Backbase EngageFor Insurance ProvidersSmooth enrollment; improve self-service with out-of-the-box best practices that simplify the customer experience, from web to mobile.

Industry analyst Ovum named Backbase a ‘Market Leader’ for next-generation digital platforms. — Ovum Decision Matrix for Next-Generation Digital Platforms, by Jaroslaw Knapik.

Backbase Engage: Insurance ProvidersOmni-Channel Experiences, Ready to Go!Technologies and digital experiences are evolving at breakneck speed with no sign of slowing down. As they struggled to adapt and keep up, insurance providers had to relinquish control of their own digital experiences to 3rd parties that make it nearly impossible for insurers to differentiate themselves or engage with the customers. Backbase Engage has a flexible and modular architecture that puts insurance providers back in control of their digital experiences and strategy, which puts them back in touch with their customers.

By putting their own business and digital marketing teams in the driving seat, insurers will be able to create the types of interactions that boost engagement, resulting in increased retention and a larger share of wallet, but most importantly - happy customers.

Backbase Engage is a ready-to-go insurance solution. It fully supports internet, tablet, and mobile experiences, including omni-channel by facilitating cross-channel customer journeys, plus seamless handover and orchestration between channels and devices. With its strong focus on user experience (UX) design, Backbase Engage brings an experience inspired by the likes of Simple to your customers.

Today’s banks need solutions that support the channels that the banks and their customers require. Key requirements include great customer experiences; a single view of customers, products, and services; and often cross-channel capability. In parallel, even the most strategic channel banking initiatives need to manage cost.

— Forrester Market Overview: Off-The-Shelf Channel Banking Solutions, by Jost Hopperman, 2013.

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Backbase Engage for Insurance Providers: The Out Of The Box AppsWe help insurance providers to improve online sales and self-service across all digital channels, from web to mobile. Backbase Engage leverages your existing policy administration systems capabilities and adds a modern customer experience layer on top. Creating direct to consumer portals and apps as well as improving agent and employee portals.

Origination: Quote & Buy » Create effective and smooth origination and digital

sales process. » Increase sales conversion and minimize

abandonment rates. » Cut back on the ‘paper trail’ and simplify your

processes. » Target relevant digital marketing & sales campaigns.

My Applications » ‘Track & Trace’ feature for all product applications

and service requests. » Direct, real time communication during the

origination process. » Clear overview of of ‘to-do’s’, required documents,

and conversations related to a new applications. » Total transparency regarding the status, process,

and reasons for final decisions.

My Dashboard » Link your core business applications together and

create a comprehensive, easy to grasp ‘My Dashboard” environment. » Create optimized ‘My Dashboard” environments

for different stakeholders: customers, agents, and employees. » Empower your employees with smart widgets and

mobile apps that increase operational efficiency.

Self Service » Empower self-directed customers to complete their

goals, while lowering the cost per contact. » Aim for simplicity and remove all potential

roadblocks and eliminate the need for customers to step away from the process to ask for assistance. » Reduce the load on your physical customer support

operations and build long term mutually rewarding relationships with your clients.

My Products » Deep insight in to all active products and services. » Full control over all products and use with self-

service governance over origination, payment schedules, and inventory. » Including Track & Trace for ongoing

communications or open cases.

My Profile » Engage customers by allowing them manage to

their own personal profile. » Easy-to-update contact information and

communication preferences. » Clear overview of purchased products services,

including historical records. » Total overview and management of services.

Messaging » Secure messaging inbox. » Secure, real-time communication between bank and

customer. » Mobile notifications, push messages, email alerts,

and more. » Option to receive statements from selected vendors.

Secure Access » Three layered security model: anonymous login,

soft-login, hard login. » Integrated multi-factor authentication (MFA) via

token device, mobile app, or SMS. » Ability to require step-up authentication for high risk

transactions. » Option for soft-login via social login (Facebook and

Twitter).

Document & Research Center » Document library to store all documents, application

administration, scanned receipts, and bills. » Access to research documents and interesting

articles.

Paperless » Use smartphone or tablet camera to capture paper

documents. » Leverage optical character recognition (OCR) to pre-

fill forms. » Real-time back-end integration to pre-fill forms with

known data. » Integrate with best-of-breed digital signature

technology.

Contextual Support » Contextual assistance via smart help and guided

navigation. » Ability to contact customer service via chat or phone

from within the form. » Automated Form “hand-over” to customer support

employee for personal assistance. » Cross-device orchestration functionality ensures that

customers never have to start a form from scratch when switching devices.

Omni-Channel Forms for Holistic Service

» Powerful reasoning and logic engine, allows complex derivations, prioritizations, and dependencies to be defined quickly and clearly. » Design the process that routes the forms input to the

right systems and people within your organization. » Create reusable building blocks such as forms

elements, validation & business rules, presentation templates and backend integration connectors. » Reuse forms building blocks across multiple

channels, devices, and user groups.

Backbase Forms Studio » Advanced design environment that business

analysts can use to create and manage form definitions, conditions, rules, and flows. » Translate the needs of business stakeholders into

manageable form definitions and workflows. » One-stop-shop for designing the underlying forms

model and creating the user interaction through dialogs, dynamic questionnaires, and work lists. » Maintain the links with relevant internal systems and

databases, and manage relevant business logic, and semantics, such as business rules, decision trees, and tables.

