insync10 siebel achievingasingleviewofcustomer 100815043524 phpapp01

7/21/2019 Insync10 Siebel Achievingasingleviewofcustomer 100815043524 Phpapp01

1/35

Achievinga

Single

Viewof

2010OracleCorporationProp

rietaryandConfidential

1


2/35

AchievingaSingleView

ofCustomerwith

SiebelUniversalCustom

erMaster

TonyBoyle

Director,MDM

OracleAsia

PacificDivision


3/35

Thefollowingisintend

edtooutlineo

urgeneral

productdirection.Itis

intendedforin

formation

purposesonly,andmaynotbeincor

poratedintoany

contract.Itisnotacommitmenttodeliverany

materia

l,code,orfunc

tionality,ands

houldnotbe



3

relieduponinmaking

purchasingde

cisions.

Thedevelopment,rele

ase,andtimin

gofany

featuresorfunctionalitydescribedfo

rOracles

productsremainsatth

esolediscretionofOracle.


4/35

ConsumerPro

file

Demographics

Single

ViewofC

ustomer

Relationships

EmployeeofaCompany

CustomerofaCompany

AffiliationswithOrg

MemberofaHousehold

AdvisedbyFinancialPlanner

..

N

ame&ContactInfo

Identifiers

Names

Addresses

ContactNumbers

E-mailAddresses

Privacy

CommunicationPreferences

PrivacyOption

Donte-mail

Dontcall

Dontmail

.

Applications

Application

s

Relatio

nships

Name&ContactInfo

Privacy

Consumer

Profile

Process

es



4

CustomerValue

.

FinancialProfile

AnnualIncom

e

Employment

TaxBracket

CreditScore

IncomeSourc

e

RiskAssessm

ent

InvestmentGo

als

Needsanalysis

Product&Services

CustomerBundling

InternalProd

ucts

ExternalProducts

NextBestOf

fer

Interests

Balances&Transactions

.

Interactions

Consultations

Branchvisits

Customerservicecalls

Campaigns

Responses

Leads

Collections

FinancialP

rofile

Interactions

Products&

Services


5/35


6/35

TraditionalApproachestoCustomerMasterData

Management

Custom

-Built

Custo

mer

Information

File(CIF)

Requires

organisatio

nal

consensus

Expensivetobuildand

maintain

Limitedflex

ibilityto

Inflexibledatamodel

W

eaksupportfor

c

ontactinformation

W

eaksupportfor

p

rospects,

leads,etc.

CoreBanking/

P

roductSystemas

CustomerMaster

One-wayinfo

rmation

flowtothe

warehouse

Doesnotallo

wreal-

timematchin

gand

customerdata

DataWareho

useas

CustomerM

aster



6

accommodateevolving

requiremen

ts

LimitedFun

ctionality

o

fCBSsystems

E

xpensiveto

i

ntegrate

Littletono

operationalb

enefit

Batchupdate

safter

theevent

Organizationsthatlackaconsistent,completeandaccurates

ingleviewofthecustomerina

heterogeneou

senvironmenthavethe

choiceofbuildingorb

uyingasolutionformanaging

customermasterdata.S

ince2003,t

hetrendhasswun

gheavilytowardbuying.

Gartner

Mag

icQua

dran

tfor

Cus

tomer

Da

taIntegra

tion

Hu

bs,


7/35

TheCRM

approach

andthe

CRMfollowedby

MDMapproach

CRMSystem

Doesnotal

lowreal-

timematchingand

merging

NoDataQu

alityorData

Governance

capabilities

ImplementedCRMfirs

t,thenwentbackand

implementedanMDMsolution.

W

hy:Olderbank,existingCISsysteminplace.

Learnfro

mothers

Old,es

tablishedbankinAPAC



7

Doesntpro

videa

SingleView

of

Customerw

hileother

systemsha

ve

customerd

ata

CDIinvent

edto

overcomep

roblems

withCRM

implementa

tions

ImplementedMDMfirst,thenstartedCRMwhileMDM

solutionwasbeingimplemented.

Why:Youngerbank,fewlegacysystems,wasableto

getitrightfromthestart

withnowasteorre-work.

TheLe

sson.

CRM

willnotprovideaSing

leviewofCustomerbu

tan

MDM

solutionwilldeliverth

efoundationuponwhichto

deployyourCRMsys

temwithqualitydata.


