Copyright © 2006, Oracle. All rights reserved. 1 Insurance Analytics.

Copyright © 2006, Oracle. All rights reserved.1

Insurance Analytics


Business Value

Agenda

Solution Requirements

Industry Challenges

OBI Platform Components

Insurance Analytics

Wrap Up / Q&A


Decision systems are becoming the new business critical applications

Recent trends in the insurance industry,• Growing consolidation,• Change in the regulatory framework,• Convergence of Financial Services,• New Distribution Channels,• Focus on Customer Relationship Management

Combined with specific business context,• Huge customer bases,• Numerous distribution channels,• Market spread across geographies,• Varied product lines with number of products within each line,• Move from traditional product-centric to customer - centric operations,• Many Legacy systems to support Insurance Value Chain

Have exponentially increased the importance of an effective Analytics environment to manage business SUCCESSFULLY


Many companies have BI tools yet nobody has pervasive use

•Siloed BI deployments across apps and departments

•Fragmented view of information

•No consistent definition of business metrics • Are metrics such as closing ratio, loss ratio, customer profitability calculated consistently?

• Each analyst with a BI tool may have their own answer

•Report-centric model with backlog of new requests in IT • Top management requests get first priority, while needs of other Business users go unmet

•Few users have timely and actionable information needed to optimize actions and decisions

• Particularly middle management and “front line” users

Se

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Customers

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Customers

Customers

Partner

Partner

Partner


Lack of business insights creates pain in all levels

Where are my opportunities and how should I develop?Where are my opportunities and how should I develop?

How can I access all the data I need, How can I efficiently prioritizeHow can I access all the data I need, How can I efficiently prioritize

Am I going to meet my targets and how does this compare to the past? Am I going to meet my targets and how does this compare to the past?

Front LineFront Line

Where should I focus my management time and coaching?Where should I focus my management time and coaching?

What are the major changes in this week’s activity – and why?What are the major changes in this week’s activity – and why?

How do I make sure I can anticipate issues and react early enough How do I make sure I can anticipate issues and react early enough

ManagerManager

Do I have up to date visibility over my business ?Do I have up to date visibility over my business ?

Can I be alerted the moment we fall behind on KPI’s?Can I be alerted the moment we fall behind on KPI’s?

Are we anticipating business trends and reacting rapidly? Are we anticipating business trends and reacting rapidly?

ExecutivesExecutives

BusinessImpact

BusinessImpact

LowVisibility

LowVisibility

PoorExecution

PoorExecution

High Claim Fraud RateHigh Claim Fraud Rate

High Loss Ratio

High Loss Ratio

Low Success

Low Success

“If you can’t measure it, you can’t manage it…”


To address the pain, BI tool must be able to meet these requirements

Cross-Functional InsightEnables Cross-Functional Insight Critical For Making Strategic Decisions

Actionable InsightProvides Actionable Insight rather than reporting.

Broad Access to BIProvides Broad & Secure Access to Business Intelligence Critical to Align the Organization Around a Common Set of KPIs


1. Actionable Insight Rather Than Reporting

Sales Tracking

Policy Admin

Broker Commissions

Billing

Service Tracking

Claims

Underwriting

Admin Expenses

PRESENT

SORT

COMBINE

RETRIEVE

Claims Claims

• Explosion in both the volume and complexity of data

• Data is often fragmented and dispersed across information silos

• Struggle to transform data into timely, relevant, “ACTIONABLE” insight

• No system in place to give early warnings and quickly identify root causes/possible action steps

• Need to comply with legislated data privacy restrictions


2. Cross-Functional Insight is Critical For Making Strategic Decisions

Prospects

Individuals

Third Party

Agents

Sales Channel Service Claims

How can I reduce costs without

impacting customer

satisfaction?

How is my channel marketing spend affecting pipeline

and revenue?

What Impact will restructuring My Service Have on

Profitability?


