using intelligent relationship management to drive ... · using intelligent relationship management...

Using Intelligent Relationship Management to Drive Customer

Momentum

Mike HodgsonMike HodgsonDirector, CRM Business Development, APACDirector, CRM Business Development, APAC

OracleOracle

2

Agenda

• Oracle CRM Application Strategy

• Building blocks for Intelligent Relationship Management processes

• Oracle CRM solutions

• Customer Success – ABN Amro– Wells Fargo– St George Bank

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Oracle CRM: The Road to Fusion

“This presentation is for informational purposes only and may not be incorporated into a contract or agreement.”

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not

a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole

discretion of Oracle.

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Our Strategy for CRM

Protect current investmentsLong support commitments for existing products

Extend current solutionsNew functionality in current releasesNew products to extend footprintNew Fusion capabilities available now

Evolve to give you new valueNew releases of current product linesFusion applications combining best of all CRM lines

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Oracle has delivered on our promises

January 2005 September 2005

“We will continue to support PSFT and

JDE products”

“Oracle extends support for more

PSFT/JDE products, offers lifetime support plans”

“We will continue to invest in the PSFT and JDE product

lines”

“Oracle announces plans for PSFT 9.0 and JDE 8.12 for

2006”

“Fusion will combine the best of all

products from EBS, PSFT, JDE”

“Oracle announces first Fusion

application at OOW- PeopleSoft CRM Dashboards”

8

PeopleSoft Customer Support Satisfaction

70%

75%

80%

85%

90%

95%

Overall Case Global SupportCenter

SolutionEffectiveness

Web Response Time Resolution Time

Pre-MergerPost-Merger

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Extended Customer Support

New Lifetime Support PolicyPremier (Standard) Support extended from 4 to 5 years of GAExtended Support

Adds 3 more years to Premier Support for select releases (see below)Includes most of the features of Premier Support

Sustaining SupportIndefinite for releases listed belowIncludes Technical Support, access to MetaLink/Customer Connection, major product and technology releases, and pre-existing fixes for your solutions

Extended Support CommitmentsPeopleSoft Enterprise CRM 8.8: Dec. 2010PeopleSoft Enterprise CRM 8.9: June 2012J.D. Edwards EnterpriseOne CRM 8.11: Dec. 2012Oracle E-Business Suite CRM 11i10: Nov. 2012

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CRM to Meet Your Business Needs

E-Business Suite CRM

Tightly integrated campaign to cash & service processes for EBS customers

SalesMarketingOrder ManagementServiceCustomer HubAnalytics

PeopleSoft Enterprise CRM

CRM solution for B2C service industries and

heterogeneous environments

SalesMarketingOrder CaptureServiceHelp DesksAnalytics

JD EdwardsEnterpriseOne CRM

Tightly integrated lead to cash &

service process for JDE customers

SalesOrder ManagementService & SupportSelf ServiceAnalytics

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• Wealth Management

PeopleSoft Enterprise CRM 8.9

360 Customer View

Market• Direct Marketing• Online Marketing• Telemarketing• Behavior Modeling• Partner Marketing• Smart Views• Real-time Advisor

Apply / Fulfill• Configurator• Quotes and

Applications• Account Mgmt• Partner Commerce

Sell• Field Sales• Inside Sales• Online Sales• Strategic Planning• Guided Selling• Partner Sales

Service• Support• Multi-channel

Communications• Self-Service• Field Service• Partner Service• IT Help Desk• HR Help Desk

Information Architecture• CRM Warehouse and Operational Dashboards

Plus Industry Solutions for B2C Service Companies

• Banking • Insurance

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Oracle E-Business Suite CRM

360 Customer View• Customer Data Hub

Market• Marketing• Trade Management• Partner Management

Order• Order Management• iStore• Advanced Pricing• Configurator• Quoting

Sell• Field Sales• TeleSales• Proposals• Incentive Comp• Sales For Handhelds• Sales Contracts

Service• Customer Support• iSupport• TeleService• Service Contracts• Field Service• Depot Repair• Interaction Center

Information Architecture• Daily Business Intelligence

Plus Industry Solutions for B2B Product Companies • Telcom Billing Integrator, Service Fulfillment Manager

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Fusion MiddlewareProven Middleware Platform26,000+ customersFastest Growing Platform in FY06Leading Industry BenchmarksRecognized Leadership by AnalystsFoundation for Oracle Fusion Architecture

Project FusionProject to build a single suite of applications over timeFuse the “best of the best”Oracle Fusion Architecture

Model drivenService & Event enabledStandards-basedInformation Centric Grid Ready

Superior Ownership Experience

What is Oracle Fusion?

