oracle e-banking solutions with a focus on generation y pal ribarics oracle financial services...
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Oracle e-banking solutions With a focus on Generation Y Pal Ribarics Oracle Financial Services Analytical SolutionProduct Manager
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Agenda
• Oracle as a Strategic Partner– Oracle Generation-Y Initiative
• Oracle CRM e-banking extensions– Real time decisions– Social media integration
• Case Study : Jibun Bank
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• 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
Generációs különbségek
Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall
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Next Generation Customers Have Arrived
• 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
The Next Generation Customers
• 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
• Financial novices
Characteristics
1 U.S. Census Bureau, International Database – December, 2009
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Capitalize On Oracle as Strategic Partner
Back Office
• Flexibility to customize products
• Products in partnership
• Relationship Pricing
• Faster time to market
• Reporting and compliance
Infrastructure
• Reporting and compliance
• Scalability to support growth
• High performance
• Green Infrastructure
Front Office
• Effective distribution network
• Faster response time
• Personalized services
• Multi channel reach
• Interaction outside the bank
Oracle FLEXCUBE Direct Banking
Siebel Branch Teller
Siebel CRM (+ social media)
Oracle FLEXCUBE
EXADATA V2
Oracle Financial Services Analytical Applications
Oracle Revenue Management and Billing
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Oracle CRM e-banking extensions Real Time Decisions
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“Intelligent personalization”RTD recommends ‘Next Best Activity’ across all channels
Email Newsletters
PDA Web
Call Center In Person
Kiosk / ATM
Web Mobile Web
LettersReceipts
RTD
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Business Process Optimization
Customer Interaction Process
Enterprise Information Model
RTDBusiness Rules &
Self-Learning Predictive Models
Inputs
Process data & context
Process decision point & feedback
• 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
RTD Powered Intelligent PersonalizationWhat Does it Do?
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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?”
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Oracle CRM e-banking extensions Social Media Integration
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The Challenge
Social Conversations aren’t tracked in Oracle apps
B2C Consumers are preferring social media over other channels, bypassing the contact center
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And more…
Social Media Analyticsand Integration PlatformSocial Media Analytics
and Integration Platform
Buzzient AnalyticsOracle CRMOn Demand
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
Buzzient transparently integrates into Oracle
CRM
©2010 Buzzient, Inc
Posts about problems, issues, sales interest,
product opinion, feedback, etc.
Buzzient Overview
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Jibun BankCase Study
Integration of Telecom & Finance
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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)
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Awards
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Jibun BankCurrent mobile banking situation
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Why people don’t use mobile banking (examples)
■ Troublesome screen operation
■ It seems somehow difficult to use.July 2007 Survey by Jibun Bank: N=3,720
Obstacles to mobile banking usage
Basic obstacles such as security concerns and poor
visibility/operability are highlighted.
■ Not many services/functions are available.
■ Security concerns in case the mobile phone is lost
■ Troublesome application procedures; No time for them■ The screen/font size is too small.
22Strictly Confidential
Over the counter at branch officesAlternative method
Mobile banking treated as a secondary channel to assist the over-the-counter & PC channels
ATM（ CD）
PC banking
Mobile banking
Alternative method
Alternative method
Starting status of mobile channel
Alternative to an
alternative to an
alternative...↓Its
inconvenience is only
“natural”.
Counterintuitive thinking =
“Mobile banking as the main channel”
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Jibun BankBusiness concept
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Mobile banking
Alternative method
Banking services using mobile phones as the “main channel”
PC banking
ATM (network)
Brand new banking services differentiated from the existing
mobile banking
Counterintuitive thinking
Alternative method
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Jibun BankPursuit of ease of understanding and usability
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• 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.
Commitment to the user interface
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Main Menu Jibun Bank transaction page
Go to the target page by a single click
One click
Initial placement on the launcher
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Monthly accounts Change in balanceTop page after login
Screen change by clicking a tabTypical traditional screen image
XX Bank Direct
AnnouncementBalance inquiryDeposit/withdrawal detailsMoney transferSpecial transfer
...
Banking expression “naturally” expected by
mobile phone users
Deposit/withdrawal details
Jibun Bankbook
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Jibun Bank“Mobile-specific” services
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Jibun Bankbook page
before opening an account
Easy quick account-opening process whenever & wherever
Enter personal information
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.
Quick account-opening
Data entry is minimized by using the existing subscriber information already registered for
the mobile phone.