3. Business Insight Is Not Just a Management Need!

ExecutivesConcise metrics on KPIs at corporate level

Highly correlated with overall strategic plans

ManagementFocused on Key Performance Indicators for a business unit

Report employee performance versus goals

Broader scope of business

Employee UsersTargeted analytics to improve job performance

Broadest scope for ad-hoc analytics

Partners: Agents / BrokersTargeted analytics to improve multi-organization initiatives

Limited ad-hoc capability

CustomersHighly focused analytics to monitor customer

activity and guide behavior

Summary

Detailed

STRATEGIC

TACTICAL

ACTIONABLE

RELATIONSHIP

INFORMATIVE

Real-time Organizational Alignment to Empower All Users


Front Line operations

Management

Customers

Partners

Executives

Oracle BI Solutions Address All These Issues Moving Data from Source to Decision

SIEBEL ANALYTICS SERVER

Segmentation

Interactive Dashboards

Alerts

Operational Integration

Predictive

Ad HocEfficient & Effective

Information Consumption

Sales Tracking

Policy Admin

Broker Commissions

Billing

Service Tracking

Claims

Medical Management

Admin Expenses

Claims Claims

Align entire organization

around common KPIs

Enterprise-wide Information Reach

Advanced Analytical

Capabilities Scalable A

pproach


Why Oracle BI Solutions Approach Makes Sense?

Generational Step

TransactionalReporting

Query,OLAP/DW

PerformanceManagement

Fact-Based Actions

IntelligentInteractions

Incre

asin

g V

alu

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“Here are your reports”

“Explore my data”

“How am I doing vs. goals?”

“What is my best opportunity?”“What should I do next?”

“What should I do now, at the moment of contact”

Market Needs Are Expanding Far Beyond Traditional Query and Reporting – Areas Of Focus for Siebel Business Analytics


Oracle BI Addresses Organizations BI Needs

Business Analytic Applications Pre-built and fully functional Incorporating industry best practices Available for all Siebel applications

Reaches All Users Personalized, role-based access for all

users Proactive alerts from any device Highly scalable and secure

Actionable Intelligence Integrated real-time and historical data Seamless integration with operational

applications, to “transform Analytics into Action”

Across the Enterprise Spans all enterprise data within and

beyond the enterprise Open solution leverages existing

investments Platforms, Support and Languages

Drilling down on a specific item in a Dashboard… … brings you into the

operational view where you can edit data, set up activities, etc.

SiebelSiebelOLTPOLTP

BackBackOfficeOffice

SAP BWSAP BWSiebelSiebelRMW/CEWRMW/CEW

EnterpriseEnterpriseDWDW

DepartmentDepartmentData MartsData Marts


#1 in BI/Analytic Applications

- IDC

“One of the most comprehensive and innovative BI platforms…”

- Gartner

#1 in DW Tools

- IDC

Oracle BI EE Suite

Oracle BI Applications

Oracle Data Warehousing

Oracle Solutions is the Worldwide Leader


Market Proven Technologies & Applications

Over 400 Oracle Data Mining

Customers and 100+ Financial Services ODM

Customers

Over 175 Siebel Insurance

Customers & Over 15 P&C

Claims Installations

Over 30 Oracle BI EE

Customers in Insurance


Oracle BI @ Work – AXA Financial

Business Challenge Improve the effectiveness of financial advisor activities and

increase ROI of marketing campaigns

Transform customer interaction and analytics from

departmental “silo” approach to more holistic model

Use information to minimize customer attrition and

maximize share of wallet

Solution Oracle BI Marketing Analytics, Oracle BI Service Analytics

Intelligence across multiple data sources beyond Siebel to

improve customer insight and segmentation.

Benefits Richer customer insight and segmentation for better

targeting and higher campaign ROI

More effective cross-sell and up-sell

Greater marketing ROI, triggered by alerts monitoring

customer events Re-connection with high value “orphaned” accounts and

successful win-back programs Stronger relationships between advisors and customers,

key metrics on advisor performance


Insurance Analytics


Analytics is crucial in every aspect of Insurance Value Chain

Corporate Management

Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM




Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM

Customer Analytics : profiles and Identifies the right customers for target marketing, analyze affinity, reasons for customer attrition.


ExecutiveExecutiveMonitor

FinancialPerformance

MonitorFinancial

Performance

ManagerManager

Increase Efficiency and

Spot Loss Ratioproblems



OperationalOperationalIncrease

Cross-sell Rate

Increase Cross-sell

Rate

Improve Retention and

Penetration


Penetration

Secure ProcessEfficiency


Optimize Segmentation


Reduce Fraud Rate, improve

EstimationAccuracy


EstimationAccuracy

Initiate Optimal Selling

Interaction


Interaction

Process Claims

Efficiently

Process Claims

Efficiently

ClaimsClaimsCustomers &Marketing

Customers &Marketing

Policies & UnderwritingPolicies &

UnderwritingFunctional

AreaFunctional

Area

Optimize Channel ResourceAllocation


Monitor PartnersPerformancePlan Actions


Maintain Close Relationship


Agents & Partners

Agents & Partners

Customer and Marketing Analytics

•Customer Attrition Trends•Customers Acquisition Trend•Line of Business Performance over Time•Customer Satisfaction•Quote to Buy Performance•Policy Distribution by Profitability Range•Product Penetration

