Oracle CRM Case Management

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Event: Oracle Day Estonia 2012
Date: 8.03.2012
Country: ESTONIA
Speaker: Koit Puusaag (Oracle)

Published in: Technology, Business

Oracle CRM Case Management

  1. 1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  2. 2. Oracle Siebel Case Management Name: Koit Puusaag Title: Master Principal Consultant, ECEMEA2 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  3. 3. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing3 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  4. 4. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing4 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  5. 5. What We’ve Been Hearing • Massive increase in demand • Overwhelming case loads • Significantly reduced budgets for services • Constantly changing legislation and policies • Must enable better long-term outcomes5 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  6. 6. Case Management Issues • Siloed program infrastructure • Inflexible legacy environments • Expensive and disparate custom systems Online Call Center In Person Government Office Unemployment Insurance Housing Assistance Food Programs Child Welfare6 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  7. 7. Siebel CRM Delivering Leadership, Innovation and Results • Siebel Sales and Service – Speed sales cycles and improve selling performance across the organization • Siebel Enterprise Marketing Suite – Increase customer loyalty & improve marketing effectiveness Marketing/ Loyalty • Siebel Contact Center Incentive SFA Comp – Deliver great customer experience, improve efficiency and drive PRM Call profitability Center CM • Siebel Self-Service Order Field Mgmt – Empower customers to help Service themselves Self eBilling Service • Siebel Business Analytics Applications – Grow revenues by creating deep business insight into customer preferences 7 7© 2008 Oracle Copyright © 2011, – Proprietary and Confidential Corporation Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7
  8. 8. Oracle Siebel CRM – Proactive CRM8 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  9. 9. The Case Management Lifecycle Something Gather Make Gain Case Happens Information Decisions Approvals ClosureIncident Incident Details Route Tasks Plans routed to Next stage inCrime Suspect Description Assign team Management Justice chain Leads Plan follow up For Review and - Arrest Suspect Evidence actions Approval - ProsecutionApplication Applicant Details Assess Eligibility Review & approve Make Payment- Benefit Claim Details And Entitlement or reject award Deliver Service- Service Application Details Decide Award of Create Document- Residency Service or benefit 9 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  10. 10. Unified Case Management with Siebel Enable Intelligent and Rapid Outcome Common Info Secure Repository Access Case Analytics Service Delivery Options Self-Service Call Center Field Service Automated Workflow and Task Support Case Case Referral / Route / Assess & Fulfill /Initiation Inquiry Process Review Notify Resolution Campaign / Event Mgmt Quote / Order Mgmt • Enable a single view of the case, client or suspect across departments • Convert manual processes with automated, streamlined workflow • Analyze key processes to improve effectiveness and improve outcomes 10 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  11. 11. Core CRM as Central Data Repository Provide a single repository of information built around the individual and accessible regardless of internal organization Transform data into actionable information by providing the right information to the right person at the right time Extend understanding throughout the enterprise thus enabling all functional areas to make informed, decisions based on accurate data11 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  12. 12. Transform Delivery of Customer Services Oracle|Siebel Integrated Customer Service & Case ManagementCall Center Social Services Client Identification Workforce Services Intelligent routing Customer Health services Problem resolution & Service ImmigrationescalationWeb Self Justice & PublicService SafetyOnline benefits access EnforcementProblem reporting FraudProblem resolution Anti-terrorism Case ManagementEmail Tax & Revenue Auto-acknowledge Tax Routing Customs International Trade Assisted response 12 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  13. 13. Provide Service When and How theCustomer Wants It• Extend contact center to include phone, email, and chat• Enable the customers to help themselves with self-service• Provide 24 x 7 access to information and support via self-service and a flexible workforce13 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  14. 14. Audit • Maintains audit trail of records even read by users – Only records that were ‘hit’ by users • Easy to use administration14 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  15. 15. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing15 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  16. 