January 2012

© 2011 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
During the course of this presentation TIBCO or its representatives may
make forward-looking statements regarding future events, TIBCO’s future
results or our future financial performance. These statements are based
on management’s current expectations. Although we believe that the
expectations reflected in the forward looking statements contained in this
presentation are reasonable, these expectations or any of the forward
looking statements could be prove to be incorrect and actual results or
financial performance could differ materially from those stated herein.
We refer you to the reports that TIBCO files from time to time with the
Securities and Exchange Commission for a discussion of important
factors that could cause actual results or financial performance to differ
materially from those contained in any forward-looking statement made in
connection with this presentation. TIBCO does not undertake to update
any forward-looking statement that may be made from time to time or on
its behalf.
 EVENT
AUTOMATION PROCESSING ANALYTICS CLOUD SOCIAL

© Copyright 2000-2011 TIBCO Software Inc.

REAL-TIME PROMOTIONS

21%
INCREASE
CONSUMER SPENDING

SHORTENED
TIME-TO-MARKET BY

92%
• Growing the business
– New business acquisition
– Customer retention

• Cost reduction and increasing profitability

• Ease of doing business with producers and policy

holders

• Regulatory Constraints
– Dodd-Frank
– FATCA
– Solvency II
• Growing the business using Event Processing
– Cross-Sell / Upsell
– Increasing closure rates

• Driving down cost and increasing profits with

streamlined and integrated business processes

• Providing a 360 degree view of producers and policy

holders with Master Data Management

• BPM, MDM, and Analytics – a platform enabling

transparency and accurate information
• Insurers using mobility to drive new business and
operational efficiencies
• Mobile apps supporting policy holders, agents,
adjusters, claims personnel, and call center staff

15 Billion
mobile devices
by 2015
• Field agents securely collaborate with head office on
topics such as claims, new products, and fraud
• Secure customer service communication on policy
renewal, claims status, and policy coverage
• Leverage every customer touch point to sell
• Call Centers and all other Customer Service channels

Context
Rules
Altered
Event Transaction

Channel Service
Request

Custom
Offer

Transaction
Response
• Capture and manage operational insurance processes
such as policy administration, claims, and billing
• Collaboration on innovation and process improvement
• Facilitate Regulatory Compliance

Intelligent Operations Manual

Business Scenario: Unsold Quotes

Navigation information
Customer has requested a
quote. The quote is not
bound.

Role(s)

Customer
 7. Rule based
Subsequent routing: Agents
- or Agent contact
Customer - call center contact or
- direct email notification
CIC
1. Finished Quote
Process - captures 4. Kickoff
quote event Unsold Quote 8. Close Sale,
Process revise and re-propose,
or Reject
TIBCO Event Orchestration Layer
3

2
Process
1

3. Business Rules 5. Invoke 6. Work Queue

generate Unsold prospect assignment with 9. Bound Policy
2. TIBCO Event Layer scoring prioritization by
captures quote event quote event
engine score

Agent

Score: Low Med High

Processes 1 million quotes per week across 3
channels: Agents, Partners, Online

Improved quote conversion rate from 5% to 7%

High 9 figure revenue increase in premium

Implemented in less than 7 months

#$@%&!!!
 Next Gen Direct Repair
Customer
Self Service Service Providers
Information

Safelite
Auto Glass
Content External
Management Partners
Salomon

TIBCO Smith Barney

SOA / B2B
Policy Settlement

Claims
Financials
Analysis
Award-winning Next Gen System
An InfoWeek “Top Technology Innovation”

Claims are handled as

an automated
business process
across
lines of business …

from website click

to check
Maintains consistent service levels
Rapid new feature rollout
Expanded features rolled out in only 6 months
Accurate payouts
Crash to cash in just one or two days
More immediate appraisals
More expedited claims
Up to the minute status

“Next Gen enabled Allstate to enhance our

Direct Repair Program, taking many customers
from crash to cash in just one or two days”
 Long Term Individual
Life Care Disability

Long processing times

No visibility for customers
Difficult to roll out innovative product bundles
 Simply Unum
… an InfoWeek Award Winning Initiative
…Microsoft WFS Innovator Award
…Exstream Visionary Award
…Celent Document Automation Award

“A better experience throughout the

entire customer journey”
 TIBCO
BPM

Policy
Administration
Sold Case

Preview Plan Implementation

Add/Change Coverage Participation
Add/Remove Employees Requirement
Review Statement Underwriting
Pay Bill Enrollment Pre-Sale
Customer Customer Service
Support Support

Claim Submission Product Offering

Claim Status Check Price Flexibility
Integrated Proposal
Simply Unum
Easy for Customers to Use

Real time, 24x7 online access

Billing
Administration
Policy changes
Claims submission/tracking
 Quote to policy time
cut by up to 88%
94% customer satisfaction

$700 million
in revenue over 5
years
 Payments

Special
Payments
New
Business
Deposits

Group Life / Pension Management

No standard processes for end-to-end

case management spanning multiple Securities
internal business functions. Buy/Sell

Resulting in poor customer experience.

 Payments
Securities
Buy/Sell

TIBCO
BPM
Special
Payments

Deposits

eDarts New
Business
Fully standardized processes and case management across
Group Life / Pension Management
 “What’s the status of my “You have just been
life insurance enrolled as of this
application?” morning.”

From 2 days to real time answers

Cut transaction time by 77%
Annual volumes increased more than 400%
Annual administrative savings of 4.2M €
Next Steps