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CRM Solutions for Financial Services

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1 CRM Solutions for Financial Services
February 2007

2 Safe Harbor Statement 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.

3 Commitment to CRM Innovation…
Deployed Users in Financial Services Transformational CRM 5.6 M Customer-Centric CRM 5.0 M CRM for Everyone, Enterprise BI CRM On Demand 3.0 M Analytics, Standards- Based Integration Best Practices CRM 2.17 M Multichannel CRM Industry-Specific CRM 1.3 M Integrated CRM Over the last decade, Siebel has led the evolution of the CRM market and technology. Our approach is to closely engage with our customers and truly understand their requirements, then build the solutions they need (ie thru Advisory boards, user groups, or in some cases direct customer involvement. For example, Siebel Claims 8.0, an enterprise-wide claims platform that helps carriers dramatically improve claims efficiency and lower claims adjusting costs while improving customer satisfaction, was built working directly with Country Insurance and Financial Services). At every stage, we concentrate on delivering the innovation and functionality our customers require. Each new release of our products reflects everything we have learned from 10 years of experience across more than 20 industries. This effectively allows every Siebel customer to leverage the expertise and best practices garnered from several thousands CRM deployments. To date, we have invested more than $1.4 billion in developing the most functional and highest-performance CRM products available. Integrated Sales and Customer Service 1 M Mobile SFA Enterprise- Class SFA 600,000 Siebel Systems Founded 200,000 60,000 500 4,000 20,000 560k 750k 900k 1m+ 350k 60k 170k 280k 1993 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006

4 Siebel is the Standard in Front Office Financial Services
75% of the TOP 50 Banks 70% of the TOP 10 Brokerage companies 70% of the TOP 10 Mutual Fund companies 80% of the TOP 6 Asset Management firms 500+ customers 1MM+ users in production today 150,000 users in top 10 bank deployments Key references across the globe Fins is important to us and is a significant portion of Siebel’s business (approx 15-25% of overall licensed users) Source: Fortune & Siebel

5 Enterprise Front Office Banking Deployments
Across multiple channels and lines of business Customer Products Implemented Finance, Sales, Referrals, Analytics, Call Center Finance, Call Center, SmartScript, UCM Finance, Call Center, CTI, SmartScript, Campaigns Sales, Service, Call Center, Marketing Sales, Service, Marketing Finance, Sales, CC, Analytics Finance, CC, Referrals, Analytics Sales, Call Center, Service, Analytics Finance, Call Center, Teller, Analytics, Marketing Finance, Call Center, Briefings, SmartScript Call Center, Sales, Service, Mortgage Origination Call Center, Sales, Analytics, Service, Response Comm Sales Financial Advisor Retail Corp / Inv Wealth Branch Call Center Internet

6 The CEO’s Agenda: “Growth is the Focus”*
Strategic Priorities Increase Market Share Increase Revenue Acquire New Customers Enhance Value of Existing Customers Challenges Inconsistent Customer Experience Business Model Complexity Technology Limitations The CEO’s Goal Drive Rapid Transformational Growth The CEO’s Challenges Time - Lifespan of executives is short Competition -Global Competition is Fierce Cost & Compliance - Cost Dynamics Constantly Shifting Driven in part by New Regulations The Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”

7 Increasing Sales Effectiveness
Employees Are Not Equipped with the Tools Needed to Increase Productivity Ineffective selling tools lead to missed cross-sell and up-sell opportunities Inconsistent sales message across channels No personalized sales advice Can’t match the right products to the right customers Limited sales reporting and analytical tools