8/35

SingleCustomerV

iewImperatives

Comm

oditised

Productsand

Services

Mergersand

Acquisitions

Increaseprofitabilityby

movingfromproductto

relationship

based

pricing

Realisevalueofcombined

customerbasethro

ughup-

sell/cross-sell

Reducecostofintegrating

customerdata

Growreve

nuesfrom

existingcustomerbase

Increased

Competition



8

Custome

r

Churn

Providedifferentiated

customerexperiencebased

onvalue

Meetregulatory

requirements,priva

cylaws,

etc.

Enforcesecurityan

d

permissionsacrossvalue

chain

Complyw

ith

Regulations

Customer


9/35

Everproliferatingislandsofinformation

indisparateapplications

covering

multiplec

hannels,divisions&

functions

duplica

ted,incomplete,inaccurate,

Keyent

erpriseprocesses

basedon

Howcan

wegetaSin

gleviewofCu

stomer

W

eb

site

Call

Center

SFA

Partner

Fusion

App

wheno

urdataisfragmented?



9

uncean

ncompee

aa

Marketing,sales,service&customerretention

processes,regulatorycompliance

,newproduct

introduction,

Unclean

datamakesAnalyticsinvalid

Errorproneintegration

Slowen

terpriseagilityand

innovation

Fusion

App

C

all

S

CM

ERP2

Legacy

ERP1


10/35

C

onsolidateshared

info

rmationintooneplace

C

leansedatacentrally

S

haredataasasin

glepoint

oft

ruthasaservice

MDM:Thesourceofc

leandatafor

theenterprise

Nurtureo

neofyourmost

valuableasset

ETL

Web

site

Call

Center

SFA

Partner

Fusion

App

Call

CenterID

Name

Phone

Contact

BO004

Tony

Boyle

0294911877

Anthony.boyle

@oracle.com



10

Consistencysiloedenvironments

(Integ

ratedBestofBreed

)

