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CRM Solutions for Financial Services

February 2007

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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement

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1993 1995 1996 1997 1998 1999 2000 2001 2002 2003

500 4,000 20,000 60,000200,000

600,000

1 M

1.3 M

2.17 M

SiebelSystemsFounded

Enterprise-ClassSFA

Mobile SFA

IntegratedSales and Customer

Service

Integrated CRM

Industry-Specific CRM

MultichannelCRM

Best Practices

CRM

Analytics, Standards-Based Integration

CRMOn Demand

2004

3.0 M

CRM for Everyone, Enterprise BI

2005

5.0 M

Transformational CRM

Commitment to CRM Innovation…

5.6 M

2006

Customer-Centric CRM

170k 280k 350k 560k 750k 900k 1m+60k

Deployed Users in Financial Services

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• 75% of the TOP 50 Banks

• 70% of the TOP 10 Brokerage companies

• 70% of the TOP 10 Mutual Fund companies

• 80% of the TOP 6 Asset Management firms

• 500+ customers

• 1MM+ users in production today

• 150,000 users in top 10 bank deployments

• Key references across the globe

Source: Fortune & Siebel

Siebel is the Standard in Front Office Financial Services

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Enterprise Front Office Banking Deployments

CustomerProducts

Implemented

Finance, Sales, Referrals, Analytics, Call Center

Finance, Call Center, SmartScript, UCM

Finance, Call Center, CTI, SmartScript, Campaigns

Sales, Service, Call Center, Marketing

Sales, Service, Marketing

Finance, Sales, CC, Analytics

Finance, CC, Referrals, Analytics

Sales, Call Center, Service, Analytics

Finance, Call Center, Teller, Analytics, Marketing

Finance, Call Center, Briefings, SmartScript

Call Center, Sales, Service, Mortgage Origination

Call Center, Sales, Analytics, Service, eMail Response

Re

tail

Co

rp /

In

v

We

alt

h

Bra

nc

h

Ca

ll

Ce

nte

r

Co

mm

Sa

les

Fin

an

cia

lA

dv

iso

r

Inte

rne

t

Across multiple channels and lines of business

6

Challenges• Inconsistent Customer Experience• Business Model Complexity

• Technology Limitations The Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”

Strategic Priorities• Increase Market Share• Increase Revenue• Acquire New Customers• Enhance Value of Existing Customers

The CEO’s Agenda: “Growth is the Focus”*

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Ineffective selling tools lead to missed

cross-sell and up-sell opportunities

Inconsistent sales message across

channels

No personalized sales advice

Can’t match the right products to the

right customers

Limited sales reporting and analytical

tools

Increasing Sales EffectivenessEmployees Are Not Equipped with the Tools Needed to Increase Productivity

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Service agents lack the complete customer view necessary to provide superior service across channels

Agents fail to maximize the value of relationships due to separate sales and service platforms

Products are increasingly viewed as commodities

BrandEquity

Time

Product Differentiation

Service Differentiation

Improving Service Across ChannelsLack of Service Differentiation Hurts the Building of Brand Equity

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Increasing choices of financial products

and service providers

No differentiated service levels for most

profitable customers

Inconsistent sales strategy across

channels

Missed opportunities to sell additional

products and services

Inability to measure and track sales

referrals across multiple lines of business

Increasing Wallet Share to Drive Revenue To Build Long-Term Customer Value, Wallet Share Must Be Increased

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The quality of customer service is the single-most-important factor influencing customer retention.

An offer will not result in a sale if it is not preceded by an excellent service interaction.

An offer will not result in a sale if it is not targeted and personalized to the individual.

Sale

No Sale No Sale

No Sale

Poor Poor ServiceService

Excellent Excellent ServiceService

Targeted Targeted OfferOffer

Generic Generic OfferOffer

Improving Customer Retention & RevenueTurning Service Interactions Into Sales Opportunities

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Marketing/Loyalty

SFA

SelfService

PRM

IncentiveComp

Order Mgmt

eBilling

Call Center

FieldService

Oracle CRM – Transformational CRM

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Service Service ManagementManagement

Service Service ManagementManagement

• Real-time Balances• Account Details &

Transaction History• Contact & Opportunity

Management• Interaction History• Sales Offers

Opening / Opening / FulfillmentFulfillmentOpening / Opening / FulfillmentFulfillment

Consistent Customer Experience Across ChannelsConsistent Customer Experience Across Channels

Guided SellingGuided SellingGuided SellingGuided SellingSingle View Single View of Customerof CustomerSingle View Single View of Customerof Customer