8 Improving Service Across Channels
Lack of Service Differentiation Hurts the Building of Brand Equity Service agents lack the complete customer view necessary to provide superior service across channels Agents fail to maximize the value of relationships due to separate sales and service platforms Products are increasingly viewed as commodities Product Differentiation Service Differentiation Brand Equity (Say first paragraph while the chart builds) This chart illustrates one of the most important trends in our economy as a whole, and financial services in particular – the shift towards a service-based economy. In a world with more products than ever to choose from, the perceived difference between product offerings has diminished, while service has become the primary means of creating brand loyalty. Financial Services has always been a relationship business, and the growing importance of the Internet has only reinforced this fact. The rise of the Internet has provided consumers with the most information and choices in history, and in the process, shifted power from companies to consumers. This has accelerated the perception that products are commodities, while making the value of the relationship more transparent. Successful firms are responding to this challenge by strengthening their customer relationships through superior customer service. Look at a company like Charles Schwab. Charles Schwab has witnessed dramatic account and asset growth over the last 10 years, yet charges as much as three or four times the prices of their competitors for their “product”.* How can Charles Schwab charge so much more for a “commodity” like a trade? One answer is that they have successfully created a brand equity through superior customer service. Similar example with American Express – annual fees on charge card products, going up to $2500 for Centurion product, with so many free credit cards on market) At the same time that customer expectations are higher than ever, the complexity of delivering superior service has become orders of magnitude more difficult. This brings us to our next challenge. *(Schwab charges approx. $30 for an online trade, while companies such as Ameritrade and eTrade charge between $8 and $15). Time

9 Increasing Wallet Share to Drive Revenue
To Build Long-Term Customer Value, Wallet Share Must Be Increased Increasing choices of financial products and service providers No differentiated service levels for most profitable customers Inconsistent sales strategy across channels Missed opportunities to sell additional products and services Inability to measure and track sales referrals across multiple lines of business

10 Improving Customer Retention & Revenue
Turning Service Interactions Into Sales Opportunities Sale No Sale Poor Service Excellent Service Targeted Offer Generic Offer The quality of customer service is the single-most-important factor influencing customer retention. An offer will not result in a sale if it is not preceded by an excellent service interaction. An offer will not result in a sale if it is not targeted and personalized to the individual. So why is this solution called Service to Sale? Well…to put it simply…if you don’t service your existing customers well, you really won’t be getting more sales from them. The quality of customer service is the single-most important factor in influencing customer retention. Even if you have the perfect offer for your customers, the chance that they’ll accept that offer if its preceded by a poor service experience, is extremely low. And lastly, even if you do provide excellent service and then follow that up with a generic offer – the chances that you make a sale are pretty slim. (American Express Customer Focused Sales example – 100MM calls per year as opportunities, but to make it successful, had to first address customer inquiry and then layer in the sales pitch. If done this way, customers feel you are offering value added services to enhance their relationship versus doing a hard sales. But, to do this all successfully, had to have tools to provide exceptional service, and then offer engine that suggests relevant product/service offerings) This is the problem that we believe we can add significant value to.

11 Oracle CRM – Transformational CRM
Marketing/ Loyalty SFA Self Service PRM Incentive Comp Order Mgmt eBilling Call Center Field Service Financial Services Comprehensive horizontal and industry specific functionality

12 Customer-Centric Front-To-Back Office Solutions
Web Services Consistent Customer Experience Across Channels Single View of Customer Guided Selling Opening / Fulfillment Service Management Real-time Balances Account Details & Transaction History Contact & Opportunity Management Interaction History Sales Offers Cross-Sell/Up-sell Customer Centric Guided Sales Processes Customer Integration Needs Analysis Product Catalog Product Features / Benefits Multi-product applications Process driven Data capture Document fulfillment Account Funding Product Attribute Management Financial Transaction Support Common Service Issue Management Example: Siebel CRM integration to Flexcube to enable end to end account origination (Project Genesis)

