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Oracle e-banking solutions With a focus on Generation Y

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Presentation on theme: "Oracle e-banking solutions With a focus on Generation Y"— Presentation transcript:

1 Oracle e-banking solutions With a focus on Generation Y
Pal Ribarics Oracle Financial Services Analytical Solution Product Manager

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Agenda <Insert Picture Here> Oracle as a Strategic Partner Oracle Generation-Y Initiative Oracle CRM e-banking extensions Real time decisions Social media integration Case Study : Jibun Bank

3 Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall
Generációs különbségek Boomer generáció ( kb ) Akiknek már volt színes kép a gyerekkorukról is Akik látták a szocializmus felemelkedését és bukását Akik közül a férfiak még a kórház folyosóján várták a gyermekük születését X generáció ( kb.1960 – 1980) Akik ha hajnali 2-kor felkelnek és kimennek WC-re, visszafelé ellenőrzik az -jüket.. Akik ha észreveszik hogy otthon hagyták a mobiljukat, pánikszerűen rögtön visszafordulnak Akik a Google keresőben keresnek mindent az interneten Millenium – Y generáció ( kb.1980 – 2000) Akik mindig is úgy tudták, hogy Michael Jackson fehér volt Akik a nyári üdüléskor a szállodában a WIFI hozzáférést ellenőrzik legelőször Akik szerint az már egy elavult kommunikációs forma Akik Google keresés helyett, chat-en kérdezik meg milyen mobilt vegyenek Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall

4 Next Generation Customers Have Arrived
Estimated to be about 17 percent of the world’s population1 Distinctly different from previous generations as it is shaped by new technology like the mobile phone and the internet Over the next 10 years to constitute the majority of ‘wealth accumulators’ Expected to have a higher disposable income than their predecessors The Next Generation Customers In Age Group Tech-savvy generation Believes in spending now and saving later A well connected generation that used social media and mobile extensively Financial novices Characteristics 1 U.S. Census Bureau, International Database – December, 2009

5 Capitalize On Oracle as Strategic Partner
Front Office Effective distribution network Faster response time Personalized services Multi channel reach Interaction outside the bank Oracle FLEXCUBE Direct Banking Siebel CRM (+ social media) Siebel Branch Teller Oracle FLEXCUBE Back Office Flexibility to customize products Products in partnership Relationship Pricing Faster time to market Reporting and compliance Oracle Financial Services Analytical Applications Oracle Revenue Management and Billing Infrastructure Reporting and compliance Scalability to support growth High performance Green Infrastructure EXADATA V2

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Oracle CRM e-banking extensions Real Time Decisions 6

7 “Intelligent personalization” RTD recommends ‘Next Best Activity’ across all channels
Newsletters PDA Web Call Center In Person Kiosk / ATM Web Mobile Web Letters Receipts RTD

8 RTD Powered Intelligent Personalization What Does it Do?
Recommends products and services in real time in the context of each interaction e.g. Call reason, Agent skill level, Time of Day, Pages Seen, Links Clicked… Takes into account multiple, competing business priorities e.g. maximise revenue whilst minimize cost and ensure channel compliance Automatically learns and self-adjusts based on feedback to continuously improve results Significantly more advanced and scalable than “rule-based” systems Integrates across multiple interaction channels e.g. web, call centre, teller, kiosk, etc Customer Interaction Process Process data & context Process decision point & feedback Business Process Optimization RTD Business Rules & Self-Learning Predictive Models Inputs Enterprise Information Model

9 Solution Components RTD Shared Decisioning Engine Channels Letters
Call Center In Person Web Letters Channels Consistent Recommendations Any Channel supported RTD / Siebel eCommerce Integration RTD / Siebel Call Centre Integration 3rd party Call Centre Integration 3rd party Application Integration 3rd party eCommerce RTD Application Integration Prebuilt for Siebel Integrate as appropriate Decision Service RTD X-sell, Upsell, Loyalty Decisioning Logic Custom Built Business Logic (e.g. Risk Mgnt) RTD Process Flows Prebuilt customer commerce logic Build as appropriate RTD Shared Decisioning Engine RTD Core Technology Decision Engine shared across applications CRM & Enterprise Systems Data Warehouse 3rd Party Data Data Mining Customer Insight sources Leverage existing investments = Prebuilt Oracle RTD Solution Component = Custom Build & Integration capabilities

