<Insert Picture Here> The Transformational CRM Siebel 8.0 Financials Services Solutions

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1 <Insert Picture Here> The Transformational CRM Siebel 8.0 Financials Services Solutions Taerim Chung Senior Sales Consultant, CRM BU, Oracle Korea Ltd.

2 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 1

3 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 2

4 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 Economist: CEO Briefing Corporate Priorities for 2006 and beyond 3

5 <Insert Picture Here> Growth is assessed as Performance, which is the complex package Marketing, Sales, Hiring, Training, and Operations are done well Jamie Dimon CEO of J.P. Morgan Chase I believe I should pay for performance, but I don t think performance is a simple thing. If you re running a business, you have to do marketing well, hiring well, training people well. You ve got to do your ops well, your systems well. You ve got to invest in new branches and new sales and new traders. It s the whole package. In a lot of businesses you can get a lot of profit, but you ve taken on too much risk and you re not investing enough for the future. The McKinsey Quarterly, 2006 Number 4 4

6 We are saying Transformational Growth Identify your best customer and prospects Customer who are most loyal and making the biggest commitments to your business Identify segments of prospects offering high margin or volume Innovate to capture growth markets and share of wallet Utilize the best real-time insight of customer requirements Combine the best assets of your ecosystem into compelling new offers Ensure the highest level of customer loyalty Communicate widely to ensure consistency Dramatically reduce customer acquisition costs 5

7 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 6

8 Siebel CRM 8.0 Transformational CRM Empower Users Provide proactive, real time insight Intelligence at the moment of interaction Flexible, role-based user interface Enable Business Responsive Rapid deployment of business process changes End-to-end enterprise-class integration Full SOA compliance Ensure Value Support multiple deployment options Largest ecosystem for implementation success Most vertical specific expertise 7

9 What s new in Siebel 8 for Financial Services? Platform Enhancements Task-based UI Integrated Rules Engine Microsoft Integration Enhanced Insurance Claims Management Automatic Reserve & Coverage Payment & Invoice Subrogation Fraud Banking Teller Marketing, Sales, Service Core Banking Financials Human Resources Banking Analytics Insurance Agent/ Channel Mgmt Underwriting Policy Admin Claims Order & Management Service Fulfillment Financials/ Network Profitability Management Human Resources Financials Insurance Analytics 8

10 Task-Based User Interface Simplifying Complex Tasks for Banking, Insurance and Capital Markets front-office users Business Processes on on the desktop Task Task Pane Pane shows shows steps steps to to users users Applets Applets show show only only needed needed info info Example. Account Origination Claims Intake Case management Dispute Resolution Radio Radio buttons buttons enable enable decisions decisions Faster to to Learn Easier to to Measure & Improve

11 Haley Rules Engine Integration Remove the Need for Coding Expertise Siebel Business Rules is a tight integration to an industry leading rules vendor Haley Systems. Changes in your business strategies result from changes in factors such as business conditions, inventory levels, seasons, and changes in personnel. Your CRM applications should adapt quickly to these changes and promptly reflect the changes in business priorities. Example. Accepting applications for home loans over the phone requires front-line employees to perform complex eligibility analysis over the phone or risk losing the customer. Not only can challenging calculations be eliminated levering the new rules engine in Siebel 8, if an authorized manager notices that too many applications are being rejected due to a high credit card score requirement, the score could be re-set easily and quickly applied within the process. Script Implementation Rules implementation

12 Microsoft Desktop Integration Microsoft Outlook Microsoft Word & Excel Microsoft Sharepoint 11

13 Enabling Transformational CRM through Real-time Intelligent Interactions Rapidly deployed FSI Analytic Applications Executives Instant analysis through the realtime decision engine Function-specific and role-based Managers Guided analytics capturing best practices Front-line Employees Insight provided in context with operational apps 12

14 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 13

15 The Challenges We re Hearing Banking & Capital Markets Grow Business & Cross-Sell to Customers The average cost to acquire a new customer is $3,500 in the US American Bankers Association Grow Assets Under Management & Capture Wallet Share Strategic response: brokerage firms must develop new products and energize old product lines to gain a competitive edge, enhance revenue and obtain a greater share of client assets Compliance & Regulatory Pressures Scale costs to match market opportunity IT spend on compliance will grow annually at 14.1% and reach $3.0 billion by 2006 The Info Shop In the near to intermediate term, the industry is expected to continue to experience pressures on its net interest margin AM Best Compliance & Regulatory Pressures Straight Through Processing Trade Initiation to Settlement Facing increased compliance obligations, a dynamic business and IT environment, fragmented risk and compliance projects, and exposure to tort and criminal liability, organizations are seeking a formalized approach to managing enterprise risk and compliance. When fully realized, STP will provide asset managers, broker/dealers, custodians and other financial services players with tremendous benefits, including greatly shortened processing cycles, reduced settlement risk and lower operating costs. 14