Lowerdatamanagem

entcosts

Betterreporting

Enterprisefoundationforagility

&innovation

ETL

Middleware

ApplicationIntegrationArchitecture

BI/

DW

Fusion

App

Ca

ll

SC

M

ERP2

Legacy

ERP1

MDM

ID

Name

Call

Centre

ERP1

Email

Office

Mobile

1

23456

Anthony

Boyle

BO004

490111

Anthony.boyle

@oracle.com

029

4911877

041428

8669

ERP1ID

Name

Mobile

490111

Anthony

Boyle

0414288669


11/35

Interactions

Leads

Campaigns

Transactional

Extended

Privacy

Prefe

rences

Relationships

Identifiers

ClientI

nformation

Model

Core

KeyIdentifyin

gInformation

Duplicatedam

ongstCRM

andmultipleproduct

systems

Ownership

ofcoredata

inmultiplesy

stems

Highpotentia

lfor

discrepancy

Requiresmatching&

cross-referen

ceforsource

linking



11

Transactions

Balances

Orders/

Applications

Federateddata

masteredandaccessed

atsource

Requirescross-

referenceandreal-time

integrationtosourc

e

Productsand

Services

Cons

umer

Pro

file

FinancialProfile

Combinationofdata

elementstocreate

consolid

ated/derived

view

Sourced

frommultiple

systems

Clearma

sterslave

rolesownership

Name

Addresses

ContactDetails


12/35

Oracle

CustomerHub:KeyComponents

Trusted

Customer

Data

Trusted

Customer

Data

Siebel

Siebel

EBS

EBS

SAP

SAP

CustomAp

ps

CustomAp

ps

Siebel

Siebel

EBS

EBS

SAP

SAP

CustomApps

CustomApps



12

Other

Other

Consolidatesharedcustomerinformationinto

a

trusted,global,"singlesourceoftruthmaste

r

repository

Maintainahighqualitycustomerprofileusing

state

oftheartdataqualityandgovernancetools

Leveragepre-built

integrationwithOracle

applications

OracleCustomerHubDelivers

-Globalm

asterforcustomerinforma

tion

-Consiste

ntrepresentationofshared

data

-Clean,ac

curate,

de-duplicated,and

enricheddata

-Compliancewithgovernancelegislation

-360view

ofacustomersproducts

andservices

BIBI


13/35

OracleCustome

rHub:Master

MasterTrusted

CustomerData

Party

Role

s&Relationships

Rela

tedDataEntities

VerticalVariants

Trusted

Customer

Data

Trusted

Customer

Data

ComprehensiveCustom

erProfile

MasterPolicies,FinancialAccounts,

Interactions,Notes,Cam

paigns,etc

Complexhierarchies,ro

les&

relationships



13

rovesnusry-spec

c

aa

attributes

Configurationofcustom

childentities

DataModelExtensibility

while

protectingUpgradeability


14/35

Model

ComplexRoles&Relationships

Manage

Complexaccount

hierarchiesandrelationship

s

Completelistofrelationship

sboth

professionalandpersonal

Memberofahousehold

Employeeofacompany

Memberofcompanyboard

s



14

em

eroproessonaservce

organ

izations

Decis

ionmaker,influencer

forspecific

purpo

ses(e.g.procuremen

t)

Newtypesofrelationshipscanbe

easilydefinedbybusinessusers

Advance

dHierarchyMgmtwith

OracleD

RM-Hierarchy/version

comparison,blendingandm

erging

Relationship

explorer


15/35

OracleCustome

rHub:Co

nsolidate

Consolidate

Consolidate

Import

Workbench

Import

Workbench

Identification

&Cross-

Reference

Identification

&Cross-

Reference

SourceData

SourceData

Trusted

Customer

Data

Trusted

Customer

Data

HighVolumeBatch&Realtime

Integration

Enterprise-wideUUID

1:MCross-Referencing

TrackallchanestoMa

sterRecord



15

sor

sor

Survivorship

Survivorship

Providesdatastewards

theabilityto

restorecustomerprofile

s

Highlyconfigurableand

granular

su

rvivorshiprules


16/35

Cross

Referencing

E

RP

E

RP

CRM

CRM

PLM

PLM

Legacy

Legacy

CustomerID:

23-3445

CustomerID:

GH78GH

CustomerID:

B37-84U

CustomerID:

A31-32Z

Store

sallcustomeridentifiersfor

theoperationalapplications

connectedtoUCM

Providescriticalmappings

usedfor

datasynchronization,reporting,

anda

nalytics

Custom



16

Web

Web

SCM

SCM

OSSOSS

UID

App

ID

1ASCLSCC

Legacy

A31-32Z

1ASCLSCC

Legacy

B37-84U

1ASCLSCC

CRM

GH78GH

1ASCLSCC

ERP

23-3445

UniversalID:

1ASCLSCC

Supp

orts1-to-manycases

inwhich

multiplecustomerrecordsexistin

anap

plicationthatmaptoone

mastercustomerrecord

Partner


17/35

Trusted

Customer

Data

Trusted

Customer

Data

OracleCustome

rHub:Cleanse

Le

adingEmbeddedDat

aQuality

To

ols&integrationto3rdPartyData

Sources

UniversalConnectorpro

videsuniform

wayforpartnerstointeg

rate

IntellientmereAutomere&



17

Cleanse

Cleanse

Parse

Parse

Cleans

e&

Standardize

Cleans

e&

Standardize

E

nrich

E

nrich

M

atch&Merge/Unmerge

M

atch&Merge/Unmerge

un

mergecapabilities

D&BandAcxiomIntegration

DataStewardUItoman

ageduplicate

su

spectsviaqueues


18/35

Function

ality

Feature

Profiling/Patte

rn

Detection

Profiling/Patte

rn

Detection

Parsingand

Standardizatio

n

Parsingand

Standardizatio

n

OracleDataQualitySo

lutions

UnderstandDataStatus/

Pattern

s

Createstructu

redrecords

fromunstruc

tureddata

ODQParsing&

StandardizationServer

ODQProfilingServer

Or

acleDataQualitySe

rvers

(IDQ)



