The Digital Mutual · 2020. 7. 1. · 30 June 2020, 3pm BST The Digital Mutual #ICMIFwebinar Episode 7, San Cristóbal Seguros (Argentina) ... 2 DIGITAL TRANSFORMATION IN SAN CRISTOBAL

30 June 2020, 3pm BST

The Digital Mutual

#ICMIFwebinar

Episode 7,

San Cristóbal Seguros (Argentina)

International Cooperative and Mutual Insurance Federation

Ignacio del CastilloBusiness Analyst, Digital

Transformation

Moderator: Ben Telfer, Vice-President, Business Intelligence, ICMIF

@ICMIF_Web [email protected]

#ICMIFwebinar

The Digital Mutual: San Cristóbal Seguros (Argentina)

Digital Transformationin San Cristóbal Group

Overview San Cristóbal Group

BUSINESS UNITS

SEGUROS

SEGUROS

CAJA MUTUAL

RETIRO

SERVICIOS FINANCIEROS

VIAJES Y TURISMO

SEGUROS URUGUAY

(P&C insurance)

(Mutual Credit)

(Pensions)

(Cons. Finance)

(Travelagency)

(SubsidiaryUruguay)

(Labor Insurance)

(Labor insuranceBroker)

iúnigo (Digital insurance)

Founded on 1939

as a mutual

insurance

association

Headquartered in

Rosario, Argentina

1 WHY DIGITAL TRANSFORMATION2 DIGITAL TRANSFORMATION IN SAN CRISTOBAL GROUP3 INNOVATION CASES

AGENDA


AGENDA

INSURANCE

INDSUTRYNew

technologies

Change in customer

behaviors and needs

Regulatory and

macroeconomic

environment

Competitive

pressure

THE PERFECT STORM ARRIVES TO THE INSURANCE INDUSTRY

Opportunities outside

the core business

Opportunities

inside the core

business

THERE ARE OPPORUNITIES OUTSIDE AND INSIDE THE CORE OF SAN CRISTOBAL BUSINESS

New company 100% digital and direct

Launch digital transformation

THERE ARE OPPORUNITIES OUTSIDE AND INSIDE THE CORE OF SAN CRISTOBAL BUSINESS

Opportunities outside

the core business

Opportunities

inside the core

business

DIGITAL TRANSFORMATION CREATES A TIPPING POINT TO CAPTURE NEW OPPORTUNITIES

Talent Attraction Regional expansion

New opportunities


AGENDA

“A cultural and strategic change that

affect the entire organization”

WHAT IS DIGITAL TRANSFORMATION?

IS NOT

WEB Page, APP, CRM, BIG DATA o Technology

WHAT IS MORE IMPORTANT FOR US?

Customer Experience

Growth Profitability

ACQUISITION ANALYTICS

CHAPTERS

DESIGN

AGILE

TECH

PLATFORMCROSS

SELLINGCLAIMS

DIGITALMKT

DATA GOV FRAUD

SQUADS

BUSINESS

DATA SCIENCE

AFTER SALES

THIRD CLAIMSAPP

PARTNER

CD

O

TRIBE

PRICING ASO

TRIBETRIBE

PRODUCT

HOW DO WE ORGANIZE OURSERLVES?

BEHAVIOR COSTSFINANCIAL

SS

Sprint

1Sprint

3

Sprint

2

Release I Release II Release III

Value delivery every 2 weeks (sprints)

Collaborative, autonomous and flexible teams

Design thinking methology

Continuous Improvement and Pilot Testing

Agile Methodology

HOW DO WE WORK?

We began to adopt OKR methodology, establishing vision

and key indicators for thefulfillment of the strategic

objectives

HOW DO WE WORK?

We explore customer needs and plan and prioritize based on them

Objectives Design Medimos

We plan roadmaps every 6 meses. We measure and share

resultsto constantly challenge us

Planification

Develo

pm

ent(%

)

Imp

act $

MVPTime

PO PO + Business BusinessResponsible

- Ideas- Prioritization- Business Case- RoadMap- Teams

Impact $

JourneyJOURNEY EVOLUTION

Reserch and design

Sponsor

Journey DigitalizationOpportunity generated in the data

3 Impact – Driven Initiatives

3 Ebablers

Next-generationtechnology

Organization and talentAgile principles

THE DIGITAL TRANFORMATION OF SC’S CORE BUSINESS PRESENTS 6 KEY DIMENSIONES…

Digital Marketing

Ene’18: +3 teams(2 Digital y 1 Analytics)

Diagnosis Current Situation and Strategy Definition

2017

Jun’17: 2 teams (Analytics y Digital)

2019Refactor Dic’18: new Project un other

BN:Pricing Asociart

Jul’18: new Core deployment Ago’18: Digital Mkt

Ene’19: integratedvision with IT

Feb’19: +4 Projects(2 Analytics y 2 Digital)

Oct’17: 1st Wave results

2018

Feb’18: centralized fraud area is created

May’19: +5 Projects(1 Analytics y 4 Digital)

Remodel in teams more compact, agile and efficient

Jun’19: +2 Projects(Sitios Seguros y Analytics)

THE PATH OF DIGITAL TRANSFORMATION

2020

Abr’20: Telemedicine

Sep’19: +1 Team AA (Costo y Auditoria)

Ene’20: +3 proyectos AA(Data Government,Behavior and Financial Service)

+120 people

+25 products

15 teams

All of our agents and clientswith new tools

WE CREATE A DIGITAL FACTORY THAT IS CHANGING THE WAY THINGS ARE DONE

Analytics

Plataforma

PAS

Cross

SellingFraude

SC

Marketing

DigitalSiniestro

OORR

Reclamo

Terceros

Siniestro

Auto

App Socio

y Sito Ase.

