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Prolifics fsokx bpm webinar

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Customer Loyalty - BPM

Customer Loyalty - BPM

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  • 1. 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
  • 2. 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 $0 $20 $40 $60 $80 $100 2004 2005 2006 2007 2008 2009 2010 2011 GrossRevenue(millions)  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
  • 3. 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
  • 4. 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 ?
  • 5. 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
  • 6. 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
  • 7. 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
  • 8. The Relationship between BPM, Decision Services and Analytics 8 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
  • 9. 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
  • 10. 10 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
  • 11. Reports Country/ Region Consumer Data (mdb/xls) Data Submission Reconcile Dash boards RISK Data Stewardship Operations ReportingAutomation Transform/Load Risk ODS COGNOS Services – Business and Technical In-Box Entitlement/ Authorizations Content Store Entitlements Database 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 11
  • 12. 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 12

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