• Cross-Sell/Up-sell• Customer Centric

Guided Sales Processes

• Customer Integration• Needs Analysis• Product Catalog• Product Features /

Benefits

• Multi-product applications

• Process driven• Data capture• Document fulfillment• Account Funding• Product Attribute

Management

• Financial Transaction Support

• Common Service Issue Management

Web Services

Customer-Centric Front-To-Back Office Solutions

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Marketing & Marketing & AnalyticsAnalytics SalesSales Account Account

OpeningOpening ServiceService Relationship Relationship ManagementManagement

Customer Segmentation

Needs Analysis Auto-Application CTI Integration Customer Profile

Customer Profitability, Product / Channel

UsageProduct Details

Multi-Product

ApplicationUniversal Queuing Shared Notes

Events Triggered Micro Campaigns

Product

Comparison

Customer & Product

Auto Data Population

Activity Plans Asset/Liability

Summary

ScorecardsProduct

Recommendations

Multi-Applicant

Support

Assignment

ManagerReferrals

Campaign Analytics Sales Scripting Application

Workflow (iHelp)

Pre-Built Service

Request TemplatesActivities

Executive AnalyticsCompetitor Information

Application

Activities

Financial

AccountsCalendar/Alerts

Call Center AnalyticsOpportunity

ManagementFulfillment

Balances &

Transaction HistoryBook of Clients

Sales & Service Analytics

Incentive CompensationTrailing Document

ManagementCorrespondence Account Team

Siebel Front Office Sales and ServiceSiebel Front Office Sales and Service

Siebel Front Office Sales and Service Functional Map

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SynchronizeSynchronizeSynchronizeSynchronize

• Modify Customer Information

• Changes in any application are transmitted to master data hub

Propagate Propagate UpdatesUpdates

Propagate Propagate UpdatesUpdates

Provide a Unified View of Customer InformationProvide a Unified View of Customer Information

Execute Execute SurvivorshipSurvivorship

Execute Execute SurvivorshipSurvivorship

Update Update CustomerCustomerUpdate Update

CustomerCustomer• Cleanse Data• Determine

Survivorship• Merge Records• Cross-Reference

Customers

• Determine relevant systems

• Send new account information

• Publish updates into customer data hub from core and back office systems

• Respond to master customer changes

Data QualityServices

OAS10g

WebServices

IntegrationServices

Core Systems

3rd Party Vendors

ISVPartners

SiebelCRM

CustomerData Hub

OracleERP

Integrating Customer Data for Single View of Customers / Dealers

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• Creates and maintains a unique, complete and accurate customer information across the enterprise

• Distributes customer information to all operational applications just in time

• MDM enables organizations to:

• Know your customers• Improve data quality• Utilize customer insight during all

customer interactions• Comply with privacy and regulatory

requirements• Reduce data management costs

Oracle Master Data Oracle Master Data Management Management

Oracle Master Data Oracle Master Data Management Management

Enabling a Single View of Customer Data

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Real-time Real-time DecisionsDecisionsReal-time Real-time DecisionsDecisions

• Interaction History• Customer Behavior• Segment Migration• Propensity to buy

ExecutiveExecutiveExecutiveExecutive

Pervasive Insight to Drive Business & Monitor Key Performance MetricsPervasive Insight to Drive Business & Monitor Key Performance Metrics

OperationalOperationalOperationalOperationalCustomerCustomerCustomerCustomer

• Performance Scorecards

• Operational Cost Analysis

• Bank Performance Analytics

• Line of Business Analytics

• Regional Analytics• Trends• KPI Monitoring

• Multi-channel Engine for Real Time Recommendations

• Retention Actions

Analytics ServerBI Dashboards

Databases

Data Warehouse

Pervasive Insight Across the Enterprise

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Oracle Business Intelligence provides:

Executives

Managers

Front-lineEmployees

Rapidly deployable FSI Analytic Applications:

220+ FSI Personalized interactive Dashboards

2000+ FSI Reports

2300+ FSI Metrics

Enterprise BI Solutions for:

