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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. Presentation Agenda <Insert Picture Here> • Solution Objectives • Solution Description • Implementation Approach • Critical Success Factors • Business Benefits • Q&A
  • 3. Solution Objectives
  • 4. Allianz-Tiriac Business Objectives • 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
  • 5. Project Aims • 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 Challenges Components Centralization - users needed to check Maintenance of Customer several systems to retrieve customer Single Customer View Change Management Data across Systems Process Automation Customer Service data Reporting Customer Service information – history and tracking Limited end-user adoption of new applications Reporting capabilities
  • 6. Solution Description
  • 7. Oracle Response to Business Objectives 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
  • 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) • Business Intelligence. New CRM BI application in Allianz Tiriac. – Oracle BI (Standard Edition One) – Oracle BI Applications – 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 Oracle Project Manager Oracle Solution Arch. Allianz IT PM Allianz Business Oracle Business/ Allianz IT Oracle IT Analysis Team Functional Team Infrastructure - Infrastructure Integration & Integration & Data Data Migration Migration Allianz Analyst Oracle BI Analyst Oracle Technical Architect
  • 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