<Insert Picture Here> 고객관리강화를통한금융위기극복 임수영 Financial Services IBU
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Agenda Introduction Sales and Service Business Intelligence On Demand Contact Center Anywhere 3
<Insert Picture Here> Introduction 4
금융위기에도우선순위 #1 은고객입니다. CEO Executive Survey 2008 #1 기존고객과의관계유지및개선 #2 신규고객유치 5
Siebel 은금융 Front Office 의표준입니다. 75% 의 TOP 50 은행 70% 의 TOP 10 증권사 70% 의 TOP 10 Mutual Fund 80% of the TOP 6 자산운용사 500+ 고객 1MM+ 실제사용 User 150,000 top 10 은행 User 글로벌 Key references Source: Fortune & Siebel 6
Commitment to Siebel 2004 년봄 2005 년봄 2007 년 1 월 2008 년 8 월미래 Siebel 7.7 Siebel 7.8 Siebel 8.0 Siebel 8.1 Siebel 8.x 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 Next-Gen Self Service Enhanced Loyalty, Sales, Marketing, Contact Center, and PRM PDF form intake and integration Deeper Office Integration The Collaboration Release Industry end-to-end process orchestration: Banking Telecommunications Public Sector Insurance Manufacturing & High Tech 7
Task-Based User Interface 은행, 보험사, 증권사 Front-office User 의복잡한업무를단순화시켜줌 Business processes on the desktop 100% 표준화 100% data 일관성 100% 효율 빠른습득 전사용자가전문가가됨 Process 변경에따른영향최소화 이직에따른영향축소 Task Pane 은절차를보여줌 Applets 은필요한정보만보여줌 Radio buttons 으로의사결정 측정및향상에용의 Pre-built table 을통해단계추적 IT 가아닌현업이직접변경 자동으로 User 인도 8
SOA Enabled CRM Web Services 지원 Loosely coupled Platform 과 programming language 에종속되지않음 Services 를쉽기사용, 재사용및구현 Web services 의제공및사용지원 Wizard 를통해손쉽게생성 Web services 표준준수 Web Services Description Language (WSDL) 1.1 Simple Object Access Protocol (SOAP) 1.1. WS-I Basic Profile 1.0 9
<Insert Picture Here> Sales and Service 10
영업효과증대 직원들은생산성향상에필요한 Tool 을제대로갖추고있지못함 비효율적인 tool 은 cross-sell 및 up-sell 기회상실로이어짐 채널전반에거쳐메시지가일관되지못함 Right customers 에 right product 를연결시키기어려움 제한된 sales reporting 및 analytical tool 11
고객유지및매출향상 서비스접촉을영업기회로연결 고객서비스품질은고객유지에가장많은영향을주는요소임 Generic Offer Targeted Offer 훌륭한서비스가선행되지않은 Offer 는매출로이어지지않음 Excellent Service No Sale Sale Target 되지않은 Offer 는매출로이어지지않음 Poor Service No Sale No Sale 서비스제공 Tool, Offer 엔진필요 12
Siebel Front Office Sales and Service 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 Product Recommendations Multi-Applicant Support Assignment Manager Referrals Campaign Analytics Sales Scripting Application Workflow (ihelp) Pre-Built Service Request Templates Activities Executive Analytics Competitor Information Application Activities 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 13
사례 1: 호주 A 은행 회사개요 - 호주 4 대은행 - 직원수 34,000 명 Challenge - Customer centricity 를통해시장점유율확대 - 고객 Share of Wallet 증대, 생산성향상 - Multi-product, Multi-channel 지원가능한단일지점서비스 - In-house 개발시스템대체 Solution - Task-based UI - Siebel Financial Services CRM Base, Financial Accounts - Siebel Needs Analysis/Applications, Campaigns - Siebel Server Sync, Call Reports, Credit Origination 등 결과 - 단일 UI 를통해여러시스템에중복데이터입력해결 - Back-office 데이터입력인력영업으로전환 14
<Insert Picture Here> Business Intelligence 15
Single View 를위한고객 Data 통합 통합서비스 데이터품질서비스 Customer Data Hub Web Services Siebel CRM Oracle ERP ISV 파트너 기간계시스템 3 rd Party Vendors 고객정보에대한 Unified View 제공 Update Customer Execute Survivorship Update 전달 Synchronize 고객정보수정 Application 에대한모든변경은 master data hub 전달 Cleanse Data Record 통합 고객 Cross - Reference 관련시스템선정 새로운회계정보전달 기간계와 back office 으로부터의 Update 은 customer data hub 로 link 됨 16
Real-Time Decision (RTD) Oracle Business Intelligence : Executives Managers 빠른구현이가능한 FSI Analytic Applications: - 220+ FSI Personalized Dashboards - 2000+ FSI Reports - 2300+ FSI Metrics Enterprise BI Solutions for: - Customer segmentation - Operational metric monitoring - Executive KPI tracking Real-time Decision Engine 을통해즉각 update 강력한 ad-hoc 분석 Function-specific and role-based 능동적인 intelligent alerts Front-line Employees 17
