Full session information and video available on successforce.com.

1. Managing P&C Distribution with Salesforce.com September 18, 2007 Lisa Lawrence – Liberty Northwest Yutaka Hashiramoto – Sompo Japan Sal Caruso – salesforce.com

2. Thank You to Our Partners!!!

6. Insurance Operating Model Customer Service -Agents/Customers Brokers Front Office Middle Office Carriers Customers Campaign & Lead Management Opportunity Management Agents (captive / independent) Sales/ Opportunity Management Underwriting Agency Management Claims Policy Management Claims Management New Business Submission Claims Submission Status Product Information Campaign & Lead Management Opportunity Management Placement

8. Customer Success in Insurance

9. Lisa Lawrence Sales Resources Manager [email_address]

22. Yutaka Hashiramoto Manager, IT Strategy and Planning [email_address]

23. Corporate Overview ・ Founded: October 1888 ・ Capital: 70 billion yen ($700 million) ・ Assets: 6.03 trillion yen ( $6030 billion) ・ Employees: 14,906 ・ Agents: 57,475 agent store ・ Sales Branches: 516 branches (Domestic) 41 branches (Foreign) ・ Insurance Service Network: 233 networks

26. Which Business Functions does Salesforce Support? ○ ○ ○ ○ Marketing ○ ○ ○ ○ ○ ○ ＳＦＡ 4784 22 24 25 30 33 34 50 85 85 100 110 530 735 1223 1698 Subscribers ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ Service & Support Total 15 Org. Help Desk for sales Help Desk for one of Bank Help Desk for Fire insurance Help Desk for Car Lease company Help Desk for Car dealer SFA for 401K sales Outbound Call Center for consumer Outbound Call Center for SMB Market ○ Customer Support for overseas travel insurance (Call Center) ○ Org Integration Project Help Desk for Agency (System) Help Desk for Agency (administration) SFA for SMB Market New Sales Scheme (Agent + Call Center) ○ Managing re-agreement for Policy Others (Platform) Business Model

27. Salesforce System Overview Salesforce Agents Customers Corporate HP Agent HP etc Brochure Inquiry etc Sales Branch Call Center Tel 、 Email （ Brochure 、 Inquiry etc. ） Leads information, Process Mgmt Process Management Contact information, Process Mgmt, FAQ etc. # of Orgs: 15 # of Subscribers: 4,784

28. Selling Model with Salesforce Salesforce Contact ・ Receiving brochure through Tel, HP, and Call Center ・ Passing information to agents or answer by call center agents ・ Sending out brochures from call center Customers Corporate HP Agent HP etc Agents Call Center Tel 、 Email Brochure Inquiry etc Leads information, Process Mgmt Contact information, Process Mgmt, FAQ etc.

31. Salesforce.com Insurance Agency Management Edition Sal Caruso Principal Solution Consultant [email_address]

32. Basic Industry Value Chain Consumers Businesses Brokers Agents Carriers Marketing Relationship Managers Underwriters

34. Agency and Producer Records Detailed profiles for each producer at the agency 1 2 Detailed agency profile Coverage teams for producers 3 3 2 1 4 4 Track agency ratios – e.g. # submissions, # quoted, # written

35. Agency Plans Track Plan against each agency 1 Define plan objectives, both quantitative and qualitative 2 Each objective has a target date, a measurement of success, and a tracking mechanism 3 3 2 1

40. Question & Answer Lisa Lawrence – Liberty Northwest Yutaka Hashiramoto – Sompo Japan Sal Caruso – salesforce.com