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The Transformational CRM The Transformational CRM –– Siebel 8.0 Financials Services SolutionsSiebel 8.0 Financials Services Solutions

Taerim ChungSenior Sales Consultant, CRM BU, Oracle Korea Ltd.

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The Challenges Today

Siebel 8.0 Key Messages

Banking & Capital Markets CRM Solutions

Insurance CRM Solutions

Summary

Topics Covered

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Summary

Topics Covered

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The CEO’s Agenda: “Growth is the Focus”*

Challenges• Inconsistent Customer Experience• Business Model Complexity• Technology Limitations

Challenges• Inconsistent Customer Experience• Business Model Complexity• Technology Limitations

The Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”

Strategic Priorities• Increase Market Share• Increase Revenue• Acquire New Customers• Enhance Value of Existing Customers

Strategic Priorities• Increase Market Share• Increase Revenue• Acquire New Customers• Enhance Value of Existing Customers

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“I believe I should pay for performance, but I don’t think performance is a simple thing. If you’re running a business, you have to do marketing well, hiring well, training people well. You’ve got to do your ops well, your systems well. You’ve got to invest in new branches and new sales and new traders. It’s the whole package. In a lot of businesses you can get a lot of profit, but you’ve taken on too much risk and you’re not investing enough for the future….”

Jamie DimonCEO of J.P. Morgan Chase

“Growth” is assessed as Performance, which is the complex package –Marketing, Sales, Hiring, Training, and Operations are done well…

The McKinsey Quarterly, 2006 Number 4

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We are saying “Transformational Growth”…

•• IdentifyIdentify your best customer and prospects• Customer who are most loyal and making the biggest commitments to

your business • Identify segments of prospects offering high margin or volume

•• InnovateInnovate to capture growth markets and share of wallet• Utilize the best real-time insight of customer requirements • Combine the best assets of your ecosystem into compelling new offers

•• EnsureEnsure the highest level of customer loyalty• Communicate widely to ensure consistency• Dramatically reduce customer acquisition costs

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Summary

Topics Covered

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Siebel CRM 8.0 – Transformational CRM

EmpowerEmpowerUsersUsers

Provide proactive, real time insightIntelligence at the moment of interactionFlexible, role-based user interface

Enable Enable Business Business

ResponsiveResponsive

Rapid deployment of business process changesEnd-to-end enterprise-class integration Full SOA compliance

Ensure ValueEnsure ValueSupport multiple deployment optionsLargest ecosystem for implementation successMost vertical specific expertise

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What’s new in Siebel 8 for Financial Services?

• Platform Enhancements• Task-based UI• Integrated Rules Engine• Microsoft Integration

• Enhanced Insurance Claims Management• Automatic Reserve & Coverage• Payment & Invoice• Subrogation• Fraud

BankingBanking

TellerMarketing,

Sales, Service

CoreBanking Financials Human

ResourcesBankingAnalytics

InsuranceInsurance

Network Management Financials

Order & Order & ServiceService

FulfillmentFulfillment

Order &Service

Fulfillment

Underwriting Policy Admin

ClaimsManagement

HumanResources

InsuranceAnalytics

Agent/Channel

MgmtFinancials/Profitability

Task-Based User InterfaceSimplifying Complex Tasks for Banking, Insurance and Capital Markets front-office users

Task Pane shows steps to users

Task Pane shows steps to users

Applets show only needed infoApplets show

only needed infoRadio buttons

enable decisionsRadio buttons

enable decisions

Business Processes on the

desktop

Business Processes on the

desktop

Faster to LearnFaster to Learn

Easier to Measure &

Improve

Easier to Measure &

ImproveExample.Account OriginationClaims IntakeCase management – Dispute Resolution

Haley Rules Engine IntegrationRemove the Need for Coding Expertise

Siebel Business Rules is a tight integration to an industry leading rules vendor Haley Systems. Changes in your business strategies result from changes in factors such as business conditions, inventory levels, seasons, and changes in personnel. Your CRM applications should adapt quickly to these changes and promptly reflect the changes in business priorities.

