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Self-Service E-Billing - OverviewMichael Kleeman, Sr. Manager, Product Management

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Program Agenda

• Introduction & Overview• Business Value Proposition• Key E-Billing Application Features• Application Architecture• Demo Self-Service E-Billing (B2B)• Opportunity Identification • Questions & Answers

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Program Agenda

• Introduction & Overview• Business Value Proposition• Key E-Billing Application Features• Application Architecture• Demo Self-Service E-Billing (B2B)• Opportunity Identification• Questions & Answers

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What is E-Billing?Oracle Self-Service E-Billing is the industry leading

electronic billing management application that streamlines operations and deepens customer relationships.

On Premise or On Demand Deployments

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• E-Billing is Hot• Fastest growing segment in CRM market• Driven by desire to reduce costs and increase profits• Triggered by Green initiatives & government regulation

• Proven Product with Proven ROI• Estimated 200 Million Users and 1 Billion Statements Online• Self-Service Users are 60% to 90% Less Likely to Call Your Call Center• Millions in savings through paper turn-off, Reduce DSO 2 to 4 days

• Compelling Application• Sticky application that decreases churn by increasing loyalty• Gateway application driving traffic to E-Commerce and E-Support• Decreases agent assisted call and improves customer satisfaction

What is E-Billing?

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CRM IndependentCRM Self-Service

Siebel CRMMarketing Order Capture Service

Common Components

Content Mgmt

Chat

RTDProduct

Recommendations

Oracle Self-Service Empower your customers to help themselves

E-Commerce E-Support E-Billing

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CRM IndependentCRM Self-Service

Siebel CRMMarketing Order Capture Service

Common Components

Content Mgmt

ChatEnd User & Agent

RTDProduct

Recommendations

Oracle Self-Service Empower your customers to help themselves

E-CommerceCatalogs and Pricing

Cross-Sell / Up-Sell

Configurator

Cart & Checkout

Asset Based Ordering

Content Mgmt Integration

E-SupportAccount Management

SR / Case Mgmt

Knowledge Mgmt / FAQ

Order / Asset Tracking

Chat & eMail

Store locator

E-BillingInteractive Bill

Presentment

Statement Enrichment (Category, Hierarchy…)

Billing Analytics

Cost Management

Payment & Dispute

Secure Enterprise SearchCache & Session Mgmt

Site ManagementConfiguration Management

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Why E-Billing is relevant to CRM?

• Consumers pay the most attention to information that impacts their personal finances

Logan Orviss – April 2007

Other12%

Marketing & Promotions

16%

Other6%

Finance / Credit Cards

Billing & Account Issues79%

BalanceStatement Q’s Payment

• 55% - 80% of CSR customer contacts are related to the ‘bill’ or ‘account’

Communications

Rate PlanAcct. Info.Payment

Marketing & Promotions

16%

Equipment17%

Billing & Account Issues55%

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Why Customers Value Self-Service:Customer Interaction Models Are Changing

• Increased Service Expectations

Call CentersWeb Self-Service

Internet Usage+ =

Cost

Vo

lum

e

Call Center

Cost

Vo

lum

e

Web(Self-Service)

IVR

Web Self-Service

IVR Call Center(Assisted Care)

A BCustomer Demand

CompanyProfitabilityDemands

– 24x7x365 service and support– Consistency across Channel– Immediacy

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E-Billing Market Driver: Growth in Worldwide Internet Use

North America – 248 millionOnline Population: 74%2000-2008 Growth: 130%

Latin America – 139 millionOnline Population: 24%2000-2008 Growth: 669%

Oceana / Australia – 20 millionOnline Population: 60%2000-2008 Growth: 165%

Africa – 51 millionOnline Population: 5%2000-2008 Growth: 1031%

Europe – 385 millionOnline Population: 48%2000-2008 Growth: 266%

Middle East – 42 millionOnline Population: 21%2000-2008 Growth: 1177%

Asia – 579 millionOnline Population: 15%2000-2008 Growth: 406%

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For a company that has 1,000,000 customers, and achieves 25% paper turn-off, annually the company …