•Customer Attrition Trends•Customers Acquisition Trend•Line of Business Performance over Time•Customer Satisfaction•Quote to Buy Performance•Policy Distribution by Profitability Range•Product Penetration

•Responses by Campaigns•Contact Distribution •Customer Acquisition Trends •Customer Attrition Trends•Customer Retention Trends •Household Penetration•New Business Performance by LOB•Premium Revenue coming up for Renewal

•Responses by Campaigns•Contact Distribution •Customer Acquisition Trends •Customer Attrition Trends•Customer Retention Trends •Household Penetration•New Business Performance by LOB•Premium Revenue coming up for Renewal

Executive

Manager

•Customer Profile Report•Policy Detail by Upcoming Renewal •Policy Distribution by Sub Status •Average # Policies per Contact by Value•Contact Distribution by # LOBs Utilized•Policy Distribution by upcoming Renewal

•Customer Profile Report•Policy Detail by Upcoming Renewal •Policy Distribution by Sub Status •Average # Policies per Contact by Value•Contact Distribution by # LOBs Utilized•Policy Distribution by upcoming Renewal

Operational


Insurance Customer Analytics

• Over 50 reports and 200 data elements on key customer characteristics:

• Demographics• Customer Value• # of Policies Held and penetration• Tenure with the Company• History

• Analyze customer acquisition, retention, and attrition across multiple factors

• Metrics• Average Retention Period• Claim Frequency• Profitability, Revenue• Usage• Acquisition %, Attrition Rate %• # of Assets, # of Lines of Business

• Guide marketing initiatives by focusing on promising customer segments


Insurance Marketing Analytics

• Over 100 pre-built reports and more than 150 objects

• Dashboards• Campaign Performance• Marketing Executive• Customer Insight (Business)• Customer Insight (Consumer)

• Analytical Subject Areas on• Campaigns• Consumers• Customers

• Role Based Analytics• Marketing Analytics User• Marketing Manager




Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM


Claims Analytics : critical component of claims mgt, helps fraud detection, monitoring and claims estimation.




MonitorFinancial

Performance

ManagerManager






Cross-sell Rate

Increase Cross-sell

Rate


Penetration


Penetration






EstimationAccuracy


EstimationAccuracy


Interaction


Interaction

Process Claims

Efficiently

Process Claims

Efficiently





AreaFunctional

Area







Agents & Partners

Agents & Partners

Claims Analytics

•Loss Ratio by Line of Business• Premium Adequacy by Region•Average Payments & Reserve by Quarter•Average Salvage Subrogation and

Payment by Quarter•Claim Resolution Trends•Customer Satisfaction Trends

•Loss Ratio by Line of Business• Premium Adequacy by Region•Average Payments & Reserve by Quarter•Average Salvage Subrogation and

Payment by Quarter•Claim Resolution Trends•Customer Satisfaction Trends

•Recovery Performance by Adjuster•Activity Metrics by Policy Type•Reserve Accuracy by Adjuster•Claim Elements Resolution Effectiveness•Recovery Performance•Response Time by Quarter•Claims Payment Lag by Region•# of Claims Reported Over Time

•Recovery Performance by Adjuster•Activity Metrics by Policy Type•Reserve Accuracy by Adjuster•Claim Elements Resolution Effectiveness•Recovery Performance•Response Time by Quarter•Claims Payment Lag by Region•# of Claims Reported Over Time

Executive

Manager

•My Top Open Claims•My Case Load, My Service Requests•Contact Distribution by Claim Amount•Top 5 Claims by Severity•Claims Distribution By Status•Company Distribution by Claim Frequency•# of Claims Reported Over Time•Avg # Claims by Customer Value

•My Top Open Claims•My Case Load, My Service Requests•Contact Distribution by Claim Amount•Top 5 Claims by Severity•Claims Distribution By Status•Company Distribution by Claim Frequency•# of Claims Reported Over Time•Avg # Claims by Customer Value

Operational


Claims Management Analytics

• Complete view of Claim Experience throughout the Claims life cycle

• Over 40 reports and 120 data elements covering all major aspects of Claims

• Claim Cycle Time• Payment & Reserve• Salvage & Subrogation• Channel Effectiveness in Claim Reporting• Service Requests• Customer Satisfaction

