00:01Customer relationship management systems have been around for decades, and many of them have even had maps.

00:07But those systems have been expensive, they've been difficult to implement, inflexible, and...

00:12...they've been siloed within the organization.

00:15The cloud is changing that. Modern CRM systems are extremely flexible, they're extremely affordable...

00:21...at the enterprise level, and they encourage collaboration, not only between users, but between departments...

00:28...and between companies. Let's look at an example of how one company could do that.

00:36A typical insurance disaster--a hailstorm. A hailstorm, or any weather event, is inherently spatial.

00:42It affects people, and it affects people within a definable region. It also has a time measure.

00:50The hailstorm starts, it ends, and it moves through the country. So how do we handle that?

00:56A call center agent for an insurance company will typically enter their information--the claim information...

01:02...in real time into a CRM system. That agent, and the agent's manager, need to manage three things.

01:09They need to manage the queue of people who are on the phone, waiting to talk to an agent right now to make a claim.

01:16They need to manage the person who's on the phone with them right now.

01:20And they need to manage the people who have not yet been affected or who have not yet filed a claim...

01:25...but probably will be in the next hours or days.

01:29If the call center can handle those appropriately, they can keep call center costs low and claim costs low.

01:35If they don't, call center costs can rise, and claim costs can rise.

01:40So how do we approach this? We can integrate maps into, and location analytics into, the user's interface.

01:50We can show them real-time updates from the field. What is happening to your customer, and to your customers, right now?

01:57We can show them contextual information. What's the nearby claim center? We can show them other claims.

02:04This allows the agent to potentially deal with claims faster, deal with claims more effectively, and more cheaply...

02:11...because they have that information.

02:14At the macro level, we can also give managers access to information. We can bring this into the system...

02:20...in such a way that the managers see claim information and see spatial information in ways that they're used to...

02:28...queues, lists, reports, and mailing lists. So this is a map that actually takes information from three different systems...

02:35...three different departments. That's not just collaboration between users--that's collaboration between systems.

02:42We could take this map, or a manager could take this map, and potentially send an e-mail out to all of their customers...

02:47...saying, Hey, there's a hailstorm coming--maybe you should get your car out of the driveway.

02:52How many Porsches do you have to save in order to pay for this type of system?

02:57And finally, we can take that information and send it out to the people in the field--to the actual claims processors...

03:05...the claims adjusters. This solution is not just about points on a map. This solution is about collaboration between departments...

03:13...collaboration between users. And it's about taking that information, closing the loop between front office and back office.

03:21The cloud allows us to implement location analytics in a way that is easy to use, affordable, and that directly impacts...

03:30...user behavior. Thank you.