Saves 312 tons / 280 metric tons of paper Saves 623 tons / 565 metric tons of trees Prevents 312 tons / 280 metric tons of solid waste Saves 5.1M gallons / 19M liters of water Prevents 1.6M lbs / 725 metric tons of

greenhouse gasses

Make the Transition – Oracle is a proven industry leader in adoption and paper turn-off

E-Billing Market Driver: Going Green

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Program Agenda


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E-Billing Value Proposition

Reduce Costs &

Increase Profitability

Improve

Customer Loyalty

Evolve Bills

From Transactions

To Relationships

Deliver a high impact Oracle Self-Service solution that empowers customers to self-manage their account relationships anytime, anywhere.

Self-Service E-Billing

Enables Our Customers To…

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Deepen Customer Relationships


“How can I leverage the periodic nature of billing to evolve my website from simple transactions into deeper customer relationships?”

“How can I retain customers and deliver service levels that promote loyalty and maximize revenue growth?”

Improve Customer Loyalty


Improve Profitability

Improve Profitability “How can I take advantage of the web to streamline

business operations and reduce costs?”

The Challenges We’re Hearing

Kate Haughton

I'd like to add analyst quotes to substantiate the business challenges underneath each area. This way it doesn't look like we're just making these challenges up to fit a framework that adheres to our message matrix.

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• Promote social responsibility and green initiatives • Drive recurring web traffic with financially relevant content• Connect online billing with other self-service capabilities

• Personalize with customer-entered statement enrichment• Create a "better than paper" experience • Provide insight into usage, trends & exceptions with reporting





• Decrease agent-assisted calls by making bills easier to understand• Reduce print, postage and payment processing costs• Accelerate collections with online payment options

E-Billing Value Proposition

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Telecom Utilities Financial Services Insurance

E-Billing solutions across multiple industries

Others

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Time

Ad

op

tio

n

Functionality + Higher Savings Impact Usability Adoption ROI

E-Billing – High ROI Application

Oracle Self-Service Customers typically save

$20-35 / consumer / year and

$100s to $1,000s / business customer / year

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Keys to Customer Adoption

• Awareness• Call Center Agents inform customers about online capabilities• IVR messages direct customers to go online• Print, Television, and Web advertisements include online CSS URL

• Incentives• Positive: Provide customers with offers & loyalty points

• Actions such as Registration, Auto-Pay, and Paper turn-off• Negative: charge fees for preparing, printing & mailing statements & reports

• Eliminate detail from print statements, Provide robust online reporting

• Compelling Content• Personalized user experience – consolidated view of relationship• Combining historical and real-time data to provide up-to-date information• Easy to use and informative – summary to analytics to answer to 10+ FAQs• Provide a one-stop gateway to other value-add services

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• $100M/yr. Call Deflection cost savings $7.00 / contact center call diverted by E-Billing

• $40M/yr. Print and Mailing costs savings

• Greater than 60% online adoption

• Enhanced customer loyalty & reduced churn

• Drive traffic to E-Commerce revenue

E-Billing Benefits

Size

• $44B revenue, 68M customers, 70K employees

Challenge

• Increase customer satisfaction & loyalty

• Increase profitability through Self-Service

• Increase account mgmt & operational efficiency

Verizon Wireless

E-Billing – Telecom Case Study

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• $800K/yr. Payment Processing cost savings

• $1.2M/yr. Print and Mailing costs savings

• Increased Online Adoption 66% in first 18 mo.

