consider impact of Serenity Policy on Cx for NZ customers and partners - Serenity will not
CRM is table stakes for world class Cx
Single view of customer
Omni-channel
Interaction Management
Complaints Management
Knowledge Base
Banking and Broker Partners
Not Feasible to connect existing solutions to Guidewire, and map to harmonised product setuh
Why Change Now?
Serenity Policy will require NZ to invest in CRM as required by the unified process
NZ does not have KANA installed base to leverage, so now is right time to consider what is the right CRM for NZ
Serenity Policy will not implement CRM for NZ - considered a capability uplift which is out of scope
Serenity Policy will not implement the NZ Digital solution, which also supports our legacy core systems
Poor business performance metrics
Why Change this Way?
Market Leading Vendors and Products
We only need 1 CRM in NZ
Salesforce / GW Partnership
Measures for Cx Uplift (NPS etc)
Videos that elaborate on Insurance of the Future video, exploring front stage and back stage
Consumer Experience
Broker Experience
Digital
Need to embed NZ digital solution in CRM, which will support Cx and reduce cost of scaffolding during transition.
NZ digital solution must support legacy core systems, until GW Policy migration is complete
Critical that CRM and Digital are tightly integrated from a UX perspective - not necessarily from a technology perspective
Over time, we would expect degree of NZ specific digital capability to reduce as we can adopt more and more One IAG capability (due to migration to GW)
Digital is part of the Customer Engagement Platform in the Group Tech Strategy - classified as Diversified
Serenity Policy
Implement GW Policy, migrate all of IAG NZ and AU, decommission legacy core systems
Objectives and scope limited to technology rationalisation, supported by product and process harmnonisation
Outside of GW Policy and Billing, any capability uplift is out of scope - like for like principle. Implications for Customer Engagement Platform.
Key Stakeholders
NZ
Anna
Kevin
Craig
Mel
AU
Tony Craddock
Mark Drasuits
Julie Batch
Neil Morgan
SCQR