10 Retail Banking Goal:- Improve cross-sell and retention through customer service contact centres and branches Usage Scenario:- “When a customer uses our banking services or needs assistance through our contact centre or branch, would it help to achieve our customer retention goals, if at the moment of contact our CRM system intelligently predicts and recommends a new service for the client, that will not only satisfy the client, but is also the most profitable offer that has a high likelihood of acceptance by client?”

11 Retail Banking Goal:- Maximise revenue impact of every customer contact, e.g. due to constraints on outbound selling such as “do not contact” legislation. Usage Scenario:- “When a customer makes contact with us through any channel (contact centre, branch, web-portal, ATM), would it help to maximise the wallet share with that customer, if our CRM system, could take into account the reason for their call / visit, their history with our company (through all channels), their importance to our company and our current offers and business objectives in order to recommend the treatment / offer for that client that they are most likely to accept?”

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Oracle CRM e-banking extensions Social Media Integration 12

13 Social Conversations aren’t tracked in Oracle apps
The Challenge Social Conversations aren’t tracked in Oracle apps B2C Consumers are preferring social media over other channels, bypassing the contact center

14 Buzzient – Social Media SaaS
Analytic measurement of social media Integration with contact center and CRM applications Seamless inclusion of social media channel in Oracle CRM On Demand Evolutionary app, not revolutionary… 14

15 Buzzient harvests content according to you customer’s brands/products
Buzzient Overview And more… Posts about problems, issues, sales interest, product opinion, feedback, etc. Buzzient harvests content according to you customer’s brands/products Social Media Analytics and Integration Platform Buzzient stores and analyzes the related social media Buzzient transparently integrates into Oracle CRM Buzzient web app visualizes analytics and content Oracle CRM On Demand Buzzient Analytics ©2010 Buzzient, Inc

16 Buzzient Overview Fully automated data collection from millions of online sources, including historical data Monitoring of discussion boards and social networks such as Facebook and MySpace Monitoring of reviews such as Amazon and Facebook Real-time analysis of Twitter conversations Integration to enterprise applications Automatic Service Request, Solution and Lead creation Extensive Analytics, Alert and Notification Features

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Jibun Bank Case Study Integration of Telecom & Finance 17

18 Jibun Bank : 2009 e-banking summit
Mobil telefonos bankolás Közös vállalkozás a 2. legnagyobb japán mobil szolgáltató (KDDI) és a legnagyobb japán bank között (Bank of Tokyo Mitsubishi) Oracle Flexcube Direct Banking felhasználó ügyfél 6 hónap alatt, 5 % piaci részesedés Szolgáltatások 30+ banki szolgáltatás Új ügyfelek és számlanyitás mobil telefonon keresztül Automatizált KYC folyamat létező mobil telefonos ügyfelek részére Lekérdezések és tranzakciók folyó és megtakarítási számlákra valamint lekötött betétekre Közös mobil és Internet felhasználó azonosítás Mobile to Mobile transzfer, Mobil telefonos fizetés Több mint 35 mobil értesítés (push alert) Business details When operations are launched, yen-deposits (ordinary and time) and payment services, such as transfers will be available, as a general rule, 365 days a year 24 hours a day through three channels - mobile (au, NTT DoCoMo, and Softbank - three mobile communications carriers), Internet (personal computers), and telephone (IVR/operator). After launching operations, services will gradually be expanded to include foreign currency deposits, credit cards, credit card loans, financial products intermediation and sales of insurance. For customers using au mobile handsets, special services and campaigns will be available through the convenience provided "only by mobile handsets.„ Services that make use of the characteristics of mobile phones such as 'mobile phone number transfers', which use the mobile phone number of the counterparty to designate the destination of a transfer, and 'mobile phone bank book', which adds functions such as bank book and simple household account book to mobile phones Cashless services such as 'Jibun Bank payment', which make it possible to simply and rapidly pay for EZweb-based shopping and auctions and to charge electronic money over the phone. A campaign that increases the number of au points [1] awarded based on the amount spent simply by tying the payment of au charges to the Jibun Bank account. Transfers between two Jibun Bank accounts or between a Jibun Bank account and Bank of Tokyo-Mitsubishi UFJ account are free of charge [2]. In addition, deposits and withdrawals can be made at partner financial institutions including Bank of Tokyo-Mitsubishi UFJ and Seven Bank.