16. Different Types of Case Management Benefits Case Management – a Workflow-Driven Process Receive Validate Schedule Interview Review Adjudicate Close Application/ Data Interview Applicant Evidence Case Case Fee Investigative Case Management – A situational and iterative Process Record Assign & Track Administer Case: Open Internal Referral/ Leads Detain, Prosecute, Case Coordination Lead In a Case Update Case Resolution Internal Search Conduct Surveillance, Across Disparate Investigation, Gather Evidence Systems Interviews, etc Track Agent/Officer Assignments Track Status of Seized Property Record Investigative ResultsPUBLIC SECTOR Oracle and/or its affiliates. All rights 16 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  17. 17. Siebel Investigative Case Management Reduces Administrative Time for Front Line Personnel Lead Management Evidence Management Incident Management • Track all forms of Evidence & provide • Use as a secure collaboration tool, • Capture complete law enforcement secure visibility to all parts of the natively tied to a case information on external events organization • Route to the right resource for • Convert to case & spawn requests • Tie to “hard” assets followup & view as part of the for service parent case Offenses Locations Subjects Enter and track all crimes that the Track specific locations using GPS Track individuals whose names are perpetrators allegedly committed as coordinates or community nicknames unknown, but statistics are known part of the incident (“assault”) (“the old mill”) (“john doe”) Offenders Circumstances Suspects Track the “soft” issues or aggravating Track known perpetrators of Contextual to a case, track all factors that surround a case criminal offenses suspects (“alcoholism”) Identities Arrests Victims Track arrests made in the course of Track multiple aliases of Track victims in the context of an incident investigation. individuals in the system offenses or incidents Arrests are tied to individuals. Analytical Reporting and ControlPUBLIC SECTOR Oracle and/or its affiliates. All rights 17 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  18. 18. People Management Vision of the Individuals Environment – Vision of relationships with other people • Family environment • Agents assigned • Groups associated – Management of gangs and group of people – Integration with applications detecting hidden relationships such as VisualSearch of Intetek or i2 – Integration with biometric identification systems such as DaonPUBLIC SECTOR Oracle and/or its affiliates. All rights 18 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  19. 19. People Management Management of Identities and Stays – Identification Management • Passports, Visas ... – Management of Stays • Locations, dates, expiration of permits workflows – Identity Management • Different identities associated to the same ContactPUBLIC SECTOR Oracle and/or its affiliates. All rights 19 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  20. 20. Incident Management Consistent Incident Capture and Reporting – Integrated Offense & Arrest Tracking • Ensure consistency across all incident data capture • Categorize information in pre-built datamodel for ongoing reporting • Integrate incident management into case management and citizen service processes – Victim and Circumstance Tracking • Clear view of the roles of individuals in a case • Record additional information on context • Capture victim injuries, property and schedule follow-up with integrated Service Requests – Subject & Suspect Tracking • Track information about suspects where identify information is not known • Easily match to existing recordsPUBLIC SECTOR Oracle and/or its affiliates. All rights 20 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  21. 21. Case Management Control of Approval Processes Approvals Inbox – Approval process with templates • Focus on the most urgent cases • Shortens the "stagnation" of cases • It reinforces the standard processes Create Submit – Defining hierarchical approval Case Case chain • Flexible definition that reduces downtime Approval Template • Avoid self-approval • Suitable for various entities Approve Approver such as research, testing, files Case InboxPUBLIC SECTOR Oracle and/or its affiliates. All rights 21 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  22. 22. Social Services Case Management Ensure Clients Receive the Right Entitlements • Deliver client self-service • Automatically assess changes in circumstances • Manage changing policy rules source copy source executable document in natural legislation or material, paste language which business users policy into Word, can understand and modify markupPUBLIC SECTOR Oracle and/or its affiliates. All rights 22 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  23. 23. Social Services Case Management Deliver Supportive and Protective Family Services • Conduct welfare risk assessments • Design service plans • Manage cases and address allegationsPUBLIC SECTOR Oracle and/or its affiliates. All rights 23 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  24. 24. Social Services Case Management Manage Supporting Partner and Provider Ecosystem • Refer cases to providers • Administer service providers referrals • Tracks assessments and success ratesPUBLIC SECTOR Oracle and/or its affiliates. All rights 24 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  25. 25. Case Assessment (Evaluation) – Allows to set ratings based on templates that provide a "score to the case” – Simple design of questionnaires with responses weightedPUBLIC SECTOR Oracle and/or its affiliates. All rights 25 Copyright © 2011, reserved. Insert Information Protection Policy Classification from Slide 7