It takes only 10-15 minutes up to this point
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Quick account-opening
Many of the back end processes managed outsideOutsorcing to best of breed players
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Transfer process is completed, just like sending an email.
Select a recipient from
the address bookEnter an amount/message Transfer completed
*The recipient receives a notification email when the money is transferred into their account.
Money transfer using a mobile phone number
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“The dollar/yen rate has reached your target!”
To forex saving account
To forex term deposit
When a specified rate is almost reached, an email is sent to the mobile phone.
Service leveraging the “whenever” nature of mobile phones
Service leveraging the “whenever” nature of mobile phones
“The dollar/yen rate has reached your target!”
“Mobile phone” taken to wherever, whenever
Constant “fluctuations in exchange rates”
Financial product (Foreign currency deposit)
Bar chart=Sales transaction(Left Y-axis) Line Graph= US$ rate change compared to previous day (Right Y-axis)
-100
-50
-
50
100
150
200
5/21
5/28
6/4
6/11
6/18
6/25
7/2
7/9
7/16
7/23
7/30
8/6
8/13
Buy/Sell Transactions (Million Yen)
← Foreign currency sales
Foreign currency purchase →
-2.0
-1.0
-
1.0
2.0
3.0
←Weak Yen ｜
Strong Yen→
FX rate change compared with
previous day (Yen)
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Easy operation & secured privacy
Easy operation & secured privacy
The application procedure is completed when information required for loan assessment is entered via the mobile phone. Then, the assessment starts immediately.
Data entry takes
about 10 minutes.
Assessment starts
■じぶんﾛｰﾝ
「じぶんﾛｰﾝ」の特徴• 24時間かんたんお申込み！• 指先ひとつでいつでもお借入れ！• プライバシーも安心
じぶんﾛｰﾝ商品概要•
ローンもケータイする時代
6 .5 ％～ 17.5 ％
いますぐお申込み
■じぶんﾛｰﾝ
じぶんﾛｰﾝってなに？
• ｹｰﾀｲだけですべて完了！•
•
ケータイするローン
6 .5 ％～ 17.5 ％[今すぐお申込み]
[じぶんﾛｰﾝ取引ﾒﾆｭｰへﾛｸ ｲ゙ﾝ ]
24時間お借入れは指先ひとつ！
ﾌ ﾗ゚ｲﾊ ｼ゙ｰも安心！幅広い借入枠！安心の金利！もちろん利用手数料は無料！
•
••
■じぶんﾛｰﾝ
「じぶんﾛｰﾝ」の特徴• 24時間かんたんお申込み！• 指先ひとつでいつでもお借入れ！• プライバシーも安心
じぶんﾛｰﾝ商品概要•
ローンもケータイする時代
6 .5 ％～ 17.5 ％
ローンもケータイする時代
6 .5 ％～ 17.5 ％
いますぐお申込み
■じぶんﾛｰﾝ
じぶんﾛｰﾝってなに？
• ｹｰﾀｲだけですべて完了！•
•
ケータイするローン
6 .5 ％～ 17.5 ％[今すぐお申込み]
[じぶんﾛｰﾝ取引ﾒﾆｭｰへﾛｸ ｲ゙ﾝ ]
24時間お借入れは指先ひとつ！
ﾌ ﾗ゚ｲﾊ ｼ゙ｰも安心！幅広い借入枠！安心の金利！もちろん利用手数料は無料！
•
••
Card loan
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.
The entire procedure from loan application to borrowing is completed by “using only a mobile phone”.
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Card loan
Many of the back end processes managed outsideOutsorcing to best of breed players
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Jibun BankSecurity – Coexistence with convenience
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Hardware Unique mobile subscriber number (linked to only one user) is used as the authentication key (via the au information link service).
Network Phishing/spoofing attacks are prevented through utilization of mobile phone network characteristics.
Security measures using mobile phone features
Software ATM-lock and PC-lock functions can be set from the mobile phone belonging to the subscriber.
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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.)
As an Internet bank, a special focus must be placed on complete and
proactive prevention.
During the transaction process (a water’s edge approach) The system checks for any suspicious transaction.
Prevention of fraudulent accounts & crimes
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Jibun BankStrategic IT utilization
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System configuration
Flexible coordination with external
systems
Wide range of transaction
channels
Introduction/operation
cases in and beyond Japan
Parameter-driven product design (for easy
customization)
J2EE-based Software
development for scalability
The flexibility of the system is guaranteed through coordination among various layers such as channels, front
office, back office, and external systems.
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