Backbase Forms: Streamlined Origination and Self ServiceA concise, rewarding origination or onboarding process significantly improves your online sales. Backbase Forms helps create exactly that by minimizing the enrollment ‘paper trail’ and simplifying the process. It also helps put in place business logic and workflows to support customers through enrollment and purchase cycles. Businesses can drastically reduce overall abandonment rates by empowering marketing teams to optimize automated, personalized welcome emails, customizable alerts, and implement customer service tools.

Digital Marketing Capabilities: Empower Business & Marketing TeamsBased on the Backbase Customer Experience Platform (CXP), Backbase Engage can be easily managed and optimized by the business teams at your bank. With full digital marketing and mobile application development support, plus an intuitive visual editor, content editors and digital marketers can optimize content, run digital marketing campaigns, and edit the entire website, secure internet banking platform, and mobile apps in an easy-to-use management environment.

Visual Editor » Easy-to-use in-context editing capabilities to update

content and apps across marketing sites, secure internet banking and mobile apps. » Customizable workflows for verification and

publication rules. » Reuse content and content assets across all digital

touchpoints.

Targeting & Analytics » Target content, widgets, and apps based on existing

customer segments and customized targeting rules that use behavioral, contextual, social, and CRM derived data. » Integrated analytics spanning all channels, including

regular web, mobile apps, and tracking every action, from page views to events. » A/B and multivariate testing.

Omni-Channel Campaigns » Create and manage omni-channel marketing

campaigns from a centralized dashboard. » Distribute campaigns to your marketing site, internet

banking platform, native mobile apps, social channels, and 3rd party websites. » Facilitate omni-channel onboarding and track visitors

across channels to ensure consistent messaging and a singular process.

Mobile Management » Gain full control over the customer journey on

mobile, from updating responsive websites to pushing new content and campaigns to native apps. » Instant preview of mobile customer experiences

before publishing. » Advanced mobile and cross-device analytics. Track

a single user as they navigate between devices and channels.

Direct Customer Communication » Communicate directly with your customers via the

integrated message center. » Push important notifications and alerts to

customers’ mobile devices. » Offer real-time customer/advisor communication

services. » Integrated click-2-chat and click-2-call functions for

easy access to your call center.

Integrate with your PAS » Backbase CXP sits on-top of your existing back-end

systems allows you to manage all digital customer interactions. » Comes with connectors to commonly used policy

administration systems (PAS) such as Guidewire and Sapiens. » Create beautiful and efficient customer experiences

that combine easy to use and efficiency.

Mobile FirstBackbase Engage is ready to run on any mobile platform out-of-the-box. It is pre-optimized for cross-channel customer journeys where a transaction begins on one device but ends on another.

You can choose one approach or mix and match until you find the mobile strategy that best suits you and your customers. Backbase Engage supports all the most commonly used platforms, including iOS, Android, Windows.

Best of Breed Partners & No Vendor Lock-InTo create Backbase Engage, Backbase partnered with the best of breed fintech providers for back-end services. And since Backbase Engage is based on the modular architecture of Backbase CXP, you can easily customize it by mixing and matching services from other fintech providers without worrying about vendor lock-in or being stuck in a core system. Backbase Engage is the ultimate in control and flexibility for insurers.

Typically, a customer may begin researching new insurance policies on their mobile but move on to another device, such as a tablet or PC, to fill in the form. They may also contact the call center for assistance in completing the form, in which case the service representative can look over the customer’s shoulder ‘virtually speaking’, and guide them through the application.

Backbase Engage comes with a responsively designed marketing website and internet banking environment that automatically scales to the screen it’s being viewed on, whether that’s a 24” monitor or a small smartphone. It also includes a hybrid app, wrapped in native app containers, and completely native iOS and Android apps that use back-end API’s to consume the required data.

About BackbaseBackbase was founded in 2003 and is privately funded with operations in New York, Atlanta, Amsterdam, Singapore, and London. It is the maker of Backbase CXP, the award-winning customer experience platform that helps enterprises create omni-channel, customer-centric digital experiences. Backbase CXP deploys a new presentation layer over underlying infrastructure and IT systems, allowing enterprises to deliver personal, relevant experiences to customers on every device, in any context. Backbase CXP gives enterprises the tools and functionality they need to transform their tired online and mobile channels into engaging customer experiences, holistically managed from a single platform.

Industry analysts Gartner, Forrester and Ovum recognize Backbase as a leader in terms of customer experience, mobile and omni-channel focus, innovation, and time-to-value. Backbase is the vendor of choice for global organizations such as Bank Hapoalim, ABN AMRO, Sberbank, Nationwide, Nordstrom, Fidelity, Bank of America, Barclays, ING, Hiscox and Legal&General.

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A ‘Market Leader’ for next-generation digital banking platforms.

Backbase awarded Best of Show at FinovateEurope 2014.

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A Visionary in the Magic Quadrant for Horizontal Portals.

OVUM

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