• Achieved ROI Goal within the first year

• Reduced IT complexity and streamlined IT vendor management by selecting an integrated platform from Oracle

E-Billing Benefits

Size

• $9B revenue, 3.1M customers, 11K employees

Challenge

• Increase customer satisfaction & loyalty

• Increase profitability through Self-Service

• Increase account mgmt & operational efficiency

Progress Energy

E-Billing – Utility Case Study

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Program Agenda


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E-Billing Application Features

• Interactive Statements

- Drilldown from Summary to Transaction Detail

- Consumer, Family, Enterprise, & Government

• Customer Enrichment

- Categorization & Annotation

- Dispute Capture

- Budget Management

- Interactive Versioned Hierarchy

- User Customizable Report Templates

• Online Payment Processing

- Bank Transfer or Credit Card

- One-Time, Scheduled, or Recurring

• Business Hierarchy and Analytics

- Dashboards, Reports, & Spend Management

- Hierarchical User Access Control

- Real-Time interactive reporting

Go Green

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E-Billing 6.0 Overview – What’s New?• Incorporates EBPP and Analytics features

into a single E-Billing application:• Eliminates complex B2B Integrations

• Product features to include:• eStatement & ePayment• Categorization, Annotation, Dispute• Billing & Business Hierarchy• Analytics & Cost Center Reporting• User Management & Notifications• PAB/CAB, Split Billing, & Profile Mgmt• New Oracle UI Look & Feel

• Lowers the deployment cost• Integrated ETL statement load via. ODI/OWB

Oracle Data Integrator/Warehouse Builder• Restricted Use License for ODI no additonal cost• Prepackaged ETL process flows• Standarized input file and database mapping• W3C compliant UI / CSS formatting

• Enhances Single Sign-on integration• ACEGI based user management

• Supports Internationalization & Localization

• UNICODE UFT-8 character sets • UI resource bundles

• Upgrade Technology Stack Components• Linux Enterprise V5 / WebLogic 10 / ODB 10/11• Sun Solaris 10 / WebLogic 10 / ODB 10/11• IBM AIX 5.3 / WebSphere 6.1 / ODB 10/11

Go Green

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• Single View to Disparate Billing Systems• Streamline implementation with integrated

Oracle Data Integrator Enterprise Edition ETL and data quality features

• Integration with multiple billing systems including Amdocs, Comverse Kenan, Convergys…

• Customer Enrichment• Annotate & Categorize Transactions

• Personal & Company Address Book Views

• Unlimited Versioned Hierarchies

• Budget

• Analytics• Interactive graphical display

• Trend, Exception, Cost Center Analysis

• Customer defined aggregation and drill-down (Hierarchy)

• Accelerate Payments• Dispute and pay balances from multiple

accounts (recurring/one-time)

• Credit card and bank transfer payments

CRM

BillingSystems Accounts

Receivable

Service Request

Account Update

Billing Invoice

Unbilled Activity

Payment Made

Account Balance

Self-Service

Applications

BillingSystemsBilling

Systems


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• Budget








26







• Budget







BillingHierarchy

0032849700328497 00328497 00328497

Svc Agreement 1Svc Agreement 2Svc Agreement 3

Svc Agreement xSvc Agreement ySvc Agreement z

Billing Company’s View


27







• Budget







DepartmentHierarchy

Sales &Marketing

AdminClientSvc’s

R&D

Sales Marketing



Customer’s View

Department, Location, Cost Center, etc

User 2

User 1

User 3

Budget

$1,500

Budget$6,000

Budget

$125


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• Budget







DepartmentHierarchy

Sales &Marketing

AdminClientSvc’s

R&D

Sales Marketing



Customer’s View

Department, Location, Cost Center, etc

User 2

User 1

User 3

Budget

$1,500

Budget$6,000

Budget

$125


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• Budget








30







• Budget








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Program Agenda


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CO

NT

RL

R

Flexible, Upgradable E-BillingChanges Implemented by Customer, OCS, or 3rd Party SI

OLTPDatabase

Data Access

Platform API

Domain Model API

Java Service API

Struts

User Interface

Co

re E

-Bil

lin

g C

om

po

ne

nts

Cu

sto

miz

ab

le

MO

DE

LV

IEW • UI/CSS look and feel to match customer’s brand identity

• ACEGI Single Sign On integration

• Integration with Back-Office systems environment

Customer Changes

• Exposed through documented APIs

• Not available for customization

• Product supports API across releases to provide a clear migration path so that the application easily upgradable

• OOTB Database Schema may be extended to accommodate industry or service provider specific requirements