Customer segmentation

Operational metric monitoring

Executive KPI tracking

Instant analysis through the Real-time Decision engine

Easy-to-use web based interface

Powerful ad-hoc analysis

Function-specific and role-based

Proactive intelligent alerts

Guided analytics capturing best practices

Insight provided in context with operational apps

Enabling CRM thru Real-time Intelligent Interactions

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Product SalesTrends

Referralstracking

HouseholdPenetration

ProductBundling

ProductPropensity

ProductProfitability

Call Reports

Customer Satisfaction

AttritionTrends

Customer PortalAnalytics

MaturityAnalysis

Events Triggering

BusinessPerformance

SalesPerformance

MarketingResults

ServiceEffectiveness

ProductTrends

AssetsValue

Churn Propensity

Customer Satisfaction

ResolutionRates

Service RepEffectiveness

ReferralsAnalysis

ServiceTrends

Balance Trend

Account Openings

Share ofWallet

DelinquencyAnalysis

HoldingsValue

FraudPrediction

Campaign Scorecard

ResponseRates

CustomerLifetime Value

ProductPropensity

LeadsAnalysis

Loyalty andAttrition

Balance Balance AnalysisAnalysis

AccountsAccounts

ScoreScoreCardsCards

ComplianceCompliance FraudFraud TransactionTransaction ProfitabilityProfitability CreditCredit RiskRisk

ServiceService MarketingMarketing RelationshipRelationship Product & Product & SalesSales ExecutiveExecutive

Oracle Banking Analytic ApplicationsOracle Banking Analytic Applications

Oracle Business Intelligence

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AnalyzeAnalyzeAnalyzeAnalyze

• Define Customer Segments

• Slice & Dice Segmentation Data to Refine Queries

ExecuteExecuteExecuteExecute

Plan, Execute and Measure Multi-Channel Marketing CampaignsPlan, Execute and Measure Multi-Channel Marketing Campaigns

CreateCreateCreateCreateSegmentSegmentSegmentSegment

• Design Multi-Stage Campaign

• Attach Offers to Campaigns

• Test Campaigns• Assign Channels

• Initiate Campaign Waves

• Monitor Campaign Progress

• Adjust Campaigns• Review Campaign

Calendar

• Review Campaign Effectiveness

• Monitor Results in Real-time

• Evaluate Offers• Compare Campaigns

Mass MarketingCustomer

Management

Brand & Product Management

Strategy and Planning

Customer Insight

Channel

Marketing

Direct & Online

Alignment & Integration

End to End Enterprise Marketing

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• Best-in-class marketing solution that aligns and optimizes corporate and branch marketing

• Complete end-to-end solution that links strategy and planning with execution and measurement

• Coordinated communications across channels and collaborative execution with branches and relationship managers

• Fusion of insight and action for accelerated campaign execution and intelligent offer recommendations

• Tightly integrated with channels including call center, branches, field, and partners for superior customer experience and closed-loop execution

• Open, massively scalable architecture that leverages existing data stores

Siebel Enterprise Marketing SuiteSiebel Enterprise Marketing SuiteSiebel Enterprise Marketing SuiteSiebel Enterprise Marketing Suite

Complete Platform For Relationship Marketing

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Planning & Planning & Resource Resource

ManagementManagement

Customer Customer Analytics & Analytics &

ManagementManagement

CampaignCampaignManagementManagement

Email &Email &Web MarketingWeb Marketing

EventEventManagementManagement

Response Response & Lead& Lead

ManagementManagement

LoyaltyLoyaltyManagementManagement

Measurement/Measurement/ReportingReporting

Initiative/ ProgramPlanning

CustomerProfiling

Campaign Planning & Activity

Mgmt

Content TemplateManagement

Event Planning & Budgeting

Multi-channelResponse Capture

ProgramDefinition & Management

Pre-builtAnalyticContent

BudgetingManagement

Customer BehaviorAnalysis

Segmentation &Targeting

Content Personalization

Session Management

ResponseFulfillment

TierManagement

Role-BasedDashboards

Purchase Orders/

Expense Mgmt

Product Affinity/Market Basket

Analysis

ListManagement

Dynamic Content/eNewsletters

Activity & Staff Management

Lead Scoring &Prioritizing

PromotionsManagement

Real TimeTracking &

Alerting

Market Development

Funds

Customer Value/Profitability

OfferManagement

Web Forms/SurveysVendor & Venue

ManagementLead Assignment

MembershipEnrollment &Management

Planning and Financial Analysis

MarketingCalendar

DataMining

MultistageDialogue Design

High Volume Email Sending

Registration &Payment

Processing

Dynamic CallScripts

PointsAccrual &

Redemption

Campaign ROI & Effectiveness

ContentManagement

Customer Surveys

Trigger BasedMarketing

Intelligent Bounce Handling

Wait ListProcessing

Lead QualificationTransaction &Tiers Engine

EventPerformance

PricingManagement

Customer Preferences/Privacy Mgmt

Real-timeMarketing

Click-Through Tracking

AttendeeTracking

Lead Conversion/Opportunity

Management

Member & Partner Portal

Brand/Product

Performance

Approvals/Workflow

Management

Contact Frequency

Governance

Multi-channel Execution &

Tracking

Opt-In/Opt-OutManagement

Measurement& Reporting

ConversionTracking

LoyaltyPerformance

Channel/Partner

Performance

Siebel Enterprise Marketing PlatformSiebel Enterprise Marketing Platform

Siebel Enterprise Marketing Suite Functional Map

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Delivers superior business results• No upfront costs • Intuitive user interface drives user