19 Awards 19

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Jibun Bank Current mobile banking situation 20

21 Why people don’t use mobile banking (examples)
Obstacles to mobile banking usage Why people don’t use mobile banking (examples) ■ Security concerns in case the mobile phone is lost ■ Troublesome screen operation ■ Troublesome application procedures; No time for them ■ The screen/font size is too small. ■ Not many services/functions are available. ■ It seems somehow difficult to use. July 2007 Survey by Jibun Bank: N=3,720 Basic obstacles such as security concerns and poor visibility/operability are highlighted. 21

22 Over the counter at branch offices
Starting status of mobile channel Mobile banking treated as a secondary channel to assist the over-the-counter & PC channels Over the counter at branch offices Alternative method Alternative to an alternative to an alternative... ↓ Its inconvenience is only “natural”. ATM(CD) Alternative method PC banking Alternative method Mobile banking Counterintuitive thinking = “Mobile banking as the main channel” Strictly Confidential 22

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Jibun Bank Business concept 23

24 Counterintuitive thinking
Banking services using mobile phones as the “main channel” ATM (network) Alternative method PC banking Alternative method Mobile banking Brand new banking services differentiated from the existing mobile banking 24

25 Banking built into a mobile phone
Easy safe banking transactions whenever & wherever Personal bank designed for each individual customer Bank Customer’s mobile phone serves as a portable bank. 25

26 “Mobile-specific” services
“Mobile-specific” features Services based on such features Easy & convenient Provide the user with an easy and highly secure transaction environment, using their mobile handset ID for authentication. Simple & carefree Allow the user to transfer money easily by using their mobile number rather than their account number, just like sending an . Whenever & wherever Use contactless IC technology to install a range of cashless transaction functions to their mobile phone. Personalization Allow the user to choose their favorite icons in some functions such as Jibun Bankbook saving planning and simplified household account book functions. Provide a “natural” level of services, in terms of “use of a mobile phone”. 26

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Jibun Bank Pursuit of ease of understanding and usability 27

28 Commitment to the user interface
Intuition Allow the user to understand provided services through their intuition Operability Minimize the number of clicks needed to get what they want Provide overwhelming superiority to the user interface. 28

29 Go to the target page by a single click
Initial placement on the launcher Main Menu Jibun Bank transaction page One click  Go to the target page by a single click 29

30 Banking expression “naturally” expected by mobile phone users
Jibun Bankbook Top page after login Deposit/withdrawal details Monthly accounts Change in balance Typical traditional screen image Screen change by clicking a tab XX Bank Direct Announcement Balance inquiry Deposit/withdra wal detailsMoney transferSpecial t ransfer ... Banking expression “naturally” expected by mobile phone users 30

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Jibun Bank “Mobile-specific” services 31

32 It takes only 10-15 minutes up to this point
Quick account-opening Jibun Bankbook page before opening an account Enter personal information It takes only minutes up to this point Use the built-in camera to photograph the driver’s license and send it directly Within a week, a cash card will be sent to home to complete the account-opening process. Data entry is minimized by using the existing subscriber information already registered for the mobile phone. Easy quick account-opening process whenever & wherever 32