  26. 26. Oracle Financial Services Line of Business Solution Framework Banking Capital Markets Insurance Retail Banking Consumer Lending Branch Small Private Direct Indirect Business Banking Mortgage Credit Card Capital Direct Wholesale Markets Consumer Merchant Processing Commercial and Corporate Wealth and Investment Banking Management Middle Corporate Cash Retail Wealth Market Banking Management Brokerage Management InstitutionalFINANCIAL SERVICES its affiliates. All rights 26 Copyright © 2011, Oracle and/or reserved. Insert Information Protection Policy Classification from Slide 7
  27. 27. Customer-Centric Sales to Service Consistent experience across channels Agent Desktop Web Services Core Systems Consistent Customer Experience Across Channels Single View Guided Opening / Service of Customer Selling Fulfillment Management • Real-time Balances • Cross-Sell/Up-sell • Multi-product • Financial • Account Details & • Sales Offers application Transaction Transaction History • Needs Analysis processes Support • Contact & • Product Catalog • Data capture • Common Service Opportunity • Product Features / • Document fulfillment Issue Management Benefits • Account Funding Management • Interaction HistoryFINANCIAL SERVICES its affiliates. All rights 27 Copyright © 2011, Oracle and/or reserved. Insert Information Protection Policy Classification from Slide 7
  28. 28. Siebel Branch Teller Enables Banks to Improve Customer Experience • Customer centric transaction processing • Embedded 360 degree view of customer • Referral capture and routing • Cross- and up-selling • Integrated CRM content & targeted offersFINANCIAL SERVICES its affiliates. All rights 28 Copyright © 2011, Oracle and/or reserved. Insert Information Protection Policy Classification from Slide 7
  29. 29. Self Service • eStatements for Banking and Brokerage – Dynamic and personalized. – Multiple accounts in single view. • eBilling and Payment for Insurance, Consumer Finance and Leasing Services – Complete online management EasyPay same day payment – Due date payment options via online, IVR, rep • Self-Service for Credit Cards – Comprehensive online self-service platform for card issuers • eService – e-Mail Response Management and Chat Management – Knowledgebase application for automated and recommended responseFINANCIAL SERVICES its affiliates. All rights 29 Copyright © 2011, Oracle and/or reserved. Insert Information Protection Policy Classification from Slide 7
  30. 30. Communications Process Integrations Customer and Agent-Assisted Billing Care Siebel Call Center Management Management Oracle Financials Financial Product Customer Order Billing General Sales Catalog Management Management Ledger Management Revenue Oracle Billing and Revenue Management Products and Billing and Balance Rating Discounts Invoicing Tracking • Empower agents with unified, actionable customer view from CRM for agent assisted billing care • Automate synchronization to ensure the accuracy and real-time availability of customer, billing, product, and pricing data • Improve integrations with pre-built, out of the box, integrated applications and business processes for order to bill and agent assisted billing careTELCO30 Copyright © 2011, – Proprietary and Confidential © 2011 Oracle Corporation Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7
  31. 31. Comprehensive Utility CRM Solution Sets Relationship Driven Selling One and Done Service • Insight-driven sales execution • Multi-channel Service • Self-learning • Streamlined Processes recommendations • Task-based UI • Standardized processes • Customer Value Driven • Joint Selling with Partners The Perfect Order Intelligence Driven Marketing • Real-time Customer Need analysis • Closed-loop Campaigns • Dynamic pricing & product bundling • Analytics Driven • Automated Quote to Order to • Integrated, Multi-Channel Provisioning Process Deployment • Enforced business/market rules • Refined Segmentation • Joint Marketing with Partners Single Customer View Customer Value Mgmt • Ensured Data Integrity, • High-value Segment Consistency, & Accuracy identification & retention • Enforced security & regulation • Loyalty Program • Complete, centralized Management customer view & insights Optimized Field Service Personalized Self Service • Optimal Scheduling & Dispatch • eBilling & ePayment • Streamlined Field Delivery • On-line service ordering • Consistent View ENERGY • Personalized Offers 31© 2011 Oracle Copyright © 2011, – Proprietary and Confidential Corporation Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7UTILITIESreserved.
