<Insert Picture Here> Oracle e-banking solutions With a focus on Generation Y Pal Ribarics Oracle Financial Services Analytical Solution Product Manager Agenda • Oracle as a Strategic Partner <Insert Picture Here> – Oracle Generation-Y Initiative • Oracle CRM e-banking extensions – Real time decisions – Social media integration • Case Study : Jibun Bank 2 Generációs különbségek • Boomer generáció ( kb.1940 -1960) – Akiknek már volt színes kép a gyerekkorukról is – Akik látták a szocializmus felemelkedését és bukását – Akik közül a férfiak még a kórház folyosóján várták a gyermekük születését • X generáció ( kb.1960 – 1980) – Akik ha hajnali 2-kor felkelnek és kimennek WC-re, visszafelé ellenőrzik az email-jüket.. – Akik ha észreveszik hogy otthon hagyták a mobiljukat, pánikszerűen rögtön visszafordulnak – Akik a Google keresőben keresnek mindent az interneten • Millenium – Y generáció ( kb.1980 – 2000) – Akik mindig is úgy tudták, hogy Michael Jackson fehér volt – Akik a nyári üdüléskor a szállodában a WIFI hozzáférést ellenőrzik legelőször – Akik szerint az email már egy elavult kommunikációs forma – Akik Google keresés helyett, chat-en kérdezik meg milyen mobilt vegyenek Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall 3 Next Generation Customers Have Arrived The Next Generation Customers • Estimated to be about 17 percent of the world’s population1 • Distinctly different from previous generations as it is shaped by new technology like the mobile phone and the internet • Over the next 10 years to constitute the majority of ‘wealth accumulators’ • Expected to have a higher disposable income than their predecessors Characteristics • In 14-30 Age Group • Tech-savvy generation • Believes in spending now and saving later • A well connected generation that used social media and mobile extensively 1 U.S. Census Bureau, International Database – December, 2009 • Financial novices 4 Capitalize On Oracle as Strategic Partner Front Office • Effective distribution network Oracle FLEXCUBE Direct Banking Siebel CRM (+ social media) • Faster response time • Personalized services Siebel Branch Teller • Multi channel reach • Interaction outside the bank Oracle FLEXCUBE Oracle Financial Services Analytical Applications Oracle Revenue Management and Billing Infrastructure Back Office • Flexibility to customize products • Products in partnership • Relationship Pricing • Faster time to market • Reporting and compliance EXADATA V2 • Reporting and compliance • Scalability to support growth • High performance • Green Infrastructure 5 <Insert Picture Here> Oracle CRM e-banking extensions Real Time Decisions 6 “Intelligent personalization” RTD recommends ‘Next Best Activity’ across all channels Email Newsletters Web Mobile Web Receipts Letters RTD PDA Web Call Center Kiosk / ATM In Person 7 RTD Powered Intelligent Personalization What Does it Do? Customer Interaction Process Process data & context • Recommends products and services in real time in the context of each interaction e.g. Call reason, Agent skill level, Time of Day, Pages Seen, Links Clicked… • Takes into account multiple, competing business priorities e.g. maximise revenue whilst minimize cost and ensure channel compliance • Automatically learns and self-adjusts based on feedback to continuously improve results • Significantly more advanced and scalable than “rule-based” systems • Integrates across multiple interaction channels e.g. web, call centre, teller, kiosk, etc Process decision point & feedback Business Process Optimization RTD Business Rules & Self-Learning Predictive Models Inputs Enterprise Information Model 8 Retail Banking • Goal:- Improve cross-sell and retention through customer service contact centres and branches • Usage Scenario:- “When a customer uses our banking services or needs assistance through our contact centre or branch, would it help to achieve our customer retention goals, if at the moment of contact our CRM system intelligently predicts and recommends a new service for the client, that will not only satisfy the client, but is also the most profitable offer that has a high likelihood of acceptance by client?” 10 <Insert Picture Here> Oracle CRM e-banking extensions Social Media Integration 12 The Challenge Social Conversations aren’t tracked in Oracle apps B2C Consumers are preferring social media over other channels, bypassing the contact center 13 Buzzient Overview Buzzient harvests content according to you customer’s brands/products Buzzient stores and analyzes the related social media Buzzient web app visualizes analytics and content ©2010 Buzzient, Inc Posts about problems, issues, sales interest, product opinion, feedback, etc. And more… Social Media Analytics and Integration Platform Buzzient Analytics Oracle CRM On Demand Buzzient transparently integrates into Oracle CRM 15 <Insert Picture Here> Jibun Bank Case Study Integration of Telecom & Finance 17 Jibun Bank : 2009 e-banking summit Mobil telefonos bankolás Közös vállalkozás a 2. legnagyobb japán mobil szolgáltató (KDDI) és a legnagyobb japán bank között (Bank of Tokyo Mitsubishi) Oracle Flexcube Direct Banking felhasználó 400 000 ügyfél 6 hónap alatt, 5 % piaci részesedés Szolgáltatások 30+ banki szolgáltatás Új ügyfelek és számlanyitás mobil telefonon keresztül Automatizált KYC folyamat létező mobil telefonos ügyfelek részére Lekérdezések és tranzakciók folyó és megtakarítási számlákra valamint lekötött betétekre Közös mobil és Internet felhasználó azonosítás Mobile to Mobile transzfer, Mobil telefonos fizetés Több mint 35 mobil értesítés (push alert) 18 Awards 19 <Insert Picture Here> Jibun Bank Current mobile banking situation 20 Obstacles to mobile banking usage Why people don’t use mobile banking (examples) ■ Security concerns in case the mobile phone is lost ■ Troublesome screen operation ■ Troublesome application procedures; No time for them ■ The screen/font size is too small. ■ Not many services/functions are available. ■ It seems somehow difficult to use. July 2007 Survey by Jibun Bank: N=3,720 Basic obstacles such as security concerns and poor visibility/operability are highlighted. 