13 Siebel Front Office Sales and Service Functional Map
Marketing & Analytics Sales Account Opening Service Relationship Management Customer Segmentation Needs Analysis Auto-Application CTI Integration Customer Profile Customer Profitability, Product / Channel Usage Product Details Multi-Product Application Universal Queuing Shared Notes Events Triggered Micro Campaigns Product Comparison Customer & Product Auto Data Population Activity Plans Asset/Liability Summary Scorecards Recommendations Multi-Applicant Support Assignment Manager Referrals Campaign Analytics Sales Scripting Workflow (iHelp) Pre-Built Service Request Templates Activities Executive Analytics Competitor Information Financial Accounts Calendar/Alerts Call Center Analytics Opportunity Management Fulfillment Balances & Transaction History Book of Clients Sales & Service Analytics Incentive Compensation Trailing Document Management Correspondence Account Team Sales Complete sales application for front office agents Integrated with Oracle Business Intelligence and RTD engine for dynamic offer recommendations Service Complete sales and service application Service management Financial accounts details Pre-built FINS service requests Account origination Consumer deposits Loan and mortgage products Embedded CTI toolbar Universal queuing Integrated with Siebel Oracle Business Intelligence including pre-built dashboards Call monitoring Performance scorecards Call Center Management Product Trends Web based client

14 Integrating Customer Data for Single View of Customers / Dealers
Integration Services Data Quality Services Customer Data Hub OAS 10g Web Services Siebel CRM Oracle ERP ISV Partners Core Systems 3rd Party Vendors Provide a Unified View of Customer Information Update Customer Execute Survivorship Propagate Updates Synchronize Modify Customer Information Changes in any application are transmitted to master data hub Cleanse Data Determine Survivorship Merge Records Cross-Reference Customers Determine relevant systems Send new account information Publish updates into customer data hub from core and back office systems Respond to master customer changes

15 Enabling a Single View of Customer Data
Oracle Master Data Management Creates and maintains a unique, complete and accurate customer information across the enterprise Distributes customer information to all operational applications just in time MDM enables organizations to: Know your customers Improve data quality Utilize customer insight during all customer interactions Comply with privacy and regulatory requirements Reduce data management costs Siebel’s solution to achieve single view is Siebel Universal Customer Master. At the highest level, UCM creates and maintains a unique, complete and accurate customer profile across the enterprise. And it distributes this unique, complete and accurate customer information to all operational systems just in time. The “just in time” concept is important, as not all operational systems need this customer information in real-time. For some systems, near real-time is good enough. For others, a daily batch update is good enough. The benefits to the organization are very clear: Know your customers Improve data quality Utilize customer insight during all customer interactions Comply with privacy and regulatory requirements Reduce data management costs Siebel UCM’s capabilities fall in four major buckets: Trusted customer information Closed Loop Data Quality Proactive Events and Policies Unify and Distribute Customer Insight. In the next few slides, we will cover each of these capabilities in some detail.

16 Pervasive Insight Across the Enterprise
Databases BI Dashboards Analytics Server Data Warehouse Pervasive Insight to Drive Business & Monitor Key Performance Metrics Customer Operational Executive Real-time Decisions Example: Siebel SBA integration to EBS and Peoplesoft Enterprise Interaction History Customer Behavior Segment Migration Propensity to buy Performance Scorecards Operational Cost Analysis Bank Performance Analytics Line of Business Analytics Regional Analytics Trends KPI Monitoring Multi-channel Engine for Real Time Recommendations Retention Actions

17 Enabling CRM thru Real-time Intelligent Interactions
Oracle Business Intelligence provides: Rapidly deployable FSI Analytic Applications: 220+ FSI Personalized interactive Dashboards 2000+ FSI Reports 2300+ FSI Metrics Enterprise BI Solutions for: Customer segmentation Operational metric monitoring Executive KPI tracking Instant analysis through the Real-time Decision engine Easy-to-use web based interface Powerful ad-hoc analysis Function-specific and role-based Proactive intelligent alerts Guided analytics capturing best practices Insight provided in context with operational apps Executives Managers Siebel Analytics, or Oracle Business Intelligence Enterprise Edition, offers a full set of analytics and dashboards for any user, whether an executive, manager or front line user, that are integrated with Siebel CRM to enable rich and powerful information 220+ FSI Personalized interactive Dashboards 2000+ FSI Reports 2300+ FSI Metrics Siebel 8 adds in more out of the box embedded analytics, including operational metrics Siebel 8 also adds in the Real Time Decisioning Engine, thus offering instant analysis for financial services users Front-line Employees