• Example of Specific Metrics• Claims resolution time• Claims distribution across geography and

lines of business• Loss ratio• Reserve accuracy• Salvage and subrogation effectiveness• Resolution time (Days)• Claim Frequency• Reserve Accuracy %




Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM


Policies Analytics : improves effectiveness of Policies Sales and underwriting, monitor sales and service processes





MonitorFinancial

Performance

ManagerManager






Cross-sell Rate

Increase Cross-sell

Rate


Penetration


Penetration






EstimationAccuracy


EstimationAccuracy


Interaction


Interaction

Process Claims

Efficiently

Process Claims

Efficiently





AreaFunctional

Area







Agents & Partners

Agents & Partners

Policies and Underwriting Analytics

•Product Line Performance•New Business & Renewals•Production by Quarter•Rolling Year Quote to Buy Performance•Loss Ratio Analysis•Persistency•New & Renewal Business Performance•Revenue Performance

•Product Line Performance•New Business & Renewals•Production by Quarter•Rolling Year Quote to Buy Performance•Loss Ratio Analysis•Persistency•New & Renewal Business Performance•Revenue Performance

•Avg # Products by Customer Value•Agent Production Performance•Case Load Analysis by Agent•Loss Ratios by Agent•Persistency Performance by Agent•Quote to Buy Performance by Agent•New Policies Opened in Last 4 Quarters

•Avg # Products by Customer Value•Agent Production Performance•Case Load Analysis by Agent•Loss Ratios by Agent•Persistency Performance by Agent•Quote to Buy Performance by Agent•New Policies Opened in Last 4 Quarters

Executive

Manager

•My Top Quotes/Applications•My Top Referrals•Pending Cancel Policies•Pending Cancel Policies Detail•Policies Coming up for Renewal

•My Top Quotes/Applications•My Top Referrals•Pending Cancel Policies•Pending Cancel Policies Detail•Policies Coming up for Renewal

Operational


Underwriting and Policy Analytics

Over 50 reports and 90 data elements monitoring key metrics in sales and service:

• Loss Ratio• Persistency• Revenue• Product Penetration• Quality of Service

Policy Trends by:• Customer, Region, Sales Channel• New Business & Renewals mix• Product lines and Lines of Business

Example of Specific Metrics • Salvage Amount, Insured Amount• Subrogation Amount• Premium, Secured Amount• Loss Ratio• Persistency (Policies)• Policy Churn %• Policy Close Ratio• Policy Non-Renewal Rate %




Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM




Partner Analytics : Efficiently monitor and inform Partner and Agents


Agents And Partners Analytics



MonitorFinancial

Performance

ManagerManager






Cross-sell Rate

Increase Cross-sell

Rate


Penetration


Penetration






EstimationAccuracy


EstimationAccuracy


Interaction


Interaction

Process Claims

Efficiently

Process Claims

Efficiently





AreaFunctional

Area







Agents & Partners

Agents & Partners

•Channel Performance•Average Agent Production•Agent Satisfaction by Tier•New Business & Renewals•Partners Annual Production Distribution

•Channel Performance•Average Agent Production•Agent Satisfaction by Tier•New Business & Renewals•Partners Annual Production Distribution

•Agents with Highest Loss Ratios•Agent Density by Geography•Top 10 Agents Performance•Agent Relationship Trends•Average Follow-Up Time on Opportunities•Customer and Partner Distribution•Partner Production Performance•Partners with Highest Loss Ratios

•Agents with Highest Loss Ratios•Agent Density by Geography•Top 10 Agents Performance•Agent Relationship Trends•Average Follow-Up Time on Opportunities•Customer and Partner Distribution•Partner Production Performance•Partners with Highest Loss Ratios

Executive

Manager

•Average Follow-Up Time on Opportunities•Top 10 Partners By Production

•Average Follow-Up Time on Opportunities•Top 10 Partners By Production

Operational


Insurance Agents and Partners Analytics

• Over 15 reports and 50 data elements

• Monitor key agent and partner metrics

• Book of Business Loss Ratio

• Production

• Agent Retention

• Response to Leads

• Agent to Customer Ratio

• Example of Specific Metrics • Agency Revenue and production

• Agency Profit & Profitability

• Density

• All Marketing, service and policy metrics declined by agents

• Targeted for Insurance Executives, Agent Managers, and Partner Managers.