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Why is Oracle Focusing on Fusion?

Greatest Business Insight – Important information is ‘stuck’ in multiple databases and does not help

improve business results– Business empowerment: LOB leaders and managers require

information accessibility as well as ability to take actionAdaptable Industry Business Processes– Generic applications are not tailored to specific industry processes and

are difficult to change– Deep and broad pre-defined yet adaptable processes required

Superior Ownership Experience– Lack of technology standards increases implementation times,

complexity, and costs– Application integration is the most expensive component of an

implementation– Poor application usability reduces adoption and increases training costs– Many ‘moving parts’ with applications and the technology stack increase

maintenance costs and risk

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What Will Fusion Deliver?

Embedded intelligenceReal-time and actionable information Predictive and prescriptive analyticsLOB and business manager empowerment

Modular service componentsExtensible and configurable processesBusiness process orchestrationStandards-based process representation

Optimal user experience & usabilityMinimal downtime and low cost upgradesSelf-monitoring, diagnosing, healingHigh performance and availability

SuperiorSuperiorOwnershipOwnershipExperienceExperience

GreatestGreatestBusinessBusiness

InsightInsight

AdaptableAdaptableIndustry BusinessIndustry Business

ProcessesProcesses

FUSION

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• Richer Fusion Applications– Fusion will converge the best functionality, best practices,

and expertise of all Oracle CRM product lines– That convergence will now include the world’s #1 CRM

vendor

• Continued Development and Support– Oracle will continue to protect, extend and evolve the existing

CRM solutions for Oracle, PeopleSoft and JD Edwards

• No Customer Left Behind– We are continuing to invest in all product lines– All product lines are on the Fusion path

How Does Siebel Fit In?

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Evolve CRM to Fusion

Converge Best Functionality of All Product Lines

Deliver New Business Value

One Vision, One Solution, One Platform

Enterprise One CRM Enterprise CRME-Business Suite CRM

FusionSiebel CRM

j3

슬라이드 19

j3 Barbry, I took out Insight, Industry, SOE from bullet three because you talk about it in the next slide.jeffrey, 2005-09-14

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• Upgrade your current solutions to the latest releases– PSFT 8.9, EBS 11i10, Planned for CY2006 - PSFT 9.0, EBS R12,

JDE 8.12• Start using Fusion technology now

– Oracle Fusion Middleware– Customer and Product Data Hubs– Business Process Management– Business Activity Monitoring

• Upgrade to Fusion when it makes business sense– Upgrade tools available to map and move data, processes, etc.– Upgrade paths to Fusion

• EBS 11i10, R12• PSFT 8.8, 8.9, 9.0

How Will Customers Evolve to Fusion?

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• Oracle is currently gathering requirements for Fusion upgrades

• Capabilities under consideration include: – Comparing capabilities for business processes and reports

(between current implementation and Fusion capabilities) – Auditing capabilities to validate readiness for both the "from" and

"to" systems for the upgrade – Configuration data conversion (in addition to transactional and

operational data) – Automated testing capabilities – Automated documentation generation for the next generation of

Oracle Applications implementations

What Upgrade Assistance Will Oracle Provide for Fusion?