• Pre-Packaged ODI-EE ETL tools, data load process, and table mappings

Core E-Billing

OLAPDatabase

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Typical E-Billing 3 Tier Deployment Architecture

Load BalancerCustomer User

CSR User

Administrator User

Application Server Database Server

https:

Firewall Firewall

Application Server

Internal,

Internet,

or VPN

Internet

https:

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E-Billing B2B Application

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Program Agenda

• Introduction & Overview• Business Value Proposition• Key E-Billing Application Features• Application Architecture• Demo Self-Service E-Billing (B2B)• Opportunity Identification • Questions & Answers

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Market Drivers for E-Billing Definition:• Allow companies to move high-volume, high-cost, and

traditionally paper or call center based communications to a low-cost highly-interactive web channel that increases customer satisfaction and loyalty.

Business Drivers:• Reduce Costs by:

• Eliminating Calls• Reducing Print, Mail & Payment Processing Costs• Reducing Days Sales Outstanding

• Increase Revenue & Improve Margins:• Cross and Up-Selling Opportunities • Reduce Customer Turnover• Low Maintenance Application with Rapid Deployment• Provides the cornerstone for a companies “My Account”

web portal and an effective Customer Self-Service initiative.

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Identifying Self-Service Opportunities

Industry E-Billing

Telco

Utilities

Financial Svs / Banking

Healthcare / Insurance

Manufacturing & Dist.

Transportation

Government

Retail

• High Customer Churn• High Print/Paper/Postage Cost

High Volume B2C bills

High Complexity B2B bills• High Volume of Billing Related

Call Center Calls• Low Customer Adoption of

Existing Online Solution

• High Day-Sales-Outstanding (DSO)• High Payment Processing Costs• Large Volume of Dispute and

Reconciliation Events• Desire to go “Green”

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Opportunity Characteristics

• What to look for?

• Self-Care / Self-Service Transformation Projects

• Online Billing Initiatives (EBPP or EIPP)

• Multiple Lines of Business / Multiple Billing Systems

• Service Improvement & Call Center consolidation initiatives

• Billing simplification & consolidation initiatives

• Online Electronic Funds Transfer & Credit Card Payment

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Self Service Prospect Qualification

• B2C Telecom > 1,000,000 Accounts

• B2B Telecom > 500,000 Phones

• Credit Card Issuer > 500,000 Accounts

• Bank/Brokerage > 1,000,000 Accounts

• Complex B2B Billing > 25,000 Accounts

• Online Payments > 100,000 Payments/Month

• Healthcare Insurer > 500,000 Covered Lives

• Utility > 250,000 Accounts

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Who We Sell To

• Who and what motivates them?

• LOB Exec. (e.g. President, Consumer or Business Markets) – Competitive

Pressure, Customer Sat., Customer Profitability, Churn

• CFO – Call Center Savings, Print/Mail Savings, DSO

• VP of Care – Call Deflection, Call Center Productivity

• VP Of Billing – Additional Lower Cost Billing Channel, Simplification

• CIO – Pressure from the Business, Deployment Timeframe

– Total Cost Ownership, Scalability

• CMO – Improved Customer Visibility

– Opportunity for Targeted Upsell/Cross-sell

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The Oracle Difference

The Industry’s Highest Return on Investment On Average 3 - 5x Adoption Rates Of Competing Solutions

Over 200 Million Active Online Users Over 1 Billion Statements Available Online

Reduce Days Sales Outstanding By 2 - 4 Days Integrate With Any ERP or CRM Solution

The Lowest Infrastructure Requirement In The Industry Average of 25 - 60% Adoption 2 Years After Deployment

Oracle Customer Self-Service E-Billing Users Are 60 - 90% Less Likely To call Your Call Center

The Industry’s Most Capable and Scalable E-Billing Application Online Billing, Payment, Reporting, Analytics, Hierarchy

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Q&A• Option 1 (Live question): Press *1 for the operator

Option 2 (Chat question): Click on the bubble icon and post your questions via Public Chat

Next eSeminar “Siebel 8.1 Loyalty Overview”

20th Mar 2009 at 9am PST

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