What We Want to Accomplish Today
Introduction and Agenda
Digital Transformation and Market Trends
Accelerating Digital Journey
Customer Success Story - AIG
Q & A
13% More
Revenue
50% More
Profitable
19% Higher Market
Valuation
Organizations that rank high on digital maturity
MIT Sloan and Capgemini – The Digital Advantage: How digital leaders outperform their peers in every industry
“Organizations that offer best-in-class customer experiences grow faster and more profitably. To reach this level, insurers must relentlessly improve customer
journeys across channels and business functions.”
The Growth Engine: Superior Customer Experience in Insurance, McKinsey & Company
The DocuSign Solution
Platform
Document Origination Business Processing Real-Time Integration
Multi-Channel Signature Capture
Wherever Whenever However
Reduce Operating Cost Grow Top Line Improve Customer
Satisfaction
• Reduce manual processes
• Lower capital expenditure
• Improve operational efficiency
• Reduce errors
• Improve conversion rates
• Ability to sign on anywhere on any device
• Accelerate turnaround time
• Reduce friction for stakeholders interacting with Farmers
• Improve NPS scores for customers, employees, agents and vendors
Value Drivers
Increase Compliance
DocuSign Partner Ecosystem: Insurance and Financial Services
13
Strategy & Implementation
Strategy & Implementation
Technology Partners
Average Benefit Hard Dollar Savings Solution Displacement Costs: $0.6
Direct savings or displaceable costs
Decrease Document Storage Costs: $0.3
Lower Printing Costs: $0.9
Reduce Document Distribution Costs: $1.1
Productivity Improvements Lower Document Creation Costs: $1.0
Indirect savings associated with productivity improvements
Reduce Time to Distribute Documents: $1.3
Decrease Time to Manage Document Status: $1.9
Reduce Time to Process Signed Documents: $2.5
Decrease Document Scanning / Storage / Archiving Time: $1.3 $5.2
Revenue Gains Increase Sales Efficiency (Conversion Rates): $3.2
Increased revenue impact from efficiencies
Compress Signature Cycle: $2.9
Return on Additional Revenue: $0.1
Total: $17.10
Large Insurance Carrier: Value of $17.10 per new policy using DocuSign
Value Breakdown Per Transaction
Typical Customer Journey
Transformation Transaction completion Biz process Automation • Structure in vendor
relationship • Economies of scale • Ensure consistency
• Driving Maximum value • Executive sponsorship • Central IT governance • 3-yr DTM roadmap
• Initial deployments on LOB • Deliver short term value
Phase 1 Departmental
Phase 2 Central Purchasing
Phase 3 Central Governance (CoE)
DTM Assessment ROI Tools
DTM Assessment Process: ~ 6 weeks *Once Executive Sponsor is identified
DTM Roadmap
3 year map
Value vs Complexity
Deliver Results Discovery Sessions
SMEs
Collect Data
Workshops
As-Is / To-Be
Large Use Cases
~ 6 weeks
Exec Presentation
Present Findings
Assessment Deliverables
1. Use Case Map
4. Prototype Solutions 5. Solution Architecture
3. Deployment Roadmap (3yr) 2. Business Justification
Assessment Discovery Sessions
Use Case Identification
1
10% for 3 years
0% for 1 year or less
For strategic early adopter customers and
showcase accounts
Implementation Speed
Measuring Value
3 2
WHAT WHY HOW
1 Use Case Identification • What LOB or department? • What is the name and description? • Who is the Business sponsor and owner • Is it internal or customer facing?
5 Types of Potential Transactions
UIM forms Med Auth Agent Contracts
Purchase Order
Capital Budget Estimate (CBE) Request / Approval
Project Request Process / Approval
Approve
Collect Data Acknowledge
Notify Sign
Disclosures Pricing/Rate Schedule Neg Auth
Use cases that are intended to inform or notify employees, suppliers or vendors
Policy Delivery Compliance Confirmation
Internal Approval Confirmation
Use cases requiring confirmation that the employee, vendor or supplier has
read/agreed/complied
Use cases that ask for an approval as opposed to a more formal signature
Health Information Life application Change
Order
Use cases where information needs to be collected from the Recipient(s)
Binding legal documents that require a legally-defensible signature
Sample DocuSign Use Cases in Insurance
• Accident history • Odometer • Medical release forms • Total loss damage • Power of attorney • Statement of lost salary • Settlement Release
Claims Processing
• Asset tracking • Change requests • Requirements sign off • Access management • Incident reporting • Production change
authorization • Maintenance authorization
IT
• Purchase orders • Statements of work • Master service agreements
(MSAs) • RFP sign off • Invoice processing
Procurement
Sales and Services
• New policy applications • Premium payments • Driver exclusion • Coverage rejection • Bill presentment • Trailing documents • Account change forms • Change of address • beneficiary forms
• Contracts • Non disclosures • State required forms • Internal compliance • Outside counsel agreements • Internal and external audits • Compliance
Legal and Compliance
• Capitalization management • Delegations of authority • Leadership approvals • Invoice processing • Expense reporting • Travel reimbursement • Audit signoff
Finance
• New hire paperwork • New agent packets • On/off-boarding checklist • Employee policy distribution
and signature • Contractor agreements • PTO management
Human Resources
• Marketing approvals • Agency contracts • Advertising contracts • Media plan sign-offs • Press release sign-offs
Marketing
Name of doc LOB Description Owner Volume/yr Driver Exclusion Personal Lines Servicing Operations xxxx 100,000
Agent Agreement Agency Services Annual comp plan for EA xxxx 30,000
BIC Financial Services Best Interest Contract for DOL xxxx 200,000
Use Case Identification – Key Information
Measuring Value
2 • Avg Volume / Year + growth • NIGO Percentage • Turn Around Time (Days) • Hard costs: print/ship/storage • Is this use case generating revenue? • Value per transaction, current conversion rate? • Labor Intensity: time to create, distribute, manage
Value Drivers
Delight customers, employees and suppliers
Maintain visibility into transactions
Return on Investment
Customer Experience
Security & Compliance
Shorten time to receive signed contracts
Cut operating costs
Eliminate document errors and streamline processes
Speed time to revenue
Value Potential Evaluation
Area Metric Low Value High
General
Annual Volume 1 1M+
Not in Good Order (NIGO) 0% 85%
Turnaround Time (TAT) Minutes Months
Hard Dollar Costs # of pages printed None 100+
Distribution method Email / face to face
FedEx / Courier
Productivity Gains Labor Intensity Minutes Hours
Revenue Gains Annual Revenue per Transaction $0 $1M+
Implementation Speed
3 • What is the current process? • Integrate with other systems? • Could it start as a standalone solution? • Out of box Web App, Partner plugin, or API? • What are the risks / concerns of doing this now?
Center of Excellence Components
1 Governance
Structure
2 Resourcing
Plan
3 Communication
Plan
4 Training Strategy
5 Support Model
DOCUSIGN CONFIDENTIAL
Typical Customer Journey
Transformation Transaction completion Biz process Automation • Structure in vendor
relationship • Economies of scale • Ensure consistency
• Driving Maximum value • Executive sponsorship • Central IT governance • 3-yr DTM roadmap
• Initial deployments on LOB • Deliver short term value
Phase 1 Departmental
Phase 2 Central Purchasing
Phase 3 Central Governance (CoE)
DTM Assessment ROI Tools
Erik Eisenman, Head of Recovery, AIG
- Implemented DocuSign initially in 2005 - Expanded to an enterprise-wide initiative in 2015
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