Script Implementation

Rules implementation

Example. Accepting applications for home loans over the phone requires front-line employees to perform complex eligibility analysis over the phone or risk losing the customer. Not only can challenging calculations be eliminated levering the new rules engine in Siebel 8, if an authorized manager notices that too many applications are being rejected due to a high credit card score requirement, the score could be re-set easily and quickly applied within the process.

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Microsoft Desktop Integration

Microsoft Outlook

Microsoft Outlook

Microsoft Word & Excel

Microsoft Word & Excel

Microsoft SharepointMicrosoft

Sharepoint

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Enabling Transformational CRM through Real-time Intelligent Interactions

• Rapidly deployed FSI Analytic Applications

• Instant analysis through the real-time decision engine

• Function-specific and role-based

• Guided analytics capturing best practices

• Insight provided in context with operational apps

Executives

Managers

Front-lineEmployees

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Summary

Topics Covered

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“The average cost to acquire a new customer is $3,500 in the US”American Bankers Association

“IT spend on compliance will grow annually at 14.1% and reach $3.0 billion by 2006” The Info Shop

“In the near to intermediate term, the industry is expected to continue to experience pressures on its net interest margin” AM Best

The Challenges We’re Hearing – Banking & Capital Markets

Grow Business & Grow Business & CrossCross--Sell to CustomersSell to Customers

Compliance & Compliance & Regulatory PressuresRegulatory Pressures

Scale costs to match Scale costs to match market opportunitymarket opportunity

Strategic response: brokerage firms must develop new products and energize old product lines to gain a competitive edge, enhance revenue and obtain a greater share of client assets

Facing increased compliance obligations, a dynamic business and IT environment, fragmented risk and compliance projects, and exposure to tort and criminal liability, organizations are seeking a formalized approach to managing enterprise risk and compliance.

When fully realized, STP will provide asset managers, broker/dealers, custodians and other financial services players with tremendous benefits, including greatly shortened processing cycles, reduced settlement risk and lower operating costs.

Grow Assets Under Grow Assets Under Management & Capture Management & Capture

Wallet ShareWallet Share

Compliance & Compliance & Regulatory PressuresRegulatory Pressures

Straight Through Straight Through Processing Processing ––

Trade Initiation to Trade Initiation to SettlementSettlement

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Service Management

Service Service ManagementManagement

• Real-time Balances• Account Details &

Transaction History• Contact & Opportunity

Management• Interaction History

Opening / FulfillmentOpening / Opening / FulfillmentFulfillment

Guided SellingGuided Guided SellingSelling

Single View of CustomerSingle View Single View of Customerof Customer

• Cross-Sell/Up-sell• Sales Offers• Needs Analysis• Product Catalog• Product Features /

Benefits

• Multi-product application processes

• Data capture• Document fulfillment• Account Funding

• Financial Transaction Support

• Common Service Issue Management

Web Services

Customer Centric Sales & Service

Consistent customer experience across channelsConsistent customer experience across channels

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Branch Sales & Service

Branch Sales & Branch Sales & ServiceService Call CenterCall CenterCall Center LendingLendingLending InternetInternetInternet Branch TellerBranch TellerBranch Teller

Leads & Referrals

Guided Selling

Origination & Fulfillment Maintenance Transactions

CampaignsOffersIncentive Tracking

Customer Centric Banking Solutions Across Channels

Needs AnalysisTask User InterfaceCollaborative Sales

Deposit OriginationLending OriginationDocument Generation

CashboxesElectronic JournalStore & Forward

Self ServiceActivitiesService Management

Service MasterProducts Master Customer Master Marketing Master

CRM Core ComponentsCRM Core Components

Real Time Decision Engine

Assignment & Routing Engine

Rules Engine

Product Configuration Engine

Workflow Engine Financial Transaction Engine

Master Data ManagementMaster Data Management

ChannelsChannels

FunctionsFunctions

Consistent Customer Experience Across ChannelsConsistent Customer Experience Across Channels

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Financial Services Account Origination

Account Information

End-to-End Account Origination Process

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Financial Services Account Origination1. Account Setup