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Oracle CRM Roadmap

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2005

CRM Product Roadmap

2004

PSFT CRM 8.9 EBS 12.0PSFT CRM 9.0

EBS CRM 12.0: Industry SolutionsUsability

PSFT CRM 9.0:Industry SolutionsFusion Technology

Fusion EBS 11i10

PSFT CRM 8.9:TOE & UsabilityCustomer Portfolio MgmtPrescriptive Analytics

2006

EBS 11i10:Usability & OA uptakeGreater business insight- analytics

Enterprise CRM Dashboards

2007

PSFT CRM 8.8/8.9Dashboards:Customer ServiceHelp Desk (IT, HR)SalesOrder Capture

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PeopleSoft Enterprise 9.0

Greater Business Insight Industry DashboardsCustomer DashboardIntegration with Oracle Customer Data Hub

Adaptable Industry Business ProcessesWeb Service Enablement and Business Process Management from Oracle Fusion MiddlewarePre-packaged Business Processes for FSI and Communications ProcessesVerticalized Oracle Customer Data Hub – FSI and Communications

Superior Ownership Experience – UsabilityCustomer Enhancements – Users dictated where 30% of the development capacity for 9.0 was allocatedUsability New Features: worklist, text trays, actionable 360 degree view, multi-channel console

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Oracle E-Business Suite 12.0

Greater Business Insight Continued development of Daily Business IntelligenceContact Center Dashboard

Adaptable Industry Business ProcessesPublic Sector: Case ManagementTelecommunications: Complete MACDHigh-Tech: Price Planning

Superior Ownership Experience – UsabilityMigration from forms to OAF – OIC, Service, Quoting, Help Desk

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Communications Wireless, Wireline, Convergent, ISP, Cable, Satellite

Public SectorLocal, State and Federal Governments

Financial Services Banking, Capital Markets, Insurance

ManufacturingDiscrete & Process Manufacturers, OEM, Distributors

Hi-TechnologyConsumer Electronics, Semiconductor

EducationUniversities, Colleges, Remote Learning, Associations

Target Industries for Vertical Investment

CRM Industry Focus & Commitment

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Financial Services Leaders ChooseOracle CRM

Banking Insurance

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Agenda




• Customer Success – ABN Amro– American Medical Securities (AMS)– Continental Casualty Corporation (CNA)– St George Bank

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Intelligence

Identify

Differentiate

Target

Interact

ProfitabilityProfitabilityRiskRisk

BehaviorBehaviorSegmentationSegmentation

CustomerCustomerAccountAccount

TransactionTransactionInteractionInteractionPerformancePerformance

Strategy by SegmentStrategy by SegmentCompany initiated actionCompany initiated actionCustomer initiated actionCustomer initiated action

Differentiated Marketing Differentiated Marketing Sales and Service processSales and Service processIntelligent Interactions Intelligent Interactions

Building Blocks for Intelligent Relationship Management Process

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Integration Layer (EAI)

Group DataWarehouse

AccountSystems

Group CIS

Banking TransactionsClient ManagerCRM Portal Pack

Service Solution

360 Degree View of CustomerFSI Industry Functions

Voice / IVR BranchE-Mail/Fax Web/IP Wireless /Mobile

ATM

Customer Data Hub

Core Banking/ Insurance

Credit &Collections

GL / HR

Customer Contact

Channels

MarketingTelemarketing

Online MarketingSmartViews

Real-Time Advisor

SalesMobile Sales

Strategic Account PlanningProduct Catalog

Product Configurator

Marketing Solution Sales SolutionSupport (Call Centre)

Multi-channel Interactions

CTI IntegrationSupport Self Service

Policy and Claims Processing

CRMAnalytics

Marketing Insight

Sales Insight

PredictiveModels

CustBehaviorModels

Profitability Insight

Service Insight

CRM for FSI Solution Blueprint

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Where do FSI customers start ?

• Evaluate corporate customer strategies and CRM readiness

• Identify the major pain points, potential benefit areas and KPI’s

• Select vendors and partners with deep FSI industry domain knowledge and solutions

• Start at any point in the Customer Management process• Align project phases according to value return• Look for quick win areas• Customer Management is dynamic and iterative – a continuous process

• Build enterprise customer management platform• Single set of processes and business rules across all channels• Tailored presentation according to channel requirements

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Agenda





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A Complete CRM Solution for Financial Services• FSI Data model