18 Oracle Business Intelligence
Oracle Banking Analytic Applications Balance Analysis Score Cards Compliance Fraud Transaction Profitability Credit Risk Accounts Service Marketing Relationship Product & Sales Executive Balance Trend Account Openings Share of Wallet Delinquency Analysis Holdings Value Fraud Prediction Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Referrals Analysis Service Trends Campaign Scorecard Response Rates Customer Lifetime Value Product Propensity Leads Analysis Loyalty and Attrition Call Reports Customer Satisfaction Attrition Trends Customer Portal Analytics Maturity Analysis Events Triggering Product Sales Trends Referrals tracking Household Penetration Product Bundling Product Propensity Product Profitability Business Performance Sales Performance Marketing Results Service Effectiveness Product Trends Assets Value Siebel Customer Analytic Applications provide industry-specific functionality across all customer-related business processes, including sales, service, marketing, and partner management, as well as sophisticated analytics for product, pricing, and order management. For example, for subscriber-based businesses such as telecommunications, Siebel provides pre-built analytics for assessing a customer’s churn propensity to drive the appropriate proactive strategies for minimizing customer churn. Sales and product managers have easy access to key metrics such as average selling price and product profitability. Service managers can easily track metrics such as resolution rates, service rep effectiveness, and service costs and trends. In addition, Siebel Customer Analytic Applications include a rich set of pre-built executive analytics, providing dashboards and alerts that give executives real-time visibility and proactive notice about business performance, sales performance, marketing and service effectiveness, product trends, competitive threats, and much more.

19 End to End Enterprise Marketing
Mass Marketing Customer Management Brand & Product Management Strategy and Planning Customer Insight Channel Marketing Direct & Online Alignment & Integration Plan, Execute and Measure Multi-Channel Marketing Campaigns Segment Create Execute Analyze Example: Siebel SBA integration to EBS and Peoplesoft Enterprise Define Customer Segments Slice & Dice Segmentation Data to Refine Queries Design Multi-Stage Campaign Attach Offers to Campaigns Test Campaigns Assign Channels Initiate Campaign Waves Monitor Campaign Progress Adjust Campaigns Review Campaign Calendar Review Campaign Effectiveness Monitor Results in Real-time Evaluate Offers Compare Campaigns

20 Complete Platform For Relationship Marketing
Siebel Enterprise Marketing Suite Best-in-class marketing solution that aligns and optimizes corporate and branch marketing Complete end-to-end solution that links strategy and planning with execution and measurement Coordinated communications across channels and collaborative execution with branches and relationship managers Fusion of insight and action for accelerated campaign execution and intelligent offer recommendations Tightly integrated with channels including call center, branches, field, and partners for superior customer experience and closed-loop execution Open, massively scalable architecture that leverages existing data stores Customer analytics, planning and resource management, segmentation, multi-channel, campaign and dialogue management, /web marketing, real-time marketing, event management, response capture and lead management, loyalty program management, and marketing performance measurement Open, massively scalable architecture that leverages existing data stores for segmentation, personalization and analytics Common platform for planning, budgeting, financial and operations management