Oracle Business Intelligence Siebel Banking Analytic Applications Balance Analysis Score Cards Compliance Fraud Transaction Profitability Credit Risk Accounts Service Marketing Relationship Product & Sales Executive Balance Trend Churn Propensity Campaign Scorecard Call Reports Product Sales Trends Business Performance Account Openings Customer Satisfaction Response Rates Customer Satisfaction Referrals tracking Sales Performance Share of Wallet Resolution Rates Customer Lifetime Value Attrition Trends Household Penetration Marketing Results Delinquency Analysis Service Rep Effectiveness Product Propensity Customer Portal Analytics Product Bundling Service Effectiveness Holdings Value Referrals Analysis Leads Analysis Maturity Analysis Product Propensity Product Trends Fraud Prediction Service Trends Loyalty and Attrition Events Triggering Product Profitability Assets Value 18
사례 2: Global A 보험사 회사개요 - Global 3 대보험사 - 직원수 190,000 명 Challenge - 영업의고객수익성을분석하여 Cross-selling, up-selling 증대 - 고객이탈최소화및 Share of Wallet 극대화 - 고객 Profile 에대한분석을통해권유제품선정 Solution - Siebel Business Analytics, Siebel Marketing - 다양한 Dashboard 구현 : Business Book, Orphan 등 결과 - Cross-selling, up-selling 증대 - 상당수의 High value 미아고객재연결및성공적인 Win-back - 마케팅 ROI 증가 19
<Insert Picture Here> On Demand 20
Oracle CRM On Demand 종합 Solution 강력한 sales, marketing 및 service 기능 Pre-built Industry-specific editions Embedded Best-practices Sales Process Coach, Assessments 와같은혁신적인기능 강력한 Analytics Real-time 피드백, historical trending 및예측분석 유연성 Customize, 통합및 solution 확장용이 Industry Specific CRM Marketing Sales Embedded Analytics with Built-in Data Warehouse Service Customization, Integration & Extension World-Class Hosting Infrastructure 탁월한사업성과 CRM 및 hosting 경험, Industry 리더쉽 고객성공을위한 Blueprint 와 services 21
다양한구현 Option Niche On Demand Service One way to deploy One Database Co-Mingled Data No Migration Single Points of Failure No Control vs. On Demand Multi-Tenant Oracle technology Oracle managed Shared On Demand Single Tenant Oracle technology Oracle managed Shared Integrated On Demand & On Premise Address HQ and Satellite Needs 부서단위, 전사적으로구현 @Customer Deploy at your site 22 22
사례 3: Global S 은행 회사소개 - 60 개국에서 3,000 여개지점운영 Global 은행 - Commercial/Retail Bank Challenge - Single customer view, Cross-sell/Up-sell - User friendly 한 CRM solution - Management Reporting 제공 - Retail 지점, 콜센터, 마케팅공통플랫폼사용 Solution - 사용자수 : 12,000 명 - @Customer Deployment - Honk Kong 데이터센터 - CRM On Demand Financial Edition: branch banking, callcenter, marketing - Asia 5 개국부터 Rollout 23
<Insert Picture Here> Contact Center Anywhere (CCA) 24
Why Contact Center Anywhere? CCA 는 call 을 FROM anywhere 에서받아...... TO anywhere 로 routing 해줌 Multi-channel Multi-dimensional routing Built-in IVR Built-in quality monitoring Instant Provisioning Multi-site or single-site Voice Over IP and PSTN A carrier grade platform Web services interfaces 25
Oracle Vision of Integrated Solutions 26
상담원과관리자는 27
사례 4: 글로벌 A은행 ABN AMRO Success Story 회사개요 - Global 20대은행 - 60개국 3,000 여개지점운영 Challenge Web, 상담원, Broker 통합 고객 / 콜수증가 Solution CallCenterAnywhere - blended telephony (inbound and outbound) CallCenterAnywhere - integrated Web site 결과 30% 상담원생산성향상 첫해 100% ROI J.D. Powers & Associates Award 고객만족상수상 28
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