– Financial accounts– Policies and Claims– Product & Customer

data models

• Pre-built integration to back office – real time

• FSI specific business process

– Account / Policy Origination

– Account Management transactions

– Multichannel Sales and Service

– Customer issuesCustomer Analytics

Marketing

Financial Service Industry Extensions

MarketingOnline Marketing

TelemarketingSmartviews

Real Time Advisor

Service

Support (Call Centre)Multi-channelInteractions


Sales

SalesMobile Sales

Strategic Account Planning

Product CatalogProduct Configurator

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Intelligence

Identify

Differentiate

Target

Interact

ProfitabilityProfitabilityRiskRisk

BehaviorBehaviorSegmentationSegmentation

CustomerCustomerAccountAccount

TransactionTransactionInteractionInteractionPerformancePerformance

Strategy by SegmentStrategy by SegmentCompany initiated actionCompany initiated actionCustomer initiated actionCustomer initiated action

Differentiated Marketing Differentiated Marketing Sales and Service processSales and Service processIntelligent Interactions Intelligent Interactions

Building Blocks for Intelligent Relationship Management Process

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OAS10g

WebServices

Data QualityServices

Integration Services

CustomerCustomerDataDataHubHub

Enterprise Data Warehouse

CustomerAnalytics

RiskManagement

Retail

Corporate

Wholesale

Credit Card

Mortgage

Brokerage

GL

Identify - Managing Master Customer Data

Branch

Internet

CRM

CoreBankingPlatform

OtherProductSystems

Channels

Operational / OLTP Analytical

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Identify – Operational customer 360 degree view

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Identify – Online Analytics

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Actual Value

Differentiate – Customer Segmentation

Up or OutDevelopRetain

Basic Cost of ServicePotential Value

Platinum

Gold

Bronze

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Business user Driven Segmentation

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Segmentation – set and measureKPI’s by segment

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Target – Customer Strategies bySegment

Platinum(Retain)Platinum(Retain)

Gold(Develop)Gold(Develop)

Silver(Up or Out)Silver(Up or Out)

Loyalty marketing

Targeted cross-sell

Up-sell

Escalatedservice

Strategic account

management

Personalizedservice

Proactive outbound

sales

Self-service Automatedchannels

CustomerPortfolios MarketingMarketingSalesSalesServiceService

Drive Application BehaviorDrive Application Behavior

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Interact – Intelligent Interactions

Decide

Differentiate

Target

Action

External Data Enterprise Warehouse

Customer Insight – Analytics and Segmentation

Segment / Account Planning

Real Time Decision Engine

Dialog Up-sell / Cross-sellOffer

Intelligent Customer Interactions

ERP Industry Systems

Customer Data HubIdentify

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Actions (Execute)Actions (Execute)EventEvent

Open Source of Data & Analytics

• Customer identified• Referral initiated• Unusual Transaction • Client Risk• On email sent• On response

CRM EPM External

Virtual Data Library

EvaluationEvaluationCustomer Value =Gold

ANDRisk = High

ANDProduct Holdings

>$1,000,000

On Screen Alerts

Advisor

Notification

Email

X-Sell

Tasks

Interact – Real-time Intelligent Decision Engine

Create Policies – Codify Customer Strategies into Business Rules

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Intelligent Interactions in action

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Intelligent Interactions in action

GBI

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Example – Retail Banking

• High Net Worth• Mass Affluent• Mass Market• Premier Banking• Geography• Demographics• Product

Segments• Alert/Notification• Sales Call • Correspondence• Email• Recovery Plan• Launch Marketing• Hold on Account• Retention Plan• Cross Sell• Personalized Plan

• Account• Asset• Liability• Contact Behavior• Customer Information• Customer State• Warning/Fraud Detection

• Request to Close an Account• Significant Balance Fluctuation• Address Change• Birthday• Call Frequency/Trends• Documentation/Funding• Fraud Alert• Last Payment or Prepayment Request• Maturity of Investment• Missed Payment• Name Change• New Channel/Product/Service• Trade

Information/Transaction/Information

RetailBanking

ActionsEvaluationsKey EventsIndustry

Value Proposition• Personalized service to the customer across all touchpoints

• Increased customer retention and wallet share

• Execute segment strategies across branch, call center, web

• Drive ROI from data warehouse / mining investments

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Agenda





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ABN AMRO Bank

“PeopleSoft CRM applications enable us to manage every aspect of our client relationships – sales, leasing, support, and data analytics. As a result, we're providing a level of service unmatched by our competitors and leveraging customer satisfaction for ongoing sales opportunities."

