It’s all about relevances3.amazonaws.com/JuJaMa.UserContent/380b99d1-f91a-4bd9... ·...

1 The Plan B Company

It’s all about relevance

• AON and Kia Customer Focus: How customer centric convenience programs from Kia Connect will change the business case for AON and KIA: Examining how an overview on vehicle locations will be used to reduce transportation damage How can connected car data create further insights into consumer’s needs? What can be learnt from this and what will be offered to customers?

Who is Who

• KIA Connected Services – Connected car program KIA Netherlands – Canbus reader + data integration platform – Customer communication via My Kia platform app & tablet, pc etc

• Aon Risk Solutions – Aon is the leading global provider of risk management, insurance and

reinsurance brokerage, and human resources solutions and outsourcing services.

• The Plan B Company – Integrator

• Hardware / Telecom / Platform / Publication / Reporting

Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)

Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 4

Aon Risk Solutions Fun Facts

With 72,000 colleagues in more than 120 countries, Aon is the leading global

advisor on the topics of risk and people. We provide innovative solutions to

our clients around six key areas: health, talent, risk, retirement, data &

analytics and capital.

Aon clients are responsible for designing

and manufacturing 70% of the world’s

20 bestselling pharmaceutical products

In the U.K., more than five billion liters of

milk a year are supplied by companies

insured through Aon.

There is one in two chance that your

mobile phone was produced by an Aon

client.

Aon has brokered the aviation insurance

for American Airlines since 1936.

Aon presents in 2015 the White’Paper

‘When carw becomes autonomous’.

Aon was the first organization to develop

catastrophe models for a number of

country-specific perils including floods,

earthquakes and terrorist attacks.

The Plan B Company

Customer needs are constantly changing, difficulty to have customer centric focus; big data icw connected car is jungle

Integrator

Help companies who realize that Connected Car/IOT/big data will change customer needs & demands and therefore their business case

Intuition Lorem ipsum dolor sit amet

5 pillars for Connected Services

03 05 Proposition

Development Based on customer

insight

Business rules & Rapportage Customer Gateway

Mobile Algorithms

Real-time reporting

Privacy & Security

Proto Buffering HTTPS

Legal compliancy

‘Harvest’ Data Hardware to listen to

CANbus Telematics

Workshop data DMS

Connectivity

Integrate Compile and

enrich raw data 3 data layers

Reading only No OBD protocol

Overview

Whereabouts

Vehicles in transport

Connected car during transport

• Vehicle tracking from First Point of Rest [FPR]

• Following how vehicles are transported

• Consequences for transport contracts

– Time

– # of subcontractors

– etc

How can connected

car data create further

insights into

consumer’s needs?

Phases

Connected car

Improve traditional

business case

Connected car phases

• by using “nice-to-have-feature” in Kia App

• Collect data and push messaging:

• Inspection reminders

• DTC based

• Service reminders

• Actual mileage based

Improve

traditional

business case

Connected app

In the app customer can see the basic

information of his vehicle.

01 02 03 04

pressure

Fuel info

Door- lock

Handbrake

location

Tableau Reporting

With this reporting tool real time data cab be analyzed and sent to

the server

Phase 1 – Improve traditional business

AON benefit

• Check whereabouts

of vehicles during

transit from port to

dealership

• Data

KIA benefit

• Additional

communication

channel

• Making app/ “my page”

relevant

• Data

Customer benefit

• App features

• On time notices

Vehicle service

• Replace window wipers

• Oil replacement

• Brake pads

• Inform the customer and have him chose

• Via mail, app, txt, ‘my website”

Create new

‘Vehicle service’

• DTC based

Improve

traditional

business case

Services to vehicle

• Example: Window wiper

• Information to customer when wipers are worn

• OBD- info from canbus- wiper >30hrs + on >90sec

• Customer communication via email / app / cloud solutions /

microsite

• Propositions for wiper replacement

• Ship to customer

• On premises replacement

• Visit service network

Ship to Home €29

Replace at Dealer €39

Replace on Site €49

Wiper replacement advised !

Sample- not actual app

Services to vehicle

• Example: Oil level

• Information to customer when oil level is too low

• Info from CANbus | oil > mileage

• Customer communication via email / cloud solutions / app /

inform dealer

• Proposition:

• Warn customer for consequences

• Proactive communicate type of oil

• Inform customer about filling process

Services to vehicle

• Example: Brake Pad

• Information to customer when brake pad is worn

• Info from CANbus brake status

• Customer communication via email / cloud solutions / app;

Inform dealer

• Proposition:

• Warn customer for consequences

• Proactive communicate approx costs

• Inform customer about repair process

Phase 2 – Create new business based on vehicle

service

AON benefit

• Avoid discussion on

[engine] repair costs

KIA benefit

• Create raving

advocates

• Sell Oil/ Brake pads!

• Avoid discussion on

[engine] repair costs

Customer benefit

• Fulfilling direct need

• Convenience

• Create memorable

experience

Driver service

• Parking

• Insurance

• Dynamic POI

• Fuel

• Restaurant

• Etc.

Create new

“Driver service’

• Oil replacement

• Brake pads

Create new

• DTC based

Improve

traditional

business case

Services to Customer

• Example: Parking

• Customer subscription

• Fee to be paid to parking provider (eg. Yellowbrick/Parkmobile)

• Customer communication via email / cloud solutions / microsite

• GPS location vehicle combined with parking suppliers GEO loc. data

Showing parking location only is not enough to

be an true service provider

According to our

information your are

parked at a paid

parking spot managed

by Parkmobile

Arrange payment?