21 Siebel Enterprise Marketing Suite Functional Map
Siebel Enterprise Marketing Platform Planning & Resource Management Customer Analytics & Management Campaign Management & Web Marketing Event Management Response & Lead Management Loyalty Management Measurement/ Reporting Initiative/ Program Planning Customer Profiling Campaign Planning & Activity Mgmt Content Template Management Event Planning & Budgeting Multi-channel Response Capture Program Definition & Management Pre-built Analytic Content Budgeting Management Customer Behavior Analysis Segmentation & Targeting Content Personalization Session Management Response Fulfillment Tier Management Role-Based Dashboards Purchase Orders/ Expense Mgmt Product Affinity/ Market Basket Analysis List Management Dynamic Content/ eNewsletters Activity & Staff Management Lead Scoring & Prioritizing Promotions Management Real Time Tracking & Alerting Market Development Funds Customer Value/ Profitability Offer Management Web Forms/Surveys Vendor & Venue Management Lead Assignment Membership Enrollment & Management Planning and Financial Analysis Marketing Calendar Data Mining Multistage Dialogue Design High Volume Sending Registration & Payment Processing Dynamic Call Scripts Points Accrual & Redemption Campaign ROI & Effectiveness Content Management Customer Surveys Trigger Based Marketing Intelligent Bounce Handling Wait List Processing Lead Qualification Transaction & Tiers Engine Event Performance Pricing Management Customer Preferences/ Privacy Mgmt Real-time Marketing Click-Through Tracking Attendee Tracking Lead Conversion/ Opportunity Management Member & Partner Portal Brand/ Product Performance Approvals/ Workflow Management Contact Frequency Governance Multi-channel Execution & Tracking Opt-In/Opt-Out Management Measurement & Reporting Conversion Tracking Loyalty Performance Channel/ Partner Performance Source: The Forrester Wave™: Enterprise Marketing Platforms, Q1 2006, Elana Anderson, February 3, 2006 Strongest Enterprise Marketing Platform For B2B & B2C broadest overall functionality and wins B2B.” “Siebel Marketing is a no-brainer for existing Siebel customers.” “The campaign design and segmentation tools are very strong and worthy of consideration by B2C marketers…” “…top-notch analysis tools.” “…. very strong functionality for marketing planning and resource management, lead management, event management, and partner relationship management…” “Siebel’s new interaction management solution, Real-Time Decisions, promises to rival SSA Global’s Inbound Marketing (formerly Epiphany Interaction Advisor)….”

22 Siebel CRM On Demand Most Complete Hosted CRM Solution Delivers superior business results No upfront costs Intuitive user interface drives user adoption Rapidly adapts to business changes Comprehensive on-demand CRM Sales, marketing and service Pre-built FSI solutions Tightly integrated ‘virtual’ contact center World-class analytics and pre-built data warehouse Proven CRM and on-demand expertise 12+ years of CRM experience Proven best practices and services to ensure CRM success Industry leader in on-demand solutions with over 1.7 million on-demand users So we developed CRM OD. What is CRM OD: Siebel CRM OnDemand can help you solve some of these challenges and the great part is you can get up and running quickly, without significant upfront investment, it’s pay as you go, only 70 Euro/seat/month Accelerate Time to Value–Maximize Business Results

23 Interoperable Deployment Options
On Demand On Premise Hybrid seamless integration Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions

24 Fully Integrated Front to Back Solution Component based, delivered on Services Oriented Architecture

25 Financial Services CRM Roadmap
Q3 2002 Spring 2004 Spring 2005 2007 Siebel 7.5 Siebel 7.7 Siebel 7.8 Siebel 8.0 Siebel 8.x Product Bundling Group Visibility Usability Enhancements Deeper Microsoft Outlook Integration Claims Integration to 3rd parties, Financial Packages Distribution Mgmt – Territory Mgmt, Integration Deeper Claims Analytics Data Mining / Claims Fraud Best Practice Business Processes Web Services Support Performance Enhancements Unicode Support Innovative Industry Functionality Deeper CRM, Analytics World Class Marketing Continued TCO Improvements Continued Usability and Performance Improvements World Class Customer Order Mgmt Industry Apps Enhancements Deeper Industry Analytics Make CRM Smarter Enhanced Integration and Web Services Support New Task Oriented User Interface Application Change Management Improved Monitoring and Diagnostics New Search interface Customer Facing Web Services