Torben Carlson, CFO

• Improve customer service levels• Improve customer service rep productivity• Support for unique business processes• Increased level of customer service and loyalty• Increased revenue through improved up-selling

opportunities• Improved call closure rates

Result:Result:

• No customer profile in all channels• Inconsistent servicing in the various channels• No cross channel workflow processes• Complex system environment

Issues:Issues:

• First phase - Call Center to support the single client view and the processes for :

• Outbound Campaigning/Telemarketing• Complaints Handling

• Second phase - addition of lead management and sales functions. Rollout to 15,000 users at all branches and call centers in the Netherlands.

• Third Phase - Payments and Funds transfers (sales/credit)

Solution:Solution:

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American Medical Security GroupIssues:

Replace costly manual quoting and application processes

Eliminate quarterly mailing of rating / quoting CD to all producers

Provide product collateral, secure and automated agent rating / quoting over the Internet

Solution:Order Capture, Configurator, CRM for Insurance, PS Portal, 360 Degree View, Integration Broker; legacy Group, Member, Agent and Commissioning systems

Result:• Phase 1 – Agent Portal • “My Book of Business”, Customers, Policies and Renewals• Quoting, Rating and Applications using PS CRM Order

Capture and Configurator, and AMS proprietary rating engine• Mobile (disconnected) quoting using Mobile Configurator and

AMS rating engine• Phase 2 – Customer Service Call Center

• Sells through network of 35,000 independent agents and brokers

• Sells health, dental, AD&D, life and STD products to individuals, families, groups in 33 states

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CNA

Issues:• Integrated customer service and support solution• Internet solution for access and lower TCO• System flexibility to support worldwide service needs

• PeopleSoft CRM for Insurance, Support, HelpDesk, Employee Self-Service, Quality Management

Result:• Raised productivity by 10%.• Increased customer satisfaction by 20%.• Decreased the cost per customer-support call by 20%.• Single view of customer information across lines of

business• CRM accesses this legacy data real-time through the

PS Integration Broker, MQ Series, and a service library built by CNA – all systems participate in hub-and-spoke architecture

• No customer, policy, agent, billing or claims data is replicated

Solution:• Leading global insurance

organization

• Property & Casualty, Life & Annuities, Group Benefits, Reinsurance lines of business

• > 100 years in business

• > 3 million customers

• > $12 billion in revenue

• > 15,000 employees

• > 700 users by end 2003

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St George BankAustralia

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6 Golden Rules for CRM Success

1. 4 Areas of Focus: 360` View of Customer, Contact Management, Lead & Opportunity Management, Central and Local Marketing Campaigns

2. Vanilla System Implementation

3. Development & Adoption of New Business Processes

4. Information pulled from back-end systems in Real-Time

5. The System & Processes we deliver will be fast, simple & reliable

6. Intuitive System & Processes with a real “WOW” factor for our internal and external customers.

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Additional profile Fields from GDW

Dynamic Alert Icons for Complaints, New Customer, Lead Actions, Special Customer notifications.

Next Logical Product From GDW

Real Time AccountBalance icon

Inbound initiatedLeads

Additional Interaction classifications

Interactions filtered by Channel and Type

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PeopleSoft CRM Solution for St George

Integration Layer (EAI)

Group DataWarehouse

AccountSystems

Group CIS

Banking TransactionsClient ManagerCRM Portal Pack

Service Solution

360 Degree View of CustomerFSI Industry Functions

Voice / IVR BranchE-Mail/Fax Web/IP Wireless /Mobile

ATM

Core Banking/ Insurance

Credit &Collections

GL / HR

Customer Contact

Channels

MarketingTelemarketingSmartViews

Real-Time Advisor

SalesMobile Sales

Strategic Account PlanningProduct Catalog

Marketing Solution Sales SolutionSupport (Call Centre)

Multi-channel Interactions


CRMAnalytics

Marketing Insight

Sales Insight

PredictiveModels

CustBehaviorModels

Profitability Insight

Service Insight

Mike HodgsonMike HodgsonDirector, CRM Business Development, Oracle Asia PacificDirector, CRM Business Development, Oracle Asia Pacific

[email protected]@oracle.com+852 9869 6908+852 9869 6908

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