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3. oracle day crm_azt_v3_0

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  • 1. ORACLE DAY 2010 Single Customer View Project - Allianz -Tiriac Adriana Ohanisian – Customer Care Manager Allianz-Tiriac Gabriela Repede – Project Manager Oracle
  • 2. <Insert Picture Here> Presentation Agenda • Solution Objectives • Solution Description • Implementation Approach • Critical Success Factors • Business Benefits • Q&A
  • 3. Solution Objectives
  • 4. • Use a central point for viewing Account & Contacts • Improved management of Customer Service activities • Improve data quality • Offer a central point for viewing Claims and Policies • Achieve higher customer satisfaction via automation of Customer Service tasks, creation of alerts, reminders etc • Increase reporting capabilities with Service Analytics and reports for Data Quality Campaigns • To align business needs and information systems to meet business challenges and secure business survival Allianz-Tiriac Business Objectives
  • 5. • To construct one single integrated customer view • To increase quality of Customer Service activities • To optimize performance of Customer Service activities • To allow service agents in Allianz-Tiriac to solve customer problems in a highly efficient and effective manner Reporting capabilities Limited end-user adoption of new applications Centralization - users needed to check several systems to retrieve customer data CustomerService SingleCustomerView MaintenanceofCustomer DataacrossSystems Challenges Components Customer Service information – history and tracking Project Aims ProcessAutomation Reporting ChangeManagement
  • 6. Solution Description
  • 7. Oracle‘s response to the business aims and objectives was Single Customer View, an application based on Siebel Financial Services and Oracle BI Apps. Improved Service Delivery was reached through a consolidated desktop around 3 key dimensions: • Improved Customer Identification  Store Complete Profile Information Required to Identify Caller – Policyholders, Vendors, Agents/Brokers etc.  Automatic Screen Pops & 360º View of the Contact  Log Customer Interactions to Comply with Regulations • Multi-channel Service Delivery  Customer Communication via inbound and outbound email is tracked in Siebel, complete picture of the customer interaction is available • Enterprise Analytics & Reporting  Near Real-time Analytics on Service Levels Oracle Response to Business Objectives
  • 8. SCV Solution Scope
  • 9. SCV Technical Architecture
  • 10. SCV Applications The SCV solution consists of the following applications: • Customer Relationship Management. New CRM application in Allianz Tiriac. – Siebel Financial Services (Professional Edition) 8.1.1.1 • Business Intelligence. New CRM BI application in Allianz Tiriac. – Oracle BI (Standard Edition One) 10.1.3.4.1. – Oracle BI Applications 7.9.6.1. – Informatica Powercenter 8.6.1. These Oracle applications communicate with the following legacy systems: • AZT. Existing Allianz Tiriac Non-Life (Customers, Policies, Claims) core system. • Opus. Existing Allianz Tiriac Life (Customers, Policies, Claims) core system. • NPS. Existing Allianz Tiriac Customer Survey system. • Exchange Server. Existing Allianz Tiriac email server. • ADSI. Existing service which provides directory access functionality and authentication.
  • 11. Implementation Approach
  • 12. Project Methodology • Oracle used Results Roadmap Methodology, an accelerated project implementation methodology part of the Oracle Unified Method. • The Oracle Results Roadmap is comprised of activities logically grouped into six distinct stages :  Define – generally now are set the organization and administrative grounds of the project  Discovery - aimed to analyze in depth, prioritize and refine functional and technical requirements in order to meet the business goals.  Design - aimed to design the solution, using application screen flows and design layouts to map the requirements developed in the Discovery stage and defined the specific Siebel customization.  Configure/Develop - aimed to configure the application, develop any required extensions, and external interfaces to support the system.  Validate - aimed to execute a full integration test of the application data and then perform the User Acceptance Test.  Deploy - aimed to rollout the system with gradual approach Project Facts Project duration: 6 months Number of Oracle resources: 8 Number of Allianz-Tiriac Resources: ~10
  • 13. Project Organization Chart Allianz Stakeholders Oracle Steering Committee Membership Allianz Business PM Allianz IT PM Oracle Project Manager Oracle Solution Arch. Oracle Business/ Functional Team Allianz Business Analysis Team Oracle IT Infrastructure Integration & Data Migration Allianz IT Infrastructure - Integration & Data Migration Oracle Technical Architect Oracle BI AnalystAllianz Analyst
  • 14. Critical Success Factors
  • 15. Critical Success Factors  Clear and stable business goals were set;  Need for Change Management was well understood: successful user adoption was an outcome of sustained management efforts to promote the inherent process changes;  Executive support was granted up front;  Strong involvement of the business users and stakeholders throughout the entire project lifecycle;  Strong systems integration component was promoted and implemented to assure smooth data flow between systems;  Dedicated Customer IT team and IT project owner were the key to a successful integration component and systems readiness;  Heavy end-user testing was performed for a fool-proof solution;  Project progress was constantly measured, monitored and tracked.
  • 16. Business Benefits
  • 17. Business Benefits  Single point of reference for customer data, facilitating improved customer communication strategies.  Improved data quality.  Simplified and more efficient Customer Care processes thanks to the utilization of one single platform for all day-to-day activities.  Enhanced control and tracking of all Customer Care activities, facilitating the extraction and implementation of performance indicators.  Time necessary to perform end-user training decreased.  Customer data is accessed from one application only, which has in place standard data access mechanisms, securing that customer sensitive data is not viewed by non-authorized users.  Customer communication through multiple channels is tracked in one single application.
  • 18. Q&A