Agents and Partners Analytics

Dashboards Executive Analytics Sales Analytics Customer Analytics Service Analytics Segmentation Analytics Partner Marketing Analytics Customer Marketing Analytics Commerce Analytics Training Analytics

Unique Dashboards for Partner Manager and Partner Portal

Analytical Subject Areas Activities Campaigns Customer Satisfaction Customers Orders Partner Training Partners Pipeline Service Requests

Role-based Analytics Partner Service Rep Partner Sales Rep Partner Executive Rep Partner Operations Analyst Partner Sales Manager

Partner Service Manager Channel Accounts Manager Channel Executive User Channel Operations User Channel Marketing Manager

Over 200 pre-built reports




Asset Management

HR Management

Channel Management

PoliciesManagement

Underwriting

Claims Management

CRM




Most importantly, Analytics help insurers provide crucial information to corporate clients, which can go a long way in cementing the insurer’s relations with the clients.

- Insurance Executive : a Complete Overview of Strategic business indicators

Partner Analytics : Efficiently monitor and inform Partner and Agents


Oracle BI Service Analytics

Dashboards Service Executive Analytics Service Manager Analytics Service Employee Analytics Service Request Analytics Activities Analytics Orders Analytics Assets Analytics Agreements Analytics Universal Queuing Analytics

Analytical Subject Areas Activities Agreements Assets Consumers Customer Satisfaction Email Response Orders Service Requests Universal Queuing

Role-based Analytics Service Analytics VP Service Analytics Manager Service Analytics User

Call Center User eMail User

Over 100 pre-built reports


Workforce Analytics

• Over 60 pre-built & fully integrated reports on critical employee metrics

Best practices embodied in interactive dashboards

Complete help desk, training, and employee performance analysis

• Targeted at multiple roles Different dashboards for different

users• Analytics in context

Reports embedded in portal pages and applications

• Real-time analytics Reliable quick insight that drives

action

Complete Platform for Employee Centric Analysis


Analytics Components

Copyright © 2006, Oracle. All rights reserved.42Federated Data Sources

Role Based Dashboards Analytic Workflow Guided Navigation Security / Visibility Alerts & Proactive Delivery

Logical to Physical Abstraction Layer Calculations and Metrics Definition Visibility & Personalization Dynamic SQL Generation

Highly Parallel Multistage and Customizable Deployment Modularity

Abstracted Data Model Conformed Dimensions Heterogeneous Database support Database specific indexing

Analytic Applications ArchitectureA

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Siebel Analytics

WebDashboards by Role

Reports, Analysis / Analytic Workflows

Metrics / KPIs

Logical Model / Subject Areas

Physical Map

Siebel Analytics

Server

Direct Access to

Source Data

Data Warehouse /Data Model

ETL

Load Process

Staging Area

Extraction Process

DA

C

EDW PeopleSoft

Siebel Oracle SAPOther


ETL OverviewA

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Siebel Analytics



Metrics / KPIs


Physical Map

Siebel Analytics

Server

Direct Access to

Source Data


EDW PeopleSoft


Three approaches to accessing / loading source data• Batch ETL• Low Latency ETL• Direct access to source data from Siebel

Analytics ServerETL Layered architecture for extract, universal

staging and load• Provides isolation, modularity and extensibility• Ability to support source systems version

changes quickly• Ability to extend with additional adapters• Slowly changing dimensions support

Architected for performance• All mappings architected with incremental

extractions• Highly optimized and concurrent loads• Bulk Loader enabled for all databases

Datawarehouse Application Console (DAC)• Application Administration, Execution and

Monitoring

ETL

Load Process

Staging Area

Extraction Process

DA

C


ETL OverviewA

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Me

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Siebel Analytics



Metrics / KPIs


Physical Map

Siebel Analytics

Server

Direct Access to

Source Data


EDW PeopleSoft


ETL

Load Process

Staging Area

Extraction Process

DA

C

Load

Load

Extr

act

Extr

act

SAPSAPPeopleSoftPeopleSoft

Source Independent Layer

Staging TablesStaging Tables

Extract

OtherOtherSiebel Siebel OLTPOLTP OracleOracle

PowerConnect

PowerConnect

SQ

L

SQ

L

SQ

L

SQ

LA

pp

Layer

AB

AP

Ap

p L

ayer

Business AnalyticsBusiness AnalyticsWarehouseWarehouse


Data Warehouse Application Console (DAC)

• DAC is a metadata driven administration and deployment tool for ETL and data warehouse objects

• Used by warehouse developers and ETL Administrator • Application Configuration

• Manages metadata-driven task dependencies and relationships • Allows creating custom ETL execution plans • Allows for dry-run development and testing