16 Customer Centric Sales & Service 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 Cross-Sell/Up-sell Sales Offers Needs Analysis Product Catalog Product Features / Benefits Multi-product application processes Data capture Document fulfillment Account Funding Financial Transaction Support Common Service Issue Management 15

17 Customer Centric Banking Solutions Across Channels Channels Branch Sales & Service Call Center Lending Internet Branch Teller Functions Leads & Referrals Guided Selling Origination & Fulfillment Maintenance Transactions Campaigns Offers Incentive Tracking Needs Analysis Task User Interface Collaborative Sales Deposit Origination Lending Origination Document Generation Self Service Activities Service Management Cashboxes Electronic Journal Store & Forward CRM Core Components Consistent Customer Experience Across Channels Real Time Decision Engine Workflow Engine Assignment & Routing Engine Rules Engine Product Configuration Engine Financial Transaction Engine Master Data Management Products Master Customer Master Service Master Marketing Master 16

18 Financial Services Account Origination Account Information End-to-End Account Origination Process 17

19 Financial Services Account Origination 1. Account Setup Relative product categories can customized 18

20 Financial Services Account Origination 2. Applicant Broaden Applicant Information Single View of Customer 19

21 Financial Services Account Origination 3. Assessments Pre-defined Assessments Templates With the customer interactions, assess the value 20

22 Financial Services Account Origination 4. Closing Integrated with Financial/legacy systems 21

23 Customer Centricity increases AUM Oracle CRM, ICM, Campaign Management and OBA Web Services Embedded Customer Analytics ROI analysis on Campaigns / Leads RTD for next best offer Customer Profitability Customer data driven business insight Regulatory & Compliance monitoring Consistent customer experience across channels 360 View of Customer Real-time Balance & Positions Account Details & Customer Profiles Opportunity Management Activity Management Account aggregation for Investment Planning Campaign & Lead Management Management Customer segmentation Affluent Mass consumer HNW RTD Up/Cross sell Multi-channel execution Financial Advisor Call Center Web Single Source Data Repository Financial Transaction Support Best Execution Capture Contact / Data Management Compliance / Risk controls Customer life-cycle Customer inquiry Analysis 22

24 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 23

25 The Challenges We re Hearing Insurance Markets Focus on Growth & Profitability the big challenge is now to double our effort and focus on operational excellence and growth - CEO Zurich Financial Services James Schiro - Insurance Journal - January 26, 2006 Tough regulatory requirements In early 2005, the four largest brokerage firms negotiated regulatory settlements concerning, among other things, their compensation practices. Following their settlements, some firms altered their long-standing practices and restructured their operations. - HRH 2005 Annual Report Focus on customer satisfaction and retention A chasm is growing between insurers using state-of-the-art analytics and those who aren t The haves will be able to write business at the margins they target. The have nots will fall victim to adverse selection the bar will rise continually as competition drives weaker players from the field. - Frank J. Coyne, chairman, president and chief executive officer, ISO - ISOtech, 2006 Continued Focus on Cost Reduction A 2005 Forrester report shows an amazing 94% of financial services firms surveyed indicated that improving the customer experience was Very Important or critical. 24

26 Customer Centric End-to-End Insurance CRM Processes Front Office Back Office Fusion Middle Ware Distribution Management Customer Service Enterprise Claims Financial Management Human Capital Sales/Partner Automation Intelligent Marketing Incentive Comp Analytics Call Center Customer Data Hub Content Mgt Analytics Claims Mgt Content Mgt FSAH Financial Analytics Financial Control & Reporting Procure to Pay Asset Mgt Analytics Global Core HR Work Force Delivery Talent Mgt Analytics 25

27 Embedded Predictive Intelligence Business Rules Tied to Loss Type End-to-End Claims Fuctionality Integrated Catastrophe Management Pre-built Fuctionality 26

28 Topics Covered The Challenges Today Siebel 8.0 Key Messages Banking & Capital Markets CRM Solutions Insurance CRM Solutions Summary 27

29 Summary: Oracle Siebel 8.0 for FSI Empower Users, Enable Responsiveness, & Ensure Value Siebel Claims 8.0 Complete End-to-End P&C Insurance Claims Solution SOA Enabled and Move Closer to Full SOA Compliance Strong Vision & Commitment for Integrated Frontto-Back FSI Applications 28

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