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Customer Loyalty - BPM
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www.FSOkx.com
Speakers
Anant Gupta
VP BPM Practice
Prolifics
Scott Simmons
Banking Solutions
Architect- BPM
IBM
Padelford Louis Lattimer
Founding Member
TurtleBay Advisory Services (TBAS)
Sponsored by
Prolifics at a Glance
2
W h o A r e W e ?
S t a b i l i t y, L o n g e v i t y & G r o w t h S o l u t i o n L e a d e r s h i p
Off-Shore Development Center
Hyderabad, India
Application Testing
Santa Clara, CA USA
A Corporate Group of 1000 Employees Worldwide specializing in the expert delivery of end-to-end IBM Solutions
New York Boston Philadelphia Washington DC
Orlando San Francisco London Hamburg
Over 30 years in business, Prolifics is an end-to-end systems integrator specializing in IBM technologies
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2004 2005 2006 2007 2008 2009 2010 2011Gro
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even
ue (
millio
ns)
SINGLE MISSION Solving business problems with domain expertise and technology solutions by providing expert consulting services and high-value technology enablers
END-TO-END SERVICES – FROM THOUGHT TO FINISH Services across the full project lifecycle including advisory services, architecture, requirements, analysis, design, development, testing, training, support, and system administration
Age of the Customer
• Information asymmetry is greatly reduced
Information age is over ?
Collaborative consumption is fast becoming the norm
Customer touch-points have increased dramatically
Barriers to switching – constantly eroding
Sales Optimization & Customer Loyalty
• Who are our customers ?
• Who are our best customers ?
• Who are dis-satisfied / likely to leave ?
Do we understand our customer
Do we understand our customers articulated or un-articulated needs ?
Do all customer touch-points have access to the same information ?
Do we know who are our potential customers ?
Do we know where Sales and marketing $ are being spent ?
Making Insight Operationally Actionable
Monetizing the insight is what organizations have strived for
Traditional year end “thank you” is not enough
Using the insight to make every interaction more relevant and personalized
Gain insight quickly – react dynamically
Tracking and measuring operational gains
Approach to Making Insight Actionable
Extensive Data Analysis
Extracting Business Insights (Patterns, Hypothesis, Models)
Formulating multiple tactical strategies
Prescribing the most effective strategy to implement
Business Process Assessment
Establishing linkage between strategy and business processes
Improving alignment between strategy and process
Mass customization at the moment of truth
Operationalize and Automate decision making
Maintenance to sustain the advantage
Offerings from Prolifics
Free discovery session
- Explanation of the offerings
- Explanation of the Unique IP
Business insight phase for customer
loyalty or sales optimization
- Fixed Price
Implementation / Operationalization
Phase
The Relationship between BPM, Decision Services and
Analytics
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Operational Decision Management Analytical Decision Management
Business Processes, Applications & Solutions
Decision
Services
Business
Rules & Events
Predictive Analytics
& Optimization
Internal & External Data
Policy
Regulation
Best Practices
Know-how
Risk
Clustering
Segmentation
Propensity
Scenario Analysis
& Simulation
BPM and Analytics – Banking Scenarios
Competition Competition
Price, terms and conditions, competitive
blocking, market share growth imperatives,
channel arbitrage
Compliance Compliance
KYC/AML, Do not call/solicit, CARD Act, Dodd-
Frank Act, Consumer Protection Act, Section
615(h) of Fair Credit Reporting Act (FCRA),
Basel II & III, Solvency II
Customer
Opportunity
Customer Opportunity
Acquisition, retention, lifetime value, share of
wallet, propensity to buy, product/ service
affinity, household analysis, real time context
Risk & Cost
Risk & cost
Credit worthiness, professional/ geo/ business
risk segment, net landed cost, product/ service
availability, occupancy rate, yield management
Pricing Promotion
Revenue Mgt Catalogue Mgt Cross/up-sell
Packaging Offers
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NA Multi-national Bank: Up-sell/Cross-sell with BPM and
Analytics
© 2011 IBM Corporation
Offer
Identification &
Scoring
Offer Allocation
Offer Eligibility
Offer Creation
Customer
Segmentation
Offer Arbitration
Channel delivery &
Integration
Measure Offer
Effectiveness
Predicative Analytics
BPM/
Marketing
Processes
BRMS/
Decision Services
Offer Assessment &
Pricing
Reports
Country/Region
Consumer Data
(mdb/xls)
DataSubmission
ReconcileDash
boardsRISK
Data Stewardship
Operations
ReportingAutomation Transform/Load
Risk ODS COGNOS
Services – Business and Technical
In-BoxEntitlement/
Authorizations
ContentStore
EntitlementsDatabase
In-Box/Task Mgmt
Credit Data
Risk Management Master Processes
Data Approval
Aggregation Svc Scheduling Svc In Box Svc Entitlement Svc Reporting SvcException Svc
Process Layer
Finance Data
Analytics
US Multi-national Bank: BASEL Risk Solution Architecture
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European Bank: FATCA Payment Processing
** FATCA – Foreign Account Tax Compliance Act
Payment Initiation
Payment Process (BPM)
Rules Predicative Analytics
Payment
Assessment FATCA
Assessment
Payment
Calculation
FATCA Review
Submit
Withholding
Validation Qualification
FATCA
Classification
Model
Rules
Calculate
Withholding
Fast
Track
1. Fast Track
2. Use Assessor True /
False
Payment
Value
Assess
FATCA
Analysis
Assess
Classification
Rules
optional
True /
False
Customer
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