• Execution• Enables parallel loading for high performance ETL• Facilitates in index management and database statistics collection• Automates change capture for Siebel OLTP• Assists in capturing deleted records• Fine grain restartability

• Monitoring• Enables remote admin and monitoring• Provides runtime metadata validation checks• Provides in-context documentation


Physical Data Model OverviewA

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Siebel Analytics



Metrics / KPIs


Physical Map

Siebel Analytics

Server

Direct Access to

Source Data ETL

Load Process

Staging Area

Extraction Process

DA

C

EDW PeopleSoft



• Modular enterprise-wide data warehouse data model with conformed dimensions

• Sales, Service, Marketing, Distribution, Finance, Workforce, Operations and Procurement

• Integrate data from multiple data sources• Code Standardization• Real-time ready

• Transaction data stored in most granular fashion

• Tracks historical changes• Supports multi-currency, multi-languages• Implemented and optimized for Oracle, SQL

Server, IBM UDB/390, Teradata


• Instead of one single monolithic model, Siebel Relationship Management Warehouse uses a Star Schema model

Dimensional Data Model

Customer

• SRMW uses conforming dimensions to enable cross fact analysis and ensure consistent view across the SRMW

FactDimension

Dimension

Fact Dimension

Dimension

Dimension

Dimension

Dimension

Dimension


Insurance Specific Star Schema

Insurance PolicyInsurance Claims


Insurance Claims

Insurance Facts and Dimensions Tables


Features:• Conformed dimensions • Transaction data stored in most

granular fashion• Tracks full history of changes• Prebuilt and extensible• Built for speed

Integrated Enterprise Analytics Data Model

Ser

vice

S

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Customers

Sal

esS

ales

Mar

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Mar

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Dis

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Fin

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HR

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Pro

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ent

Customers

Customers

Suppliers

Suppliers

Suppliers

Benefits: • Enterprise-wide business analysis

(across entire value chain)• Access summary metrics or drill to

lowest level of detail• Accurate historical representations


Selected Key Entities of Business Analytics Warehouse

Conformed Dimensions

Customer Products Suppliers Internal

Organizations Customer Locations Customer Contacts GL Accounts Employee Sales Reps Service Reps Partners Campaign Offers Cost Centers Profit Centers

Conformed Dimensions

Customer Products Suppliers Internal

Organizations Customer Locations Customer Contacts GL Accounts Employee Sales Reps Service Reps Partners Campaign Offers Cost Centers Profit Centers

Sales Opportunities Quotes Pipeline

Order Management Sales Order Lines Sales Schedule Lines Bookings Pick Lines Billings Backlogs

Marketing Campaigns Responses Marketing Costs

Supply Chain Purchase Order Lines Purchase Requisition Lines Purchase Order Receipts Inventory Balance Inventory Transactions

Finance Receivables Payables General Ledger COGS

Call Center ACD Events Rep Activities Contact-Rep Snapshot Targets and Benchmark IVR Navigation History

Service Service Requests Activities Agreements

Workforce Compensation Employee Profile Employee Events

Pharma Prescriptions Syndicated Market Data

Insurance Financial Assets/ Policy Insurance Claims

Public Sector Benefits Cases Incidents Leads

Modular DW Data Warehouse Data Model includes:

~350 Fact Tables ~550 Dimension Tables~5,200 Pre-Built Metrics(2,500+ are derived metrics)~15,000 Data Elements


Server Repository OverviewA

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Siebel Analytics



Direct Access to

Source Data


ETL

Load Process

Staging Area

Extraction Process

DA

C

EDW PeopleSoft


Metrics / KPIs


Physical Map

Siebel Analytics

Server

• Multi-layered Abstraction

• Separation of physical, logical and presentation layers

• Logical modeling builds upon complex physical data structures

• Logical model independent of physical data sources, i.e. same logical model can be remapped quickly to another data source

• Metrics / KPIs

• Multi-pass complex calculated metrics (across multiple fact tables)

• One Logical Fact can span several table sources including aggregates and real-time partitions

• Level based metrics

• Aggregate navigation

• Federation of queries

• Security and visibility

• Pre-built hierarchy drills and cross dimensional drills


Insurance Specific Metrics Total Subrogation Amount Total Salvage Amount Total Delay in Reporting Loss (Hours)

Total Delay in First Response (Hours)

Total Claim Age (Days) Reserve Accuracy % Loss Ratio Household Claim Frequency Contact Claim Frequency Company Claim Frequency Claim Resolution time (Days) Claim Reserve Amount Claim Paid Amount Average Subrogation Amount Average Salvage Amount Average Delay in Reporting Loss (Hours)