Acquisition Post-Sales

Comp

Clientes

Pricing

ART

Recursos

Humanos IT

Data Gov

Support

App PAS

Sola

Firma

Costos

Performan

ce

Fraude

ART


AGENDA



3 Ebablers




Digital Marketing

Data Ecosystem Insight ModelingWorkflow

integrationAdoption

Use case / Valuesource

1 2 3 4 5

It's not just modeling...

... is to run end-to-end business solutions

WHAT IS ADVANCED ANALYTICS?

“FRAUD” WE PROPELLED IT FROM TWO BIG AXES

FRAUD

SAVING

+1.200%CASES FRAUD

DETECTED

x8,9

Anual saving

110,5 MM$

WHAT DO WE DO WITH ARTIFICIAL INTELLIGENCE?

- Fraud Detection

- Online verification

- Damage inspection

LEADERS IN LATAM AND RECOGNIZED WORLDWIDE

Data, Analytics, and AI Winner

https://www.celent.com/insights/240882456



3 Ebablers




Digital Marketing

Quick delivery of technologyZero-Based businesstransformation

Customer-centric design

Deeply understand the customerthrough investigation of his/her behavior, shadowing, interviews

and co-creation.

Find essential customer needs and design around them.

Deploy continuously and get quick feedback.

Fail fast, fail cheep but learn

WHAT DOES DIGITALIZE MEAN FOR US?

HAVE INFORMATION ON THE PROGRESS OF CLAIMS TO ACHIEVE A BETTER EXPERIENCE

“The mail way to attractcustomers is to provide a good

service”

“My gratest satisfaction isto solve and surprise my

client issues”

NEEDS

“I want to know the repailstatus of my vehicle”

CLAIM TRACKING

23DAYS

Without

Spare parts49DAYS

BEFORE AFTER

33DAYS

65DAYS

BEFORE AFTER

With

Spare parts

Cases Managed

+2000/month

In thePlatform

User Satisfaction

4.7 / 5



3 Ebablers




Digital Marketing

NEEDS

CREATE A DIGITAL SALES CHANNEL FOR OUR AGENTS

“I want to get on digital

and I don't know how”

“How do I reach more people”

"I want to be online"

+110.000.000annual searches

Growth

3X “COMPARAR” mobile

+15%

Fuente: Google

Auto Insurance

OPPORTUNITIES IN THE DIGITAL BUSINESS

GAIN ONLINE VISIBILITY ATTRACT NEW

TALENT

GENERATE BUSINESS

OPPORTUNITY

DIGITAL CHALLENGE

WE INTRODUCE “SITIOS SEGUROS”

- Personalized Web

- Co-branding with San Cristóbal

- Enabled for all devices

- Designed to turn opportunities into customers

- Integrated quoters

- Centralized lead management from the

portal

349PAS con sus webs

propias

20%Conversión de Leads

90%traffic from mobile

devices

SOME RESULTS

1.000Agents with their own

web

20%Lead Conversion

15average monthly sales

TRAINING AND BEST PRACTICES

Professional brand

generation

Share the Site

everywhere

Integrating the website

with socialmedia

Capitalize on the quoter's

configuration

Quickly manage inquiries

WE GENERATE OUR TOOLBOX TO BOOST THE BUSINESS

Whatsapp group withlatest digital news

Online trainingBlog

Webinars, Tutoriales y Tips

Mails with#DigitalTips

Articles with information and tips on Digital Marketing and Online Sales

Guided On-boarding

WE PARTNER WITH LEADAKI, GOOGLE'S PREMIER PARTNER

ventas promedio mensuales

¡Muchas gracias!

Thanks a lot!

International Cooperative and Mutual Insurance Federation

Ignacio del CastilloBusiness Analyst, Digital

Transformation

Moderator: Ben Telfer, Vice-President, Business Intelligence, ICMIF

@ICMIF_Web [email protected]

#ICMIFwebinar

The Digital Mutual: San Cristóbal Seguros (Argentina)

www.icmif.org/digital-mutual

International Cooperative and Mutual Insurance Federation#ICMIFwebinar

The Digital Mutual webinar series

Episode 7, San Cristóbal (Argentina)

Episode 6, HUK-Coburg (Germany)

Episode 5, LB Group (Denmark)

Episode 4, Securian Financial (USA)

Episode 3, P&V (Belgium)

Episode 2, The Co-operators (Canada)

Episode 1, Seguros Unimed (Brazil)

www.icmif.org/icmif-webinars

International Cooperative and Mutual Insurance Federation#ICMIFwebinar

Upcoming ICMIF webinars

Insurance and reinsurance

wordings in a post-pandemic

world

16 July

The mutual advantage:

Episode 2

8 July

Documents

The Digital Mutual · 2020. 7. 1. · 30 June 2020, 3pm BST The Digital Mutual #ICMIFwebinar Episode 7, San Cristóbal Seguros (Argentina) ... 2 DIGITAL TRANSFORMATION IN SAN CRISTOBAL