adoption• Rapidly adapts to business changes

Comprehensive on-demand CRM• Sales, marketing and service• Pre-built FSI solutions• Tightly integrated ‘virtual’ contact

center• World-class analytics and pre-built

data warehouse

Proven CRM and on-demand expertise

• 12+ years of CRM experience• Proven best practices and services

to ensure CRM success• Industry leader in on-demand

solutions with over 1.7 million on-demand users

Accelerate Time to Value–Maximize Business Results

Siebel CRM On DemandMost Complete Hosted CRM Solution

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Interoperable Deployment Options

Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions

On Demand On Premise

Hybridseamless integration

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Fully Integrated Front to Back SolutionComponent based, delivered on Services Oriented Architecture

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Q3 2002 Spring 2004 Spring 2005

Siebel 7.5

• Best Practice Business Processes

• Web Services Support

• Performance Enhancements

• Unicode Support

Innovative Industry Functionality

Deeper CRM, Analytics

World Class Marketing

Continued TCO Improvements

Continued Usability and Performance Improvements

Siebel 7.7 Siebel 7.8 Siebel 8.0

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

2007

Siebel 8.x

Product Bundling

Group Visibility

Usability Enhancements

Deeper Microsoft Outlook Integration

Claims Integration to 3rd parties, Financial Packages

Distribution Mgmt – Territory Mgmt, Integration

Deeper Claims Analytics

Data Mining / Claims Fraud

Financial Services CRM Roadmap

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Q&AOracle in Financial Services

4 of the top 5 Mutual Fund companies use

Oracle Applications to run their business

10 of the top 10 global Banks use Oracle Applications to run their business

4 of the top 5 World Stock Exchanges use

Oracle Applications to run their business

20 of the top 20 Fortune-500 Insurance companies use Oracle Applications to run their business

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Appendix

• Oracle Business Intelligence Drilldown

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Oracle BI Suite Enterprise EditionUnified Business Intelligence Infrastructure

Ad-hoc Analysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting & Publishing

Interactive Dashboards

DisconnectedAnalytics

OracleBI Server

OLTP & ODSSystems

Data WarehouseData Mart

SAP, OraclePeopleSoft, Siebel,

Custom Apps

FilesExcelXML

BusinessProcess

Multidimensional Calculation and Integration Engine

Intelligent Caching Services

Enterprise Business Model and Abstraction Layer

Intelligent Request Generation and Optimized Data Access Services

WebServices

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PackagedPackagedETL MapsETL Maps

UniversalUniversalAdaptersAdapters

IVR, ACD, CTIIVR, ACD, CTIHyperionHyperionMS ExcelMS Excel

Other Data SourcesOther Data Sources

Ad-hoc Analysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting & Publishing

Interactive Dashboards

DisconnectedAnalytics

WebServices

Oracle BI Applications

SalesService &Contact Center

Marketing

Order Management& Fulfillment

Supply Chain

FinancialsHuman

Resources

Oracle BI ApplicationsMulti-source Analytic Apps Built on BI Suite EE

Oracle BI Apps built on

Oracle BI EE Suite• Prebuilt Hierarchies, Drill Paths, Security, dashboards, reports

• Common Enterprise Information Model

• Based on industry and analytic best practices

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Oracle BI ApplicationsMulti-Source Analytics with Single Architecture

Travel& TransTravel

& TransAutoAuto Comms& MediaComms& Media

ComplexMfg

ComplexMfg

ConsumerSector

ConsumerSector EnergyEnergy Financial

ServicesFinancialServices

HighTechHighTech

Insurance& Health

Insurance& Health

LifeSciences

LifeSciences

Public SectorPublic Sector

Other Operational & Analytic Sources

Oracle BI Suite Enterprise Edition

Prebuilt adapters:

Sales MarketingOrder

Management& Fulfillment

Supply Chain

FinancialsHuman

Resources

PipelineAnalysis

TriangulatedForecasting

Sales Team Effectiveness

Up-sell / Cross-sell

Cycle TimeAnalysis

Lead Conversion

Employee Productivity

Compensation Analysis

HR Compliance Reporting

WorkforceProfile

TurnoverTrends

Return on Human Capital

A/R & A/PAnalysis

GL / BalanceSheet Analysis

Customer & ProductProfitability

P&L Analysis

ExpenseManagement

Cash FlowAnalysis

Supplier Performance

Spend Analysis

Procurement Cycle Times

Inventory Availability

EmployeeExpenses

BOM Analysis

OrderLinearity

Ordersvs. Available

Inventory

Cycle TimeAnalysis

BacklogAnalysis

FulfillmentStatus

CustomerReceivables

Campaign Scorecard

Response Rates

Product Propensity

Loyalty andAttrition

Market Basket Analysis

Campaign ROI

Service &Contact Center

Churn Propensity

Customer Satisfaction

ResolutionRates

Service RepEffectiveness

Service CostAnalysis

ServiceTrends

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• Embedded in CRM transactional system, within a dashboard view

Deeply Integrated into Siebel CRMAnalytics dashboards within screens

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Deeply Integrated into Siebel CRMAction links between Analytics reports and Siebel screens

• Direct navigation from record to transactional while maintaining context

• Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet

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• Embedded in CRM transactional system–Analytics results within a transactional applet–Contextually filtered results to record that is in view

Deeply Integrated into Siebel CRMEmbedded Contextual Analytics with Siebel 8.0

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Sales AnalyticsComplete solution for entire sales cycle

Sales AnalyticsAnalyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. Understand which competitors are faced most often and how to win against them.

Usage Accelerator Analytics OptionAdd-on to Sales Analytics empowers front line managers with the information needed to effectively manage their team’s usage. Removes the ambiguity and focuses users on the information they need to maintain.

…add Oracle Order Management Analytics for complete Contact to Cash

Order Management AnalyticsFoundation application module that provides insight into critical Order Management business processes and key information, including Orders, Invoices, G/L Revenue, sales effectiveness and customer scorecards.

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Service Analytics

Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business

Service AnalyticsComplete solution for entire service lifecycle

…add Oracle Contact Center Telephony Analytics for complete insight

Contact Center Telephony

Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis

Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.

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Objective Improve quality of service delivered to institutional

clients Eliminate manual analysis of contact center

performance vs. targets (2-3 days/mo)

Solution Siebel Service Analytics to provide actionable

intelligence for 1,900 employees across contact center and management

Siebel Business Analytics to bring together information from switch, call center application, customer portfolio and 3rd satisfaction scores

Results Pin point trends and take action to improve quality

of service for institutional clients Measure service performance & take corrective

action where needed Improve workforce performance in

contact center

Oracle BI Applications Service Analytics at Putnam Investments

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Marketing AnalyticsComplete solution for entire marketing organization

Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities

Campaign Analytics - Provides Campaign Results data by Offer, Segment, Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals

Customer Analytics - Provides product affinity, market basket and next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities.

Event Analytics - Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics.

Marketing Planning Analytics

Marketing Analytics

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Objective Improve customer profitability by analyzing

individual broker's business and drive cross-selling, up-selling and retention

Minimize customer attrition and maximize share of wallet

Solution Deployed Book of Business Dashboard to analyze

agent’s business Intelligence across multiple data sources to

improve customer insight and segmentation Additional solutions deployed include Campaign

Management and Orphan Management dashboards

Results Significant increase in cross-sell and up-sell rates

and retained assets Re-connection with high value “orphaned” accounts

and successful win-back programs Greater marketing ROI, triggered by alerts

monitoring customer events

“Using Siebel Business Analytics and Siebel Marketing allows us to

determine which products should be offered to a customer based on sophisticated analysis of that

customer’s profile. As a result, each customer gets less but more clearly

targeted offers.”

–Sharon Sibigtroth, Managing Director of AXA Financial

Oracle BI Applications Improving Customer Retention at AXA Financial

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Oracle BI Apps Pricing/Packaging Model

Oracle BI Suite EE

Content

SalesAnalytics

ServiceAnalytics

MarketingAnalytics

SupplyChain

Analytics

FinanceAnalytics

WorkforceAnalytics

BI Apps ConsumerBI Apps

Observer

Informatica OEM PowerCenter ETL Server

Siebel Adapter (packages support for 6.3, 7.5, 7.7, 7.8)

1. Required Technology Infrastructure (Prerequisite to Analytic Apps)

2. Prerequisite ETL Server and Adapters

3. Per User Fees

4. Application Content Modules