Parking

Payment Service

YES NO

Sample- not actual app

Value of this service?

€0,99

€1,99

• Example: Insurance / Fuel / Restaurant

• Customer drives from Amsterdam to Frankfurt

• Crosses boarder and receives offer on additional

international RSA/liability/travel insurance

• Needs fuel and receives lunch offer via txt / app / e-mail /

cloud from nearby restaurant

Proactive proposition

underlines the innovative

character

Phase 3 – Create new business based on

customer service

AON benefit

• Additional sales of

existing products:

• Roadside

assistance

• Extended warranty

• Travel insurance

• etc

KIA benefit

• Create raving

advocates

• Sell services!

• Margin on new

services to replace

spare & service parts

revenue

Customer benefit

• Fulfilling direct

• Convenience

• Create memorable

experience

Customer Insights /

Customer Centric

• Parking

• Insurance

• Dynamic POI

• Fuel

• Restaurant

• Etc.

Create new

• Who driver where at which time.

• Campaigns based on customer behavior

• Part sales based upon actual mileage

• Service only when needed

New services

based on

customer

insights

• Oil replacement

• Brake pads

Create new

• DTC based

Improve

traditional

business case

Phase 4 - New services

• New services for whole chain

• Combinations with (non) automotive partners

1. Via Nest [geo-fencing] switching on home heater

2. Connect to car sharing platforms suppling mobility

3. In time tyre offer based on driving pattern & mileage

Futures Services /

Relation Centric

• Parking

• Insurance

• Dynamic POI

• Fuel

• Restaurant

• Etc.

Create new

• Combinations with (non) automotive partners

• Car sharing platform

• Offer based upon subscription / lumpsum

Futuree

services

• Who driver where at which time.

• Campaigns based on customer behavior

• Part sales based upon actual mileage

• Service only when needed

New services

based on

customer

insights

• Oil replacement

• Brake pads

Create new

• DTC based

Improve

traditional

business case

Phase 5- Future services

1. Switch on heater or suppling heated house?

2. Connect to car sharing platform or suppling insurance for

your travel?

– by liability/time/money/emission

3. Supply new tyre or always good tyres?

Car dealer becomes

convenience dealer

What can be learnt

from this and what will

be offered to

customers?

Some figures from the Dutch mobility & insurance market

€ 12.5 billion

Economical costs of road traffic

accidents.

Of the Dutch cars does have safety

features.

€ 4.6 billion

– Gross written premium of the auto

insurance market in the Netherlands.

– The worldwide motor (auto)

insurance market was worth $ 671.3

billion.

of the employees experience stress.

1.000.000

Company cars

10.000

Carclaims; decrease of 35% if

equipped with AEB.

Park Assistance decreases the

number of claims with 45%

The key role of telematics

Driver behaviour telematics (hard

wired or OBD)

Inspection- & diagnostic data

GPS tracking and vehicle condition

monitoring

In close cooperation with

Insurer benefits

– Real-time information on driver

behaviours

– footage and telemetry data

– Measurable improvement in client

performance

– Potential to lower incident

frequencies

– Prevent thefts

Occupational driving is the single largest risk activity that an

organisation can face.

Before we make a deep dive analysis:

C-ACC?

How many lives

will eCall save

annually.

Smart mobility – no one will be anonomous anymore

Present Advanced Driver Assistance Systems

Theoretical maximum accident avoidance potential

Robocars: predictability in claim statistics

National Platoontest March 16th 2016

Test with 58 semi-autonomous cars

on the highway A2 in the Netherlands

http://www.aon.com/netherlands/zelfrijdende-auto/video.jsp

Test with Connected KIA

Purpose of this national test

Create awarenss with drivers of company cars.

Duty of care laws around the world force employers to develop and analyze

their corporate travel programs to be sure they fulfill their duty of care for all

employees. Including safe & connected cars!

Gain knowledge for the future new insurance model.

Increasing the adoption of safety & comfort features in cars.

Hoogste tijd voor versnelling. De verzekeringsmarkt heeft een kopgroep nodig die de rest van de markt op

sleeptouw neemt.

Side effects of autonomous & connected cars

Autonomous cars ‘disruptive’ for the insurance

industry?

OEM direction: – We will accept all liability when

our cars are in autonomous mode!

– Consequences:

• Ownership of liability

• Product liability?

– Manufacturer pays the premium?

– Car needs a driverslicense

Automotive industry think different!

Back up

Technology versus customer

Enormous amounts of technical solutions for what ?

Products

Services

Logistics

Processes

Working

Climate

Behavior

Customer

Experience

Products

Services

Logistics

Processes MGT

Working

Climate

Behavior

Customer

Experience

izatio

r Reverse Thinking

Experience is leading

Traditional Thinking

Process is leading

REVERSE THINKING

Maslov’s pyramid

UBI Service activated warranty & RSA

Road side services

Satisfiers Creation of ambassadors

Do it right the first time OK Pricing

On time repair

Dis-satisfiers Creation of enemies

Convenience

Added Value

Basic Services

Fix it right the first time

For who?

Connected car for who?

All companies who have mobile customers

• OEM channel

• IMT’s

– Concepts/non

• Lease companies

• RSA

• Insurers

Customers?

What customer need?

• Collect data

– Car/DMS

– External sources

• Create insights

• Create proposition

• Execute proposition

• Learn and improve

Result

• Relevant propositions

“ambassadors”

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