Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 1

Achieving Business Visibility with Business Process Management and Business Intelligence Ken Ng Principal Product Manager, Oracle Fusion Middleware

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 3 Business Expecatations Which processes in my organization are least efficient? How much would it cost to improve these processes? What is the expected ROI? How can I ensure that IT delivers what I expect? How do I monitor my business performance? Can I take action if KPIs dont look right?

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 4 Process Leadership IMPROVE How can business drive process improvement? MONITOR How can business achieve visibility into processes? IDENTIFY Which processes to improve and what is expected ROI?

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 5 Business Process Visibility Adaptive BPM Smart BPM Intelligent BPM Business Process Intelligence (BPI)

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 6 Why Business Visibility matters? Business Driver – How do I make sound business decisions with disconnected data? – How can I measure my KPIs and improve them in real-time? Challenges – No unified platform to handle what-if and how analysis – BI dashboards not actionable by business users – No real-time intelligence for on-the-fly decision making

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 7 Business Users care about visibility; not BAM, BI or OEP Visibility should not only give insight, but also offer the ability to take actions Business Visibility Visibility How the business is performing now (REAL TIME) What can I learn from past performance (HISTORIC) Based on current and past performance, what should I do next (PRESCRIPTIVE)

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 8 BUSINESS VISIBILITY IN ACTION

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 9 Business Visibility Demo Demonstrate how visibility can drive business decisions at different levels within an organization Business Scenario Credit Card Call Center Process (inspired by IDC Credit Card Scenario) Role based insight Components at work BPM - Process orchestration BAM - Real-time visibility BI EE - Role based insights using BI Dashboards RTD - Guided decision making

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Demo: Credit line increase at ViMAD ViMad is a call center company specializing in handling customer service for credit card – Credit Card companies like Visa, MasterCard, AMEX, Discover have outsourced their customer service operations to ViMad ViMad performance is measure by 2 goals – Improve customer satisfaction – Higher call center efficiency To begin with, ViMad has decided to get more visibility into Credit Line Increase request

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide ViMAD Credit Card Call Center Current Process flow Customer submits credit limit increase request Call Center Agent is notified via about customer request. Customer is notified about the decision via . Rejected requests cause customer disappointments Call Center Manager asks IT developer to run daily reports to monitor request status Call Center VP is interested in improving customer satisfaction, but lacks data to measure/improve it Agent manually investigates customer spending history before deciding to approve/reject

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Current Challenges

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Areas of Improvement

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide ViMAD Credit Card Call Center Improved Process Flow Customer submits credit limit increase request Rules driven BPM process auto- approves, auto- rejects or sends for review BI dashboards provide customer insights WebCenter provides personalized and contextual view Analyzes customer satisfaction & call center efficiency trends on mobile/iPad using BI BAM provides real-time insight into KPIs and bottlenecks RTD presents relevant promotion offers to rejected requests Receives alerts when Fraud pattern detected CEP analyzes incoming requests for fraud detection Call Center VP Call Center Manager Call Center Rep Reviews RTD correlations to identify and prioritize promotional offers

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Roles & Responsibilty Review Credit Line Increase Requests in customized WebCenter BPM Portal Analyze customers spending history with BI Dashboards integrated with BPM Tasklist Insight to action: Approve requests from BI Dashboardsa RTD & BPM Integration: Present RTD marketing offers when a request is rejected. Melissa Call Center Agent Monitor Request Status & Offer Performance at real time BAM dashboards Get notification when pending requests exceed a certain threshold Sam Call Center Manager Interactive BI dashboard: Gather insights on call center performance and take action to rectify performance issue RTD Insights: Analyze which offers are working/not working and ask Marketing Analyst to take action Mobile based analytics : Leverage iPad/iPhone/desktop to access dashboards John VP, Call Center RTD Decision Center: Increase the marketing priority of specific offers based on feedback from VP, Call Center Aaron Marketing Analyst

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Credit Line Increase BPM Process RTD Integration

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Call Center VP Dashboard

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Marketing Analyst

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Mobile enabled Call Center VP Dashboard

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide DEMO

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide American Express Optimizes Charge Write-Offs Providing Consistent Resolution Improve Question a fee service treatment Expedite processing while minimizing fraud Deployed to across 2000 Call Center Agents for Question a Fee Service Treatment Recommendations Minimized fraud and escalation Charge write-off enriched with RTD Instrumented with BPM OPPORTUNITY SOLUTION RESULTS

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide With intelligent processes, Motability manages Vehicle Remarketing across different channels Need: – Maximize profitability of used car sales taking into account market conditions Solution: – Oracle BIEE, Oracle SOA & Oracle Rules – Insight provided by BI Dashboards triggers alerts that automatically makes changes to the Business Process Benefit: – Optimal & cost saving business strategy for marketing vehicles

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Graphic Section Divider

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 24

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 25