allianz managed operations & services se - the...

Allianz Managed

Operations &

Services SE

Case Study: “Allianz Voice

Biometrics deployment“

AMOS/ Ute Neuschäfer/

Munich /19/06/2013

Allianz Managed Operations & Services SE

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1 Who we are

2 Why using Voicegate?

3 History / Problem / Solution

4 How to increase Voicegate Using

5 What will we do in future with Voicegate

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3

Shared service provider to the Allianz Group

Headquartered in Munich, branches in eight countries

Portfolio of in-group IT, Operations and internal services

Allianz client companies all over the world

2,146 employees *

Revenues 2012: EUR 606.9 mn*

Savings contribution Allianz Group 2012: > EUR 110mn*

Who we are: AMOS at a glance

AMOS

* As of December 31, 2012 and fiscal year 2012

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Who we are: Our customers

Allianz OEs and holding-company functions

EEMEA

3% Americas

11%

Asia Pacific

17%

Germany

Western Europe

(except Germany)

45,6 %

AMOS client companies by region

11,6%

4,6%

67,2%

16,6%

In 2012 AMOS served 241 Allianz entities all over the world.

21,6%

16,6% 45,6%

11,6%

4,6%


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Who we are: AMOS service portfolio

IT

Services

Corporate

Services

Operations

Services

ABS, Business Intelligence, OPUS, E-Pac, Allianz Input Management System

SAP Platforms, Procurement, Global Reporting, HR Systems

Virtual Client, Allianz Global Network, IT Security, Data Center Consolidation, Devices

Production and dispatch of letter post to German Allianz customers

Payroll Management, Training Optimization, Recruiting

Accounts Payables / Receivables, Bank Accounting, Data Mgmt., Actuarial Support

Global Spend Management, Contract and Supplier Management, E-Sourcing

Metropolitan Strategy, Workspace Mgmt.., Mgmt.. Support Services, Global Insurance

Mgmt., Global Travel Agency, CRES Core Systems

ABS International Services (Non-IT), Allianz One Web

Business Coaching

Operations Consulting, IT Consulting, Sales & Distribution Consulting, Strategy &

Change Management, Project Management, Quality Management and Process

Improvement, Specialist Consulting

AMI OPEX Academy, OPEX Certification

Global Business Platforms

Global Infrastructure Platforms

Central Function Platforms

Output Center

Financial Business

Human Resources

Global Sourcing & Procurement

Corporate Real Estate and Services

Coaching (AGO)

Business Programs

Consulting Allianz Group OPEX (AGO)

Education (AGO)


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Who we are: Selection of major AMOS services

Allianz

Global

Network

Group-wide data and voice network

Global cooperation at high quality and security standards

Allianz

Virtual

Client

Convenient and secure data access

Flexible working: any time using any device

Procure-

ment

Allianz

Group

OPEX

Allianz internal Consulting unit

Consulting, Education, Coaching

Global sourcing

Spend, contract and supplier management to get best

quality at best prices


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AMOS commits itself to highest standards and continuous improvements

Quality has many facets. Some highlights:

Who we are: High quality services

Data Security

Efficient processes

and methods (e.g. ITIL)

Strategic sourcing

Internal Consulting

(OPEX)

Certifica- tions

(ISO, TÜV)

Employee Skill

Manage- ment

Quality and Methods

unit

Satisfaction Surveys

Compliance

...a lot more

Quality


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2 1 Who we are






Financial strength

protect strong capital base

sustainable & profitable growth

optimal asset allocation

Trusted partner for stakeholders

significantly increase customer loyalty

leverage multi channel distribution system and address web based customer needs

enhance total shareholder return

Operational excellence

excellent local delivery of global skills

collaboration between Global Lines and OEs

balance cost efficiency, quality and future competitiveness

enforce digitalization

Best people

strong engagement and performance culture, strong leadership brand, robust leadership pipeline

effective workforce cost management and efficient and shared HR infrastructure

excellence delivered by One HR

Why using Voicegate: Mr. Diekmann CEO ALLIANZ in

Group Strategy Wheel we want to be the most “Trusted partner for

stakeholders”

Despite an uncertain environment, volatile financial markets and challenging regulatory frameworks -

a promise is a promise

Insurance

and

Investments


Why using Voicegate: Trusted partner for stakeholders –

What does it mean for us?

Significantly increase customer loyalty

Leverage multi channel distribution system and address web

based customer needs

Enhance total shareholder return

Customer value management implemented in European core markets,

customer base stabilized, growth committed for 2012, roll out under way

Customer feedback captured at key touch points to improve service experience

Net promoter score improved, 52% of Operating Entities above peer average

Dedicated loyalty rewards programs launched successfully in an increasing

number of OEs

Accept increasing hybrid customer behavior as new reality

Leverage Allianz brand via all customer touch points including new media

Support transition of traditional distribution channels (e.g. Tied Agent) towards

an integrated multi access customer approach

Clear strategy and targets

Transparency and credibility

Attractive dividend history (4.50 euros DPS in 2010 second highest in Allianz’ history)

Continued best practice risk management and cost discipline

S&P rating among the strongest of the industry

http://www.shutterstock.com/subscribe.mhtml


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The advantages

of Voicegate

High security

Reduced costs

Increased independence

Available around the

clock

Tolerance

Saves Time

Saves 21% of PW

Reset Costs recently

Why using Voicegate: The advantages of Voicegate

Since 2006 Voicegate unblocked access to:

Windows 98.466 times

HOST 83. 023 times

Smartcard 16. 102 times


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3 1 Who we are






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History / Problem / Solution

Up to and including 2002 only "manual" to unlock the 4 eyes principle

2003 Introduction of Voice Gate Allianz

95.000 potential users

10.900 PW Reset per month manually Problem: Enrollment only about authorized legitimation agent

Poor Usability =>

Terminations =>

Poor customer satisfaction =>

Bad reputation

Poor information =>

Decreasing number of user

2012 internal license management, internal maintenance, product improvement, Project for Allianz Sales Staff

2013 Marketing => increasing number of users

14.000 PW Reset per month (4000 per Voicegate)


History / Problems / Solution

15

0

10000

20000

30000

40000

50000

60000

70000

80000

2007 2008 2009 2010 2011 2012 2013 (extrapolation)

PW Reset with Voicegate by year

Poor Usability =>

Terminations =>

Poor customer

satisfaction =>

Bad reputation

Poor information =>

Decreasing number

of user


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4 1 Who we are






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How to increase Voicegate Using: Marketing

Control of Success

Click-me-Question / User-Feedback / Reporting

Intranet (generate information

content in intranet and prepare

search engine, prominent

intranet linking)

User Group specific

communication

instruction to service desks

instruction to authorized

legitimation agent

Information VIP Service

Social Media

(Voicegate in ASN

und Wiki)

Face2face (Roadshow, Welcome

Meeting, IT Trainings)

Print (Allianz Newspapers

Posters

Flyers)


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5 1 Who we are






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What will we do in future with Voicegate :Lookout

2013 ff. Reinforcement and covering of all activities

2014 ff. Expansion of supply to other IT products (SAP, AGN, …)

2014 ff. Expansion of supply to other customers

2015 ff. automate and ease Allianz customer identification in the call center

• achieve cost savings for Allianz

• ease procedure for the customer

• replace annoying security questions

• with minimal to zero extra effort from the customer side


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Thank you for

your attention.

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