18

Validation/

Cleansing

Validation/

Cleansing

Matchingand

Linking

Matchingand

Linking

Enrichment

Enrichment

UniversalDQConnect

or+

D&B/Acxiom

18

Spotandcorrectdata

errors

Spot/elim

inate

duplicates&

identify

relatedentities

Attachadd

itional

attributes

and

categoriza

tions

ODQMatchingServe

r

ODQAddress

ValidationServer


19/35

CreateBestCustomerRecord

Merge/Unmerge

IntelligentMergecreate

best

ofbre

edsurvivingrecord

by

selectingfieldsfromthe

duplic

aterecords

IntelligentUpdateselec

tively

updatefieldsforthemaster



19

rulessetforthesourceofthe

data

Autom

ergeduplicateswithvery

highm

atchscores

Unme

rgereversesan

erroneousmergeprocess


20/35

T

rusted

Customer

Data

T

rusted

Customer

Data

OracleCustome

rHub:Sh

are

Sh

are

Sh

are

Web

Services

Library

Web

Services

Library

Publish&

Subscribe

Publish&

Subscribe

T

ransports&

Connectors

T

ransports&

Connectors

Providescommonlyuse

dfunctionsas

bu

sinessservices&webservices

Real-time&batchpublish

SupportMQSeries,MS

MQ,andJMS

qu

eues,outboundwebservicesor

otherEAItechnologies



20

Aut

horization

Aut

horization

Registry

Registry

DifferentiatedCRUDprivilegesbased

on

source

Le

veragingAIA-Enterp

riseBusiness

Objects,Services&PIP

sinFMW


21/35

Pre-bu

iltBusinessService

s

SupportsRapidcomposite

applicationde

velopment

Anefficientan

doptimizedapproach

forintegrating

withSiebelUCM

140+pre-packagedservices

DeployedasW

ebServices,MQ,

SiebelUCMServices

SiebelUCMServices

LookupContact

UpdateContact

LookupContact

Relationship

InsertContactProduct

UpdatePersonal

Address

UpdateContactProduct

InsertHousehold

LookupHousehold

UpdateContactP

rofile

InsertContactProfile

DeleteContactProfile

InsertContactActivity

UpdateContact

LookupAccount



21

,

,ec.

SupportsOutoftheBox

functionalityplusSelfBuilt

Servicesdefin

eddeclaratively,no

coderequired

DifferentApplicationsmayhave

differentservicepriviliges

InsertAccount

UpdateAccount

LookupAccount

Activity

UpdateAccount

Activity

UpdateAccountAddress

DeleteAccountProduct

UpdateAccount

Relationship

InsertAccount

Relationship

LookupAccount

Profile

InsertAccountP

roduct

LookupContactExternal

ID

etc


22/35

Pu

shMode

PullM

ode

Pre-IntegratedwithSiebelCRM/OracleEBS

Supportdiversebusinessrequirements



22

AsynchronousorBatch,Nonintrusive

FastImplementation(overheadofmanagingonemore

applicationoutweighsthebenefitofindependent

customermaster

Com

plexITenvironmentwithlargenumberof

(specialized)applications.Turnin

goneofthese

app

licationsintoacustomermas

terisnotfeasible

forPoliticalreasons

Performancereasons


28/35

4

Operate&

Optimize

Deployinph

ases

Keepitsimp

leatfirstmanage

thechange

Maximizevalue

Reinvestinnewopportunities

Continuousimprovem

ent

Unders

tandcurrentstateof

busine

ss

Knowpainpoints

Determ

inefuturestateofbusiness

Develo

pMDMstrategy

Alignp

rojectgoalsw/

compa

nywideobjectives

lueStartFast&GainEarlyBe

nefits

ImplementMDMovertime



28

2

Startfast

Gainbenefitsearly

Imp

roveorganizational

proficiencies

Pro

vethesolutionworks

Obt

ainvaluablelessonslearned

Build

Foundation

3

Define,

Build,

Confirm

1

&Envision

Time

ppyessonsearne

Confirmand

validateprocesses,

flows,rules,

practices,etc.

Confirmand

validateproduction

environmentandoperations

V


29/35

Leadership

PolicyD

efinition

Compliance

Monitoringand

Enforcement

DataMana

gementGovernance

Centralexecutivele

adership

Enterprisesteeringcommittee

toarbitrateissuesa

ndenforce

therules

Coordinationandco

mpliance

Define&communicatedata

qualityexpectations

Establishpolicies,p

rocedures,

Forma

lizeaGovernanceFramework

Thekeyto

asuccessfulMDMimplementation



29

Planningand

Coordination

Executionand

Decision-Making

MasterData

tomaintainqualityd

ata

Identifyallbusiness

and

applicationstakeholdersacross

theenterprisedataowners

Conductauditandc

ontrol

Communicationand

change

management


30/35

UMBFinancialCorpo

ration

CUSTOMERPERSPECTIVE

Itiseasytomakefact-based

decision

swhenthefactsarerigh

tin

frontofyou.