  32. 32. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing32 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  33. 33. Oracle Policy Automation • Business people write rules in multiple languages (7 Business European) users create • Manage rules with Microsoft Word, Excel, Visio the content • In-built simulation and scenario modelling • Automated rule checks Unique tools check rules • Automated and interactive rule testing & show implications • Fully SOA-enabled out-of-the-box • Integrated with Siebel plus…. • High performance inference engine Quick, high performance deployment • At least five times faster than traditional development methods33 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 •33 reserved.
  34. 34. Oracle Policy Automation Write Rules Once, Use Many Times• Write rules in familiar Word and Excel documents in local language• The same rules can be used across channels• Eliminate the need for IT help Web Screening Case Management 34 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  35. 35. Oracle Policy Automation Manage Client Changes• Efficiently handle changes – Policy, e.g. a change in minimum age on a certain date – Rates, e.g. quarterly increase of a benefit rate – Client circumstances, e.g. number of children, marital status• Process across multiple versions of rules and circumstances time rate applicant rent threshold pay raise rate child increase gets a increase adjustment increase moves out job 35 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  36. 36. Oracle Policy Automation 7 Unique Product Differentiators Policy Multi-Lingual Capability Isomorphism Business User Determination Regression Reporting Testing Policy Temporal Visualization Reasoning Dynamic Interactive Interviews36 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  37. 37. Master Data Management Universal Customer Master (UCM)• Update shared information across agencies• Cleanse & enrich data centrally manage in a federated model• Share data as “single point of truth” based on privacy policies Case Health care Child Welfare Unemployment Partner Mgt Web Services UCM Finance VA Local Legacy SCM37 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  38. 38. Public Sector AIA Foundation Pack Universal Customer Master (UCM)• Best Practice Processes • Integrated Eligibility • Child Welfare • Labor• Process Integration Packs • AIA Foundation Pack for Disbursement, Contract Management • Accenture led Disbursement• Foundation Pack • Application agnostic integration platform tailored for Public Sector processes38 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  39. 39. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing39 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  40. 40. Case Analytics Continuously Improve Processes to Speed Resolution Partners Agent Managers ExecutivesEvaluate incoming case …load and plan supportresources based on goals • Perform outcome modeling to discover relationships between services delivered, population and case resolutionConduct process reviews • Compare performance across the organization and against targetsIdentify bottlenecks and Case Management Dashboardsanalyze “root-cause” - Operational Efficiency - Performance Scorecard • Address process problems - Workloads and - Work Center and make adjustments as you Backlogs - Targeting and Delivery learn from interactions40 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  41. 41. Case Analytics - Sample Metrics Sample Metrics of Case AnalyticsCase Work Center Activity / SRCase Case / Incidents Activities• Loads • # of Cases / # of Incidents • # of Cases with Activities• Durations • # of Case/Incidents untouched for 15 • Days Activity Open• Counts days • Activity Creation Rate• Open and Close Rates Activity / SRs SRSCase Stage • # of Activities / SRs • # of SRs with Activities• Durations • # of Overdue Activities • % of SR with Overdue Activities• Duration Index • # of Critical Activities / SRs • Avg # of Activities per SR Sample Metrics of Case Investigation Sample Metrics of Benefits ManagementLead / Incidents Benefits / Incidents• Incident Load per Worker • Avg Incident Duration • Payments• Lead Open / Close Rate • Target Incident Duration • Average Payments• # of Currently Active Leads / Incidents • Incident Load • # of Customers• Lead / Incident Duration • # of Orders Examples of Pre-built DashboardsOrganizational Efficiency Workloads and Backlogs Performance Scorecard Targeting and Delivery• Case • Loads • My Cases • Delivery Overview• Lead • Priority • My Activities and SRs • Populations Served• Incident • Overdue • My Incident and Leads • Customer• Activities • Queue • My Team Cases Demographics• SRs • My Team Activities / SRs • Case Outcomes 41 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  42. 42. Organizational Efficiency42 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  43. 43. Program Agenda• Siebel CRM & Case Management• Case Management in Various Institutions• Complementary solutions• Analytical Approach• Pricing44 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  44. 44. Component Based Pricinghttp://www.oracle.com/us/corporate/pricing/siebel-price-list-070614.pdf 45 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  45. 45. Q&A46 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  46. 46. 47 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.
  47. 47. 48 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 reserved.

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