Relative product categories can

customized

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Financial Services Account Origination2. Applicant

Broaden Applicant Information

Single View of Customer

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Financial Services Account Origination3. Assessments

Pre-defined Assessments

TemplatesWith the customer

interactions, assess the value

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Financial Services Account Origination4. Closing

Integrated with Financial/legacy

systems

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Single Source Data RepositorySingle Source Single Source

Data RepositoryData Repository

• Real-time Balance & Positions

• Account Details & Customer Profiles

• Opportunity Management• Activity Management• Account aggregation for

Investment Planning

Campaign & Lead

Management

Campaign & Campaign & Lead Lead

ManagementManagement

Consistent customer experience across channelsConsistent customer experience across channelsEmbedded Customer Analytics

Embedded Embedded Customer Customer AnalyticsAnalytics

360 View of Customer

360 View of 360 View of CustomerCustomer

• ROI analysis on Campaigns / Leads

• RTD for next best offer• Customer Profitability• Customer data driven

business insight• Regulatory & Compliance

monitoring

• Email Management• Customer segmentation

• Affluent• Mass consumer• HNW

• RTD – Up/Cross sell• Multi-channel execution

• Financial Advisor• Call Center • Web

• Financial Transaction Support• Best Execution Capture• Contact / Data Management• Compliance / Risk controls • Customer life-cycle• Customer inquiry Analysis

Web Services

Customer Centricity increases AUM

Oracle CRM, ICM, Campaign Management and OBA

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Summary

Topics Covered

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The Challenges We’re Hearing – Insurance Markets

“In early 2005, the four largest brokerage firms negotiated regulatory settlements concerning, among other things, their compensation practices.Following their settlements, some firms altered their long-standing practices and restructured their operations.”- HRH 2005 Annual Report

“… the big challenge is now to double our effort and focus on operational excellence and growth - CEO Zurich Financial Services James Schiro -Insurance Journal - January 26, 2006

A 2005 Forrester report shows an amazing 94% of financial services firms surveyed indicated that improving the customer experience was Very Important or critical.

“A chasm is growing between insurers using state-of-the-art analytics and those who aren’t… The ‘haves’ will be able to write business at the margins they target. The ‘have nots’ will fall victim to adverse selection…the bar will rise continually as competition drives weaker players from the field.” - Frank J. Coyne, chairman, president and chief executive officer, ISO - ISOtech, 2006

Focus on Growth & Focus on Growth & ProfitabilityProfitability

Tough regulatory Tough regulatory requirementsrequirements

Focus on customer Focus on customer satisfaction and satisfaction and

retentionretention

Continued Focus on Continued Focus on Cost ReductionCost Reduction

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Customer Centric End-to-End Insurance CRM Processes

Back OfficeFront Office

Fusion Middle Ware

FinancialManagement

FinancialFinancialManagementManagement

• Sales/Partner Automation

• Intelligent Marketing• Incentive Comp• Analytics

Enterprise Claims

Enterprise Enterprise ClaimsClaims

CustomerService

CustomerCustomerServiceService

DistributionManagementDistributionDistributionManagementManagement

• Call Center• Customer Data Hub• Content Mgt• Analytics

• Claims Mgt• Content Mgt• FSAH• Financial• Analytics

• Financial Control & Reporting

• Procure to Pay• Asset Mgt• Analytics

Human CapitalHuman Human CapitalCapital

• Global Core HR• Work Force

Delivery• Talent Mgt• Analytics

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End-to-End Claims Fuctionality

Business Rules Tied to Loss Type

Pre-built Fuctionality

Integrated Catastrophe Management

Embedded Predictive

Intelligence

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Summary

Topics Covered

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Summary: Oracle Siebel 8.0 for FSI

Empower Users, Enable Responsiveness, & Ensure Value

Siebel Claims 8.0 – Complete End-to-End P&C Insurance Claims Solution

SOA Enabled and Move Closer to Full SOA Compliance

Strong Vision & Commitment for Integrated Front-to-Back FSI Applications

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Documents

- DBguide.net · “I believe I should pay for performance, but I don’t think performance is a simple ... Remove the Need