POWER in Integrating POWER in Integrating SmartOffice 3.5X within a SmartOffice 3.5X within a

Hosted EnvironmentHosted Environment

“The Wachovia Insurance Services Experience”

Rosemary HegeSenior Vice President

Wachovia Insurance Services, Inc.

Rosemary.Hege@Wachovia.com March 16, 2006

AgendaAgenda

Decision Tree

• Hosting

• Reengineering

• Integrating SmartOffice Modules

Questions and Answers

Decision TreeDecision Tree

Hosting Environment Hosting Environment

Schedule

Resources

Investment

Focus and learning curve

Project risk

Level of integration required with internal

company applications and systems

Hosting ConsiderationsHosting Considerations

Significant savings in time required to procure hardware, configure and put application in production

Reduces dependency on internal resources with competing priorities (applies to initial implementation as well as future patches/upgrades)

Reduces initial investment risk (monthly fee versus one time capital purchase)

Enables project team to focus on other aspects of the project

Reduces the learning curve associated in implementing and supporting SmartOffice.

Reduces overall project risk

E-Z Data as a Host for Your E-Z Data as a Host for Your SmartOffice ApplicationSmartOffice Application

Makes interfaces with internal company applications more challenging to build test and maintain

For large corporate clients – requires due diligence/certification of vendor hosting site and penetration/ethical hack testing, to insure site secure

E-Z Data as a Host for Your E-Z Data as a Host for Your SmartOffice ApplicationSmartOffice Application

ReengineeringReengineering

Opportunity to systematically document all workflow

processes from sales to claims

Using workflows, identified current operational

inefficiencies

Modified workflow processes and integrated previous

silo work areas

While creating savings, it was not an exercise in

downsizing

Rationale for ReengineeringRationale for Reengineering

Make use of virtual work team with representation from all areas at meetings

Ensure a proper mix of Type A and B personalities

Insist on Subject Matter Experts and preferably individuals that can make decisions

Be open to change and leave your baggage at the door -Use the past for historical purposes only

Do not undertake unless you are ready to finish what you start

Keys to Successful Keys to Successful ReengineeringReengineering

Integrated workflow of Sales Assistants, Case Design, Case Management and Commission Accounting under one common system, SmartOffice

Centralized all product, carrier and commission information

Realigned Case Management area to include Submit and Delivery Specialists

Automated Case Management through scanning, notes and activity functions

Created reconciliation report

Realigned Sales Assistants to provide support to all Insurance Advisors

Creating common sales reporting

Contributed to decision making on required SmartOffice customization

Results of ReengineeringResults of Reengineering

Integrating SmartOffice Integrating SmartOffice ModulesModules

Desired State – Totally Desired State – Totally IntegratedIntegrated

End State – SmartOffice 3.5XEnd State – SmartOffice 3.5X

Central data repository of all referrals, clients and referral sources

Entry point into the system

Campaign tracking

Case Design tracking

Forecasting and reporting

Maintained by Sales Assistants with information accessible to all, subject to proxy and user rights

Opportunity Module UsageOpportunity Module Usage

Centralized database for tracking all cases- informal inquiry through inforce status

Data repository for all agent licenses and appointments, product, carrier and commission rates

Edit for correct licensing and state approvals

Source for information on case at any point in underwriting cycle

Accessible by Insurance Advisors for viewing

Pending Case Management Pending Case Management UsageUsage

Posting of all carrier statements

Reconciliation of commissions due

Reporting and forecasting

Check and balance between accounting and payroll systems

Central resource for responding to Insurance Advisor inquiries on commission payments

Commission Tracking UsageCommission Tracking Usage

Proves simplified means for tracking case from referral to claim

Enhances reporting and tracking

Removes silo mentality

Provides snapshot of case at any point in time with notes to detail activities

Open to all, subject to internal audit and system constraints

The POWER of IntegrationThe POWER of Integration

Project of this magnitude is not for the weak

Requires internal subject matter experts who can dedicate majority of time to project and make decisions on behalf of their groups

Do not expect E-Z Data to be your insurance subject matter experts

Need senior management buy-in to approach

Must be open to workarounds to minimize customizations

An absolute must is strong and consistent project management expertise on part of company and E-Z Data

Lessons LearnedLessons Learned

Questions & AnswersQuestions & Answers