Average Delay in First Response (Hours)

Average Claim Reserve Average Claim Payment Average Claim Age (Days) Average # of Claim Elements # Households with Claims # Household Claims # Contact Claims # Company Claims # Companies with Claims # Claims # Claim Elements # Assets with Claims

Claim Element Resolution Time (Days)

# Contacts with Claims Premium Policy Renewal Rate % Policy Non-Renewal Rate % Policy Churn % Persistency (Policies) Insured Amount Average Premium # Renewed Policies # Policies Offered Renewal # of Products as Assets # of Policies In Force # Non Renewed Policies # Lines of Business # Liability Accounts # Insurance Policies # Insurance Agents Total Earned Premium Policy Close Ratio Partner Revenue Partner Profit # Partners with Assets # Partner Accounts with Assets # Insurance Quotes Medical Loss Ratio


Web Catalog OverviewA

dm

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Physical Map

Siebel Analytics

Server

Direct Access to

Source Data


ETL

Load Process

Staging Area

Extraction Process

DA

C

EDW PeopleSoft


Siebel Analytics



Role based dashboards• Covering more than 100 roles

Navigation• Most reports have at least one level of

navigation embedded• Drill to details from many interactive

elements, e.g. chart segmentsGuided Navigation

• Conditional navigational links• Analytic Workflows

Action Links• Direct navigation from record to transactional

while maintaining contextAlerts

• Scheduled and Conditional iBotsHighlighting

• Conditional highlighting that provides context on metrics (is it good or bad?)


Insurance Specific Dashboard & Reports

Insurance Dashboards

Claims Ins. Executive Insurance & Healthcare

Agents Insurance Marketing Policy Sales Policy Service

Insurance Dashboards

Claims Ins. Executive Insurance & Healthcare

Agents Insurance Marketing Policy Sales Policy Service My Activities

My Case Load My Open Claims My Top Open Claims Recovery Performance by Adjuster Claims Coverage and Claim Status Quarter Loss Type and Region Activity Metrics by Policy Type Claims Distribution by Region by Status Contact Distribution by Claim Amount Ranges Loss Ratio by Line of Business (Last 4

Quarters) Premium Adequacy by Policy Type Premium Adequacy by Region Top 5 Claims by Severity Total Expense and Reserve by Region Average Payments and Reserve by Quarter Reserve Accuracy by Adjuster Average Salvage Subrogation and Payment

by Coverage Average Salvage Subrogation and Payment

by Quarter Claim Elements Resolution Effectiveness by

Adjusters Claim Resolution Effectiveness by Adjuster

Claim Resolution Trends Claims Resolution Effectiveness by Loss

Type Recovery Performance Claims Distribution By Status Claims Payment Lag by Region Loss Ratio Analysis New Policies Opened in Last 4 Quarters Channel Performance New & Renewal Business Performance Revenue Performance Rolling Year Quote to Buy Performance Customer Satisfaction Service Requests Analysis Agents with Highest Loss Ratios Average Agent Production Average Agent Production Performance Average Follow-Up Time on Opportunities Customer and Agent Density by Geography Top 10 Agents Performance Top 10 Agents Production Year To Date Agent Relationship Trends Agent Satisfaction by Tier New Business & Renewals Product Penetration Performance Average Follow-Up Time on Opportunities Customer and Partner Distribution Partner Production Performance Partners Annual Production Distribution Partners with Highest Loss Ratios Top 10 Partners By Production Average # Policies per Contact by Value Avg # of Policies per Company by Value


Prebuilt ETL to extract data from over 3,000 operational tables and load it into the DW, sourced from Siebel systems, and other sources

1

Insurance Analytics utilizes ETL routines that extract data from operational tables and load it into star-schemas available for immediate analysis

2

Pre-mapped metadata, defining real-time access to analytical and operational sources, embedded best practice calculations and metrics for the Insurance practitioner

3

A “best practice” library of over 150 prebuilt role-based intelligence dashboards, reports and alerts for Insurance Managers. Analysts and Business Unit Executives

4

Business AnalyticsWarehouse

Presentation Layer Logical Business

Model Physical Sources

Oracle Insurance Analytics

Claims

Policies


BI Approaches: Tools vs Applications

No pre-built content

Oracle BI Platform(custom

metadata)

