1. Oracle Policy Automation Changing the Sales & Service Landscape

2. 04 ORACLE POLICY AUTOMATION SOLUTION
Agenda
01 CASE STUDY
02 SALES CONVERSATIONS
03 KEY CHALLENGES
04 ORACLE POLICY AUTOMATION SOLUTION
05 THE ROAD AHEAD

3. Case Study – Financial Corporation01
Case Study – Financial Corporation

4. Financial Corporation
History
Product and Services
Stakeholders
Introduction
One of the major financial institution in the Australia and New Zealand region.

5. Financial Corporation
Introduction
Product and Services
Stakeholders
History
Formation
Acquired a
Regional Bank
Acquired
Another Financial Institution
Started a small technology division
More acquisitions

6. Financial Corporation
Introduction
History
Stakeholders
Product and Services
Everyday Banking
Credit Cards
Home Loans
Personal Loans
Shares & Investment
Insurance
International & Travel

7. 01 Customers 03 Authorities 05 Shareholders 02 Bankers 04 Government
Financial Corporation
Introduction
History
Product and Services
Stakeholders
01 Customers
03 Authorities
05 Shareholders
02 Bankers
04 Government

8. Typical Sales/ Service Process
Sales or Service Enquiry $
System Generated Leads
Leads
Referral

9. 02
Sales Conversations

10. Role of Conversations in Selling
Selling Approach
Prospecting
Needs Assessment
Product Presentation
Recommendation
Sale
Consultative Selling Process

11. Who do I do the Sales Conversation for?
1111
Who do I do the Sales Conversation for?
Company
Its obviously for my company/ organization
Customer
Haven’t you heard that customer is KING? Me
It better be for myself and my far stretched targets!
Society
Before me, my organization or anyone else
Market/ Competition
Compliance & Authorities
Or… A bit of everything 

12. 03
Key Challenges

13. Challenges in Sales Conversation
Multiple Conversation Models
Complexity
User Experience
Linear conversation
System/ Banker Driven
Technical Complexity
Systems evolved over several years
Highly customized and time consuming application
Frequent changes swelled complexity
Different conversation models for Customers and Product types
Multiple brands in the Group
Multiple user interfaces 01 02
Customer Experience
Inconsistent Recommendations
High Time to Market
Recommendations relied on banker’s know how
High Variability due to different bankers and brands leading to Inconsistent offerings
High time to Market
Key performance detractor having significant importance to senior management
Constantly changing legislative and compliance requirements 03 04

14. Factors causing complexity
Multiple Brands/ Mergers
Varied customer and Banker community
Types of products
Distinct processes & ideology
Compliance and Legislation
Sales targets / Compliance
System driven flow / Customer friendly UX
Possibility of Simplification 01 01 02 02
Variety of stakeholders
Types of customer
Personal
Regular
Premium
Business
Partnership
Small Business
Large Corporates
Technology
Complex architecture
Multiple Tools and Applications
Integration across brands
Gap between organization processes
Customer Experience 03 04 04

15. Oracle Policy Automation Solution04
Oracle Policy Automation Solution

16. CRM Conversation Landscape
Separate Conversations
Simplification across Products
Simplification across Brands
Simplification across customer segment
First SaaS application
Brand 1 - Conversation models
Personal Customer
SCC – Simplified Customer Conversation
Home Finance
ONE
Customer Conversation
On-Prem
Premium Customer
Private Customer
Brand 2- Conversation models
Customer Conversation
External Applications
On-Prem

17. CRM conversation in action

18. Our Journey Need Identification Proof of Concept Prototype Roll Out
Infosys presented a demonstration on OPA capabilities and how it could be leveraged to standardize conversations and processes across brands addressing primary stakeholder needs.
A production version was built with collaboration between Infosys and the bank.
This was a testimony of how OPA transformed Bank’s Sales and Service Landscape!
Need Identification
Proof of Concept
Prototype
Roll Out
Infosys as a strategic technology partner is committed to provide next gen game changing technology solutions for the bank. Infosys and Bank had marathon meetings to understand stakeholder pain points.
An early version with a limited number of features was built to validate the specifications for real world system.
The trial was stupendously successful.

19. Solution Architecture
CRM Brand 1 1 2
OPA SaaS
JCS PaaS
Launch OPA as Encrypted Session
CRM Brand 2 3 5
MQ over SSL
API Gateway
Load Balancer 4
Oracle Cloud
System
Security Policy

20. Our journey to improved experience …
One Conversation Model
Improved User experience
Brand Agnostic Unified Conversation Model
Non-Linear & Guided flow 01 02
No Customization
Intuitive UI & Consistent Customer Experience
Seamless Integration
Low Maintenance
Consistent Recommendations
Customer Experience
Low Time to Market
Increased Automation 03 04
Policy Agility
Flexibility to Bankers
Highly Scalable and Flexible
Accelerated Deployment
Highly Compliant

21. Benefits by the Numbers
10%
Reduction in Conv. Time
OPA enabled Bank to roll out Compliance
and Regulatory Changes
faster by up to
~2%
Additional Revenue
Enabling 15,000+
Bankers to have deeper and highly effective conversations
Additional 4 / week conversation leads to Additional Revenue
for the organization
Improved Time to Market
50%

22. Qualitative Benefits Some of the quotes from LT:
Better user experience to the customers and users resulting in an increased customer satisfaction and revenue.
Agility and Flexibility of OPA, Proven by the number of changes being delivered.
No compilations of SRF
Virtually zero downtime
Lower dependency on lengthy performance testing cycles
OPA provided the bridge between the two technologies (Siebel and PeopleSoft).Prebuilt integration with Oracle Sales Cloud makes is easier to move to OSC
OPA allowed brands to converge on a single platform and a unified conversation model.
Non-Linear and guided conversation allows banker to follow customer’s conversation preference without breaking the conversation flow. This allow much better CX to the end user and banker.

23. Our Learnings First SaaS aplication
Integration of on premise applications (Siebel & PeopleSoft) with SaaS application (OPA)
Ability by current CRM teams to learn and implement
Able to develop and support the application with
Simple and low learning curve
There are frequent and periodic updates.
Regular catch-ups with Oracle CSM
Quicker turn-around on issues and enhancements
Administration
Enabling to plan ahead
Communicate to business of upcoming features
Plan and Leverage out of box capabilities rather than customization
Oracle product roadmap

24. 05
The Road Ahead

25. Road Ahead Candidate for central policy automation tool
Tap into other areas of Organization where
Complex conversations are required
Guided flow and frequently changing rules are configured
Transform other complex areas
Service Requests
Complaints Management

26. Thank You