21 Starting status of mobile channel Mobile banking treated as a secondary channel to assist the over-the-counter & PC channels Over the counter at branch Alternative method offices Alternative to an alternative to an ATM(CD) alternative... Alternative method ↓ PC banking Its Alternative method inconvenience is only “natural”. Mobile banking Counterintuitive thinking = “Mobile banking as the main channel” Strictly Confidential 22 <Insert Picture Here> Jibun Bank Business concept 23 Counterintuitive thinking Banking services using mobile phones as the “main channel” ATM (network) Alternative method PC banking Alternative method Mobile banking Brand new banking services differentiated from the existing mobile banking 24 <Insert Picture Here> Jibun Bank Pursuit of ease of understanding and usability 27 Commitment to the user interface • Intuition • • Allow the user to understand provided services through their intuition Operability • Minimize the number of clicks needed to get what they want Provide overwhelming superiority to the user interface. 28 Initial placement on the launcher Main Menu Jibun Bank transaction page One click Go to the target page by a single click 29 Jibun Bankbook Top page after login Deposit/withdrawal details Monthly accounts Change in balance Typical traditional screen image Screen change by clicking a tab XX Bank Direct Banking expression “naturally” expected by mobile phone users ... Announcement Balance inquiry Deposit/withdra wal detailsMoney transferSpecial t ransfer 30 <Insert Picture Here> Jibun Bank “Mobile-specific” services 31 Quick account-opening Jibun Bankbook page before opening an account Enter personal information It takes only 10-15 minutes up to this point Use the built-in camera to photograph the driver’s license and send it directly Within a week, a cash card will be sent to home to complete the account-opening process. Data entry is minimized by using the existing subscriber information already registered for the mobile phone. Easy quick account-opening process whenever & wherever 32 Quick account-opening Many of the back end processes managed outside Outsorcing to best of breed players 33 Money transfer using a mobile phone number Select a recipient from the address book Enter an amount/message Transfer completed Transfer process is completed, just like sending an email. *The recipient receives a notification email when the money is transferred into their account. 34 Financial product (Foreign currency deposit) “Mobile phone” taken to wherever, whenever “The dollar/yen rate has reached your target!” 200 “The dollar/yen rate has reached your target!” To forex saving account To forex term deposit Bar chart=Sales transaction(Left Y-axis) Line Graph= US$ rate change compared to previous day (Right Y-axis) 150 3.0 2.0 100 1.0 50 -1.0 -50 8/13 8/6 7/30 7/23 7/16 7/9 7/2 6/25 6/18 6/11 6/4 5/28 -2.0 5/21 -100 ←Weak Yen | Strong Yen→ FX rate change compared with previous day (Yen) ← Foreign currency sales Buy/Sell Transactions (Million Yen) Constant “fluctuations in exchange rates” Foreign currency purchase → When a specified rate is almost reached, an email is sent to the mobile phone. Service leveraging the “whenever” nature of mobile phones 36 Card loan The entire procedure from loan application to borrowing is completed by “using only a mobile phone”. The application procedure is completed when information required for loan assessment is entered via the mobile phone. Then, the assessment starts immediately. ■じぶんローン ローンもケータイする時代 ケータイするローン 66.5 17.5 .5 %~ %~ 17.5 % % [今すぐお申込み] いますぐお申込み [じぶんローン取引メニューへログイン] じぶんローンってなに? 「じぶんローン」の特徴 • ケータイだけですべて完了! 24時間かんたんお申込み! • •24時間お借入れは指先ひとつ! • 指先ひとつでいつでもお借入れ! • プライバシーも安心! • プライバシーも安心 • 幅広い借入枠! • 安心の金利! じぶんローン商品概要 • もちろん利用手数料は無料! • Data entry takes about 10 minutes. Assessment starts Notification for assessment completion, loan (execution), and reminder notice (in case of a delay in payment) are all enabled via the mobile phone email function and handset operation. Easy operation & secured privacy 37 Card loan Many of the back end processes managed outside Outsorcing to best of breed players 38 <Insert Picture Here> Jibun Bank Security – Coexistence with convenience 39 Security measures using mobile phone features Hardware Unique mobile subscriber number (linked to only one user) is used as the authentication key (via the au information link service). Software ATM-lock and PC-lock functions can be set from the mobile phone belonging to the subscriber. Network Phishing/spoofing attacks are prevented through utilization of mobile phone network characteristics. 40 Prevention of fraudulent accounts & crimes During the account-opening process (a proactive approach) Name, birthday and address are checked on the system to prevent the user from opening multiple accounts. (The system sends a warning to those who apply for multiple accounts under the same address.) During the transaction process (a water’s edge approach) The system checks for any suspicious transaction. As an Internet bank, a special focus must be placed on complete and proactive prevention. 41 <Insert Picture Here> Jibun Bank Strategic IT utilization 42 System configuration Wide range of transaction channels Flexible coordination with external systems J2EE-based Software development for scalability Introduction/ operation cases in and beyond Japan Parameter-driven product design (for easy customization) The flexibility of the system is guaranteed through coordination among various layers such as channels, front office, back office, and external systems. 44 45