ThatiswhatClientL

ink

does,Itputsthefactsinfrontofyou.

KevinKramer,

SeniorVicePresid

ent,

EnterpriseSales

COMPANYOV

ERVIEW

Oneofthela

rgestindependentbanksinAmerica

UMBoffersc

ompletebankingandrelatedfin

ancial

servicestobothindividualsandbusiness

customers

UMBsvision

istoberecognizedforthe

unparalleled

customerexperience

Over140bra

nchlocationsin8USStates

Employees:3,500associates

Assets:US$

8Billion

RESULT

S



30

CHALLENGES/OPPORTUNITIES

Multiplesour

cesofcustomerinformationand

multipleversionsofthetruth

Wantedaflexibleplatformonwhichtobuild

Aneedtoem

powertheirassociatestofulfillUMBs

mission:Tok

nowourcustomersandanticipate

theirneeds;advocateandadvise;innovatea

nd

surprise

SOLUTIONS

CustomerHu

b(UCM)

CustomerRe

lationshipManagement

TrilliumforDataQuality

ecreasen

eresearc

me

require

dforassociatestoquantify

thecustomerrelationship

Improv

edcrosssaleopportunit

ies

dueto

completecustomerview

Successfulblendingofnightlybatch

update

sandreal-timeintegratio

n

leverag

ingMQSeries


31/35

COMPANYOV

ERVIEW

ToyotaFinan

cialServices(TFS)isthefinance

andinsuranc

esubsidiaryofToyotaMotor

CorporationintheU.S.TFSisthe7thlargest

financecomp

anyintheUS

Industry:FinancialServices

Revenue:US

$1Billion

Customers:2

.1MillionintheUS


FinancingarmofToyotaMotorCorporation,

CUSTOMERPERSPECTIVE

Wesele

ctedSiebelCDIbecause

ofits

out-of-th

e-box,richcustomerma

ster

function

ality,

itsindustry-specific

best

practices,anditsabilitytointegrate

manydifferentapplications

ShaunC

oyne,VP&CIO

RESULT

S

Achieve360-dereeviewofthe

Toyota

FinancialServices



31

with10M+accounts

Needtoincre

aseloyaltywithbothdealersand

consumers

Customeraskforone-and-doneservice

experience

SOLUTIONS

CustomerHu

b(UCM)

AutomotiveC

aptiveFinance

customeracrossmultiplesystems

Enhan

cescustomerserviceat

alltouch

points

Deepe

ningcustomerloyalty

Compliancewithprivacyregulation

mandatedbyGramm-Leach-BlileyAct


32/35

COMPANYOVER

VIEW

TheHomeDepotwasfoundedin1978inAtlanta

,

Georgiaandhas

sincebecometheworld's

largesthomeimp

rovementretailer,operating

morethan1,800

storesacrossNorthAmerica

Industry:Retail

Employees:234

,000

Revenue:US$90Billion


Needtoprovideeverystorewithasingleviewof

RESULT

S

TheHomeDepot

CUSTOMERPERSPECTIVE

Inlessthan60days,

HomeDepotwas

convincedthatSiebelsCDIsolutionwasthe

onlysolutionthatcouldgivethem

asingle

viewoftheircustomers

LesRechan,

SeniorVP&GeneralManager,

Manufac

turingandDistribution



32

s

+cusomers

1,800storesacrosstheUS

Poorqualityofcustomerdata

Approxim

ately10Mduplicaterecords

SOLUTIONS

CustomerHub(U

CM)

CallCenter

OrderManagement

PartnerRelationshipManagement

Stream

linetheirclosed-loopm

arketing

andcomplexaccountmanagem

ent

processes

Achieveasingleviewofthecu

stomer

acrosstheenterprise

Reduc

ecustomerdatamanage

mentcosts

Solutionisfivetimescheaperandfaster

thanthecustom-builtalternative


33/35

Evangelize

Enablem

ent

Jointgo

tomarket

Co-deve

lopment

MDMP

artnerProg

ram



33


34/35

MDMP

artnersspecialoffer

.



34


35/35

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