USING DIGITAL TECHNOLOGY TO WIN

AND RETAIN CLIENTS IN FINANCIAL SERVICES

2

ABOUT PERFICIENT

Perficient is the leading digital transformation

consulting firm serving Global 2000 and enterprise

customers throughout North America.

With unparalleled information technology, management consulting,

and creative capabilities, Perficient and its Perficient Digital agency

deliver vision, execution, and value with outstanding digital

experience, business optimization, and industry solutions.

3

PERFICIENT PROFILEFounded in 1997

Public, NASDAQ: PRFT

2015 revenue $473.6 million

Major market locations:

Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga,

Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax,

Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis,

New York City, Northern California, Oxford (UK), Southern California,

St. Louis, Toronto

Global delivery centers in China and India

>2,800 colleagues

Dedicated solution practices

~90% repeat business rate

Alliance partnerships with major technology vendors

Multiple vendor/industry technology and growth awards

4

FINANCIAL SERVICES SOLUTIONS

Perficient helps leading multinational banks and top-tier financial services firms shape the future of finance through the

modernization of products, services, and processes. We deliver value with our deep business and technical expertise with

front-, middle- and back-office functions to reduce operational risk, lower operating costs, improve business efficiency and

productivity, enhance the customer experience, and refocus on growing market share.

Solutions

• Regulatory compliance and

risk management

• Client onboarding and

customer centricity

• Portal design and development

(B2B and B2C)

• Enterprise content management

• BPM templates and solution

accelerators

• Business intelligence, analytics,

and reporting

• Client data masters

• Retirement industry services

Consulting Services

• Business and technology

solution rationalization

• Architecture planning and

platform selection

• Program value and cost

management

• Business process improvement

• Usability testing and

user-centered design

• Quality management

• Business integration

55

ORACLE PLATINUM PARTNERPARTNERSHIP & EXPERIENCE

• Oracle Platinum Partner

• Oracle Certified Education Training Partner

• Nearly 20-year relationship

• Hundreds of successful implementations

• Cloud enablement

• Hardware and software reseller

• Professional consulting and implementation services

SOLUTION EXPERTISE

Dedicated Practices

• Oracle ERP

• Oracle BI

• Oracle EPM-Hyperion

• Oracle Technology (SOA/WC)

• Oracle CX-CRM

Industry Expertise

• Healthcare

• Financial Markets

• Retail & Consumer Markets

• Oil &Gas

• Life Sciences

6

FEATURED SPEAKER

Sheri Hastings, Solutions Architect

sheri.hastings@perficient.com

• 25+ years of experience with business-driven technologies that help

organizations operate more efficiently

• Specialize in Oracle Policy Administration and Oracle Service Cloud

implementations

• 500+ implementation projects

7

AGENDA

Current state in financial services

Overview of Service Cloud / Oracle Policy Automation

Uses cases

Features

Loan application use case

Live demonstration

Next steps

Q&A

8

CURRENT STATE IN

FINANCIAL SERVICES

99

TOP 6 PRIORITIES TO FUEL GROWTH• According to Gartner, growth is the number one priority

among senior-level executives in the financial services

industry.

• There are six priorities that financial institutions

(i.e., companies that sell products and solutions in

banking, securities, capital markets, asset management,

wealth management, insurance, and other segments)

must have in mind in order to spur and sustain growth:

1. Business Intelligence and Analytics

2. Digital

3. Cloud

4. Smart Machines

5. Technology Partnerships

6. Cybersecurity

10

ORACLE SERVICE CLOUD /

ORACLE POLICY ADMINISTRATION

1111

ORACLE SERVICE CLOUD AND OPA TOGETHER

• Helps you provide a consistent, cross-channel experience throughout the customer

lifecycle – supporting information-driven and collaborative sales and service

• Improve customer satisfaction, service quality, and reliability

• Improve loyalty and advocacy with tailored information

• Rules based needs analysis to drive demand across channel

• Customer 360-degree view including digital and social behavior; direct and indirect channel

1212

SAMPLE USE CASES

• Self-service applications and online forms

• Insurance quoting, underwriting and claims

• Adjudication

• Loan origination and pre-authorization

• Needs analysis

• Regulatory compliance

• Customer on-boarding

• Customer scoring

• Underwriting

• New business

• Complex calculations; rating, settlements and payouts

• Product recommendations

• Fraud detection

1313

SAMPLE FEATURES

• Content authoring

• Knowledge analytics

• Case management

• Web / social self-service

• Email support

• Live chat

• Co-browse

• Guided resolution

• Customer engagement

• Dynamic interviews

• Mobility

• Team collaboration

• Customer communication

• Unified agent desktop

14

LOAN APPLICATIONS

15

“Through further centralization and digitalization of our credit process

from application to approval to documentation, we will enhance data

collection and analysis, shorten the duration of the process, allowing

for us for an improved customer experience.”

- Ralph W. Babb, Chairman & CEO, Comerica

1616

WHAT IS IT?

Oracle Service Cloud and OPA can be used to help the potential loan customer understand their options,

while still saving time for the loan officer and optimizing loan throughput for the financial institution.

17

BENEFITS TO FINANCIAL INSTITUTIONS• Faster more accurate though-put: Queue high yield

loan applications for immediate processing. Saves

time spent on less qualified applicants

• Automatic alerts: Avoid mistakes related to

compliance and risk assessment

• Ability to survey users

• Ability to report/trend on applicants

• Future marketing opportunities

• Slice-and-dice data as needed for trending

• Knowing an individual applicant’s history

• Self-help for applicants

• Consistent answers

• Less time answering applicant questions

• More accurate application

18

BENEFITS TO LOAN APPLICANTS

• Immediate feedback on eligibility

• Save submittal fee if loan indicates

ineligible

• Know right away and save time

• Convenience: Application can be completed

anywhere, anytime

• Privacy: No need to without sharing personal

information over the phone or on paper hard copy

• No need to re-enter the same personal information

multiple times for different loan applications

• Online-assistance for each field just by hovering

over it

19

LIVE DEMO

20

NEXT STEP / QUICK START SOLUTIONS

• Customer Experience Assessment

o On-site interviews with key stakeholders

and end-user

o Map key customer journeys

• Synthesis & Analysis

• Estimate potential impact on investments &

results

• Recommendations

• Estimated duration for implementation: 3 weeks

• Estimated cost: $21,000

• Includes knowledge transfer

21

QUESTIONS(don’t hesitate to email sheri.hastings@perficient.com after the webinar)

2222

FOLLOW US ONLINE

• Perficient.com/SocialMedia

• Facebook.com/Perficient

• Twitter.com/Perficient_FS

• Blogs.perficient.com/financialservices

Guides:

• Top 6 Priorities to Fuel Growth in Financial

Services (Download)

• Building a Customer-Centric Model in

Financial Services (Download)

23

THANK YOU