26

27 Oracle in Financial Services Q&A
10 of the top 10 global Banks use Oracle Applications to run their business 4 of the top 5 World Stock Exchanges use Oracle Applications to run their business 20 of the top 20 Fortune-500 Insurance companies use Oracle Applications to run their business 4 of the top 5 Mutual Fund companies use Oracle Applications to run their business

28 Appendix Oracle Business Intelligence Drilldown

29 Oracle BI Suite Enterprise Edition Unified Business Intelligence Infrastructure
Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services Enterprise Business Model and Abstraction Layer Oracle BI Server Intelligent Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services OLTP & ODS Systems Data Warehouse Data Mart SAP, Oracle PeopleSoft, Siebel, Custom Apps Files Excel XML Business Process

30 Oracle BI Applications Multi-source Analytic Apps Built on BI Suite EE
Ad-hoc Analysis Proactive Detection and Alerts MS Office Plug-in Reporting & Publishing Interactive Dashboards Disconnected Analytics Web Services Oracle BI Applications Sales Service & Contact Center Marketing Order Management & Fulfillment Supply Chain Financials Human Resources Common Enterprise Information Model Oracle BI Apps built on Oracle BI EE Suite Prebuilt Hierarchies, Drill Paths, Security, dashboards, reports It is a complete, end-to-end BI environment covering the BI platform and pre-packaged analytic applications. The platform includes a server and end user tools such as dashboards, query and analysis, enterprise reporting, disconnected access to the data -- all supported by a unified, model-centric server architecture. On top of this platform, we have a set of analytic applications consuming the operational data sources and delivering greater insight to larger user communities across the organization via dashboards, query and analysis, alerts, briefing books, and disconnected mode - the same tools mentioned under the BI platform. Based on industry and analytic best practices IVR, ACD, CTI Hyperion MS Excel Other Data Sources Packaged ETL Maps Universal Adapters

31 Oracle BI Applications Multi-Source Analytics with Single Architecture
Auto Comms & Media Complex Mfg Consumer Sector Energy Financial Services High Tech Insurance & Health Life Sciences Public Sector Travel & Trans Sales Service & Contact Center Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Service Cost Analysis Service Trends Marketing Order Management & Fulfillment Supply Chain Financials Human Resources Pipeline Analysis Triangulated Forecasting Sales Team Effectiveness Up-sell / Cross-sell Cycle Time Analysis Lead Conversion Campaign Scorecard Response Rates Product Propensity Loyalty and Attrition Market Basket Analysis Campaign ROI Order Linearity Orders vs. Available Inventory Cycle Time Analysis Backlog Analysis Fulfillment Status Customer Receivables Supplier Performance Spend Analysis Procurement Cycle Times Inventory Availability Employee Expenses BOM Analysis A/R & A/P Analysis GL / Balance Sheet Analysis Customer & Product Profitability P&L Analysis Expense Management Cash Flow Analysis Employee Productivity Compensation Analysis HR Compliance Reporting Workforce Profile Turnover Trends Return on Human Capital Other Operational & Analytic Sources Prebuilt adapters: Oracle BI Suite Enterprise Edition

32 Deeply Integrated into Siebel CRM Analytics dashboards within screens
Embedded in CRM transactional system, within a dashboard view

33 Deeply Integrated into Siebel CRM Action links between Analytics reports and Siebel screens
Direct navigation from record to transactional while maintaining context Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet

34 Embedded in CRM transactional system
Deeply Integrated into Siebel CRM Embedded Contextual Analytics with Siebel 8.0 Embedded in CRM transactional system Analytics results within a transactional applet Contextually filtered results to record that is in view Contextual—metrics guide the customer interaction with data relevant to the customer. Metrics show the agent something about the customer that sheds light on their needs, preferences, or expectations Embedding—agent does not have to take extra steps see informative data on the customer. Metrics are integrated into the contact center software user interface when the agent needs to see it.