Tools & Build Approach

Pre-Built BI Content

Oracle BI Platform w/ Pre-Built

Metadata

Pre-Built BI Applications Approach

Siebel

Oracle

Other Sources

Pre-BuiltETL

Siebel

Oracle

Other Sources

Custom ETL

Custom Built DW Pre-Built DW


Steps Required to Build Analytic Applications

Fact TableFact TableProductProductDimensionDimension

TimeTimeDimensionDimension

AccountAccountDimensionDimension

GeographyGeographyDimensionDimension

IndustryIndustryDimensionDimension

Account TypeAccount TypeDimensionDimension

Fact TableProductDimension

TimeDimension

AccountDimension

GeographyDimension

Account TypeDimension

IndustryDimension

Data WarehouseData Warehouse

Sources

ETLETL

Business ModelBusiness Model

Required Tasks:Design the data warehouse by subjectLicense an ETL tool

Write / build ETL routines• Initial load• Incremental update

License an interactive user access tool• Dashboard / Portal infrastructure• End user ad hoc capabilities

Build analytics for each audience• Tailored to each user based on their role

Create “best practice” processes• Link analytics to operational applications

License & create information delivery• Create analytic agents to monitor & notify

Set up user security & visibility rules

Perform QA & performance testing

Manage on-going changes/upgrades

Build the business model / metadata• Hierarchies & data relationships• Key metrics defined / created

DeliveryDelivery

aler

tsAd hocAd hoc

+

DashboardsDashboards


Oracle BI Applications: Comprehensive Analytic Solutions

All components pre-configured:Pre-built customer centric warehouse (RMW) design

Pre-built ETL routines and interfaces to other enterprise sources and apps

67 pre-built business analysis areas

2,526 pre-built metrics (KPI’s) & 1,963 pre-built analyses / reports

Intuitive, zero-footprint self-service interface

Pre-built analytic agents and alerts

Out-of-the-box role-based access for Executives, Managers, and Field Levels (Representatives)

Incorporates best practices for CRM/PRM/ERM, tailored by industry

Integrated security & data visibility

Tight integration with Siebel operational applications provides true “Insight-to-Action” capabilities

Global support for 17 languagesFact TableFact TableProductProduct

DimensionDimension







TimeDimension

AccountDimension

GeographyDimension


IndustryDimensionSources

Business Model

+

Relationship ManagementWarehouse

ApplicationDashboards Ad-hoc

ETL








TimeDimension

AccountDimension

GeographyDimension


IndustryDimension








TimeDimension

AccountDimension

GeographyDimension


IndustryDimension








TimeDimension

AccountDimension

GeographyDimension


IndustryDimensionSourcesSources

Business Model

+

Relationship ManagementWarehouse

ApplicationDashboards Ad-hoc

ETL


The Value of Pre-Built Business Intelligence Solutions


Oracle BI Server:The Only True Business Intelligence Application Server

• Business calculation & analytic engine

• Without managed proprietary data store

• Revolutionary request generation and optimized data source access

• Insight from largest data warehouses and across data sources & systems

• Analytical, operational, transaction, external

• Relational, multidimensional, host, XML, other

• Simplified business model view andindustry standard API (SQL Select)

• Rapid implementation and extensiblearchitecture

• Market-leading scalability, availability, reliability, performance and TCO

Customer

Powerful BI and Analytics capabilities, providing complete, timely, and actionable insight across enterprise sources


Enterprise Business Model Definition – Physical Layer:Efficient Access to Enterprise Data Sources

Physical Layer – “Intelligent Request Generation”

Reads in system catalog

• Multiple sources

• Optimized SQL generation

• Regardless of Schema

• Function ship to appropriate data sources/Compensation

DB2Supply Chain

DM

TeradataOLAP

OracleBack

Office Fin.

XML DataSource

SQL ServerAcxiom

SiebelOperational


Enterprise Business Model Definition – Logical Model:Logical View Provides Simple, Consolidated Access

Business Model Layer Business Model Layer – “Calculation Engine”– “Calculation Engine”

Physical complexity Physical complexity abstracted into logical abstracted into logical subject areassubject areas

Drill-PathsDrill-Paths

Complex/Derived Measures Complex/Derived Measures (Level-based, time series, (Level-based, time series, dimension-specific, nested)dimension-specific, nested)

Aggregate/Fragment AwareAggregate/Fragment Aware


Enterprise Business Model Definition – Presentation:All Data Access is Role-based and Secure

Presentation LayerPresentation Layer

•Role-based, in context, personalized Role-based, in context, personalized presentation – presentation – Siebel AnswersSiebel Answers

Copyright © 2006, Oracle. All rights reserved. 1 Insurance Analytics.

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