33 Quick account-opening
Many of the back end processes managed outside Outsorcing to best of breed players 33

34 Money transfer using a mobile phone number
Select a recipient from the address book Enter an amount/message Transfer completed Transfer process is completed, just like sending an . *The recipient receives a notification when the money is transferred into their account. 34

35 ① ② Jibun Bank settlement
Select a settlement method Confirm the amount to be paid Payment process completed Decide what to buy Select payment method Jibun Easy Payment Jibun Easy Payment ●Jibun Easy Payment 〇au Jibun Card payment ========= 〇Bank money transfer 〇Credit card payment 〇Payment on delivery 〇Delivery at convenience store ■Branch name: XXX ■Account No.: ■Account name: Wagashiya ■Amount: :1,552 yen To confirm, enter your PIN. Payment process complete! Your payment has been confirmed. The product will be sent to you. **** Mechanism enabling seamless coordination from a shopping/auction transaction page to the bank settlement page 35

36 Service leveraging the “whenever” nature of mobile phones
 Financial product (Foreign currency deposit) “Mobile phone” taken to wherever, whenever “The dollar/yen rate has reached your target!” “The dollar/yen rate has reached your target!” To forex saving account To forex term deposit When a specified rate is almost reached, an is sent to the mobile phone. Bar chart=Sales transaction(Left Y-axis) Line Graph= US$ rate change compared to previous day (Right Y-axis) -100 -50 - 50 100 150 200 5/21 5/28 6/4 6/11 6/18 6/25 7/2 7/9 7/16 7/23 7/30 8/6 8/13 Buy/Sell Transactions (Million Yen) ← Foreign currency sales   Foreign currency purchase → -2.0 -1.0 1.0 2.0 3.0 ←Weak Yen  |  Strong Yen→ FX rate change compared with previous day (Yen) Constant “fluctuations in exchange rates” Service leveraging the “whenever” nature of mobile phones 36

37 Easy operation & secured privacy
Card loan The entire procedure from loan application to borrowing is completed by “using only a mobile phone”. The application procedure is completed when information required for loan assessment is entered via the mobile phone. Then, the assessment starts immediately. Data entry takes about 10 minutes. Assessment starts Notification for assessment completion, loan (execution), and reminder notice (in case of a delay in payment) are all enabled via the mobile phone function and handset operation. Easy operation & secured privacy 37

38 Card loan Many of the back end processes managed outside Outsorcing to best of breed players 38

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Jibun Bank Security – Coexistence with convenience 39

40 Security measures using mobile phone features
Hardware Unique mobile subscriber number (linked to only one user) is used as the authentication key (via the au information link service). Software ATM-lock and PC-lock functions can be set from the mobile  phone belonging to the subscriber. Network Phishing/spoofing attacks are prevented through utilization  of mobile phone network characteristics. 40

41 Prevention of fraudulent accounts & crimes
During the account-opening process (a proactive approach) Name, birthday and address are checked on the system to prevent the user from opening multiple accounts. (The system sends a warning to those who apply for multiple accounts under the same address.) During the transaction process (a water’s edge approach) The system checks for any suspicious transaction. As an Internet bank, a special focus must be placed on complete and proactive prevention. 41

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Jibun Bank Strategic IT utilization 42

43 Introduction of FLEXCUBE
Oracle “FLEXCUBE” introduced as the core system Introduction/operation cases in and beyond Japan Parameter-driven architecture for the maximum flexibility in product design J2EE-based software development for scalability XML and other widely-used protocols for flexible coordination with external systems Both rapid development of new products and stable operation of banking services can be achieved. 43

44 System configuration Wide range of transaction channels Flexible coordination with external systems Parameter-driven product design (for easy customization) J2EE-based Software development for scalability Introduction/ operation cases in and beyond Japan The flexibility of the system is guaranteed through coordination among various layers such as channels, front office, back office, and external systems. 44

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