35 Sales Analytics Complete solution for entire sales cycle
Analyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. Understand which competitors are faced most often and how to win against them. Usage Accelerator Analytics Option Add-on to Sales Analytics empowers front line managers with the information needed to effectively manage their team’s usage. Removes the ambiguity and focuses users on the information they need to maintain. …add Oracle Order Management Analytics for complete Contact to Cash Order Management Analytics Foundation application module that provides insight into critical Order Management business processes and key information, including Orders, Invoices, G/L Revenue, sales effectiveness and customer scorecards.

36 Service Analytics Complete solution for entire service lifecycle
Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business …add Oracle Contact Center Telephony Analytics for complete insight Contact Center Telephony Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.

37 Oracle BI Applications Service Analytics at Putnam Investments
Objective Improve quality of service delivered to institutional clients Eliminate manual analysis of contact center performance vs. targets (2-3 days/mo) Solution Siebel Service Analytics to provide actionable intelligence for 1,900 employees across contact center and management Siebel Business Analytics to bring together information from switch, call center application, customer portfolio and 3rd satisfaction scores Results Pin point trends and take action to improve quality of service for institutional clients Measure service performance & take corrective action where needed Improve workforce performance in contact center

38 Marketing Analytics Complete solution for entire marketing organization
Campaign Analytics - Provides Campaign Results data by Offer, Segment, Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals Customer Analytics - Provides product affinity, market basket and next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities. Event Analytics - Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics. Marketing Planning Analytics Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities

39 –Sharon Sibigtroth, Managing Director of AXA Financial
Oracle BI Applications Improving Customer Retention at AXA Financial Objective Improve customer profitability by analyzing individual broker's business and drive cross-selling, up-selling and retention Minimize customer attrition and maximize share of wallet “Using Siebel Business Analytics and Siebel Marketing allows us to determine which products should be offered to a customer based on sophisticated analysis of that customer’s profile. As a result, each customer gets less but more clearly targeted offers.” –Sharon Sibigtroth, Managing Director of AXA Financial Solution Deployed Book of Business Dashboard to analyze agent’s business Intelligence across multiple data sources to improve customer insight and segmentation Additional solutions deployed include Campaign Management and Orphan Management dashboards Results Significant increase in cross-sell and up-sell rates and retained assets Re-connection with high value “orphaned” accounts and successful win-back programs Greater marketing ROI, triggered by alerts monitoring customer events

40 Oracle BI Apps Pricing/Packaging Model
1. Required Technology Infrastructure (Prerequisite to Analytic Apps) Oracle BI Suite EE 2. Prerequisite ETL Server and Adapters Informatica OEM PowerCenter ETL Server Siebel Adapter (packages support for 6.3, 7.5, 7.7, 7.8) 3. Per User Fees BI Apps Consumer BI Apps Observer Oracle BI Applications Pricing Metric 1. Required BI Technology Infrastructure Oracle Business Intelligence Suite Enterprise Edition $X or $Y NUP CPU 2. Pre-requisite ETL Server and Adapters Informatica OEM PowerCenter ETL Server1 $X Server Data Warehouse Business Adapter for Siebel2 Customer 3. Per User Fees BI Applications Consumer (total number of users across all applications) Application User BI Applications Observer (for HR Analytics & Usage Accelerator for Sales products) Monitored User 4. Pre-Built BI Application Content Modules BI Application Content (18 horizontal and 29 vertical) – application-specific content including ETL logic, DAC metadata, physical models, logical models, KPIs and metrics, role- and function-specific dashboards1,2,3 $X & up CRM Analytics Suite1,2,3 4. Application Content Modules Content Sales Analytics Service Marketing Supply Chain Finance Workforce 1 Requires Oracle Business Intelligence Suite Enterprise Edition and any BI Application 2 Requires Informatica PowerCenter ETL Server (or customer must provide Informatica PowerCenter) 3 Appropriate source adapter required for each operational application used as a source


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