Transcript Jibun Bank
Oracle e-banking solutions
With a focus on Generation Y
Pal Ribarics Oracle Financial Services Analytical Solution Product Manager
Agenda
• Oracle as a Strategic Partner – Oracle Generation-Y Initiative • Oracle CRM e-banking extensions – – Real time decisions Social media integration • Case Study : Jibun Bank
Generációs különbségek • • •
Boomer generáció ( kb.1940 -1960)
– Akiknek már volt színes kép a gyerekkorukról is – – Akik látták a szocializmus felemelkedését és bukását Akik közül a férfiak még a kórház folyosóján várták a gyermekük születését
X generáció ( kb.1960 – 1980)
– Akik ha hajnali 2 kor felkelnek és kimennek WC re, visszafelé ellenőrzik az – email jüket..
Akik ha észreveszik hogy otthon hagyták a mobiljukat, pánikszerűen rögtön visszafordulnak – Akik a Google keresőben keresnek mindent az interneten
Millenium – Y generáció ( kb.1980 – 2000)
– – – – Akik mindig is úgy tudták, hogy Michael Jackson fehér volt Akik a nyári üdüléskor a szállodában a WIFI hozzáférést ellenőrzik legelőször Akik szerint az email már egy elavult kommunikációs forma Akik Google keresés helyett, chat-en kérdezik meg milyen mobilt vegyenek
Forrás: Mind the Gap, Graeme Godrington and Sue Grant-Marshall
Next Generation Customers Have Arrived The Next Generation Customers
• • • • Estimated to be about
17 percent of the world’s population
1
Distinctly different
from previous generations as it is shaped by new technology like the mobile phone and the internet Over the next 10 years to constitute the majority of
‘wealth accumulators’
Expected to have a
higher disposable income
than their predecessors
1 U.S. Census Bureau, International Database – December, 2009
Characteristics
• In
14-30
Age Group • •
Tech-savvy
Believes in
later
generation
spending now and saving
• A
well connected
used social media and mobile extensively generation that •
Financial novices 4
Capitalize On Oracle as Strategic Partner Front Office
• • • • • Effective distribution network Faster response time Personalized services Multi channel reach Interaction outside the bank
Oracle FLEXCUBE Direct Banking Siebel CRM (+ social media) Siebel Branch Teller Oracle FLEXCUBE Oracle Financial Services Analytical Applications Oracle Revenue Management and Billing Back Office
• • Flexibility to customize products Products in partnership • Relationship Pricing • • Faster time to market Reporting and compliance
Infrastructure
• Reporting and compliance • Scalability to support growth • High performance • Green Infrastructure
EXADATA V2 5
Oracle CRM e-banking extensions Real Time Decisions
6
“Intelligent personalization”
RTD recommends ‘Next Best Activity’ across all channels
Email Newsletters Web Mobile Web Receipts Letters PDA Web RTD Kiosk / ATM Call Center In Person 7
RTD Powered Intelligent Personalization
What Does it Do?
Customer Interaction Process
•
Recommends products and services in real time in the context of each interaction e.g. Call reason, Agent skill level, Time of Day, Pages Seen, Links Clicked… Process data & context Process decision point & feedback Business Process Optimization RTD Business Rules & Self-Learning Predictive Models
•
Takes into account multiple, competing business priorities e.g. maximise revenue whilst minimize cost and ensure channel compliance
•
Automatically learns and self-adjusts based on feedback to continuously improve results Inputs
•
Significantly more advanced and scalable than “rule-based” systems Enterprise Information Model
•
Integrates across multiple interaction channels e.g. web, call centre, teller, kiosk, etc 8
Retail Banking
• Goal: Improve cross-sell and retention contact centres and branches through customer service • Usage Scenario : “When a customer uses our banking services or needs assistance through our contact centre or branch, would it help to achieve our customer retention goals, if at the moment of contact our CRM system intelligently predicts and recommends a new service for the client, that will not only satisfy the client, but is also the most profitable offer that has a high likelihood of acceptance by client?”
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Oracle CRM e-banking extensions Social Media Integration
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The Challenge
Social Conversations aren’t tracked in Oracle apps
B2C Consumers are preferring social media over other channels, bypassing the contact center 13
Buzzient Overview Buzzient harvests content according to you customer’s brands/products Buzzient stores and analyzes the related social media And more… Social Media Analytics and Integration Platform Posts about problems, issues, sales interest, product opinion, feedback, etc.
Buzzient web app visualizes analytics and content Buzzient Analytics Oracle CRM On Demand Buzzient transparently integrates into Oracle CRM 15
©2010 Buzzient, Inc
Jibun Bank
Case Study
Integration of Telecom & Finance
Jibun Bank : 2009 e-banking summit
Mobil telefonos bankolás Közös vállalkozás a 2. legnagyobb japán mobil szolgáltató (KDDI) és a legnagyobb japán bank között (Bank of Tokyo Mitsubishi) Oracle Flexcube Direct Banking felhasználó
400 000 ügyfél 6 hónap alatt, 5 % piaci részesedés
Szolgáltatások 30+ banki szolgáltatás Új ügyfelek és számlanyitás mobil telefonon keresztül Automat izált KYC folyamat létező mobil telefonos ügyfelek részére Lekérdezések és tranzakciók folyó és megtakarítási számlákra valamint lekötött betétekre Közös mobil és Internet felhasználó azonosítás Mobile to Mobile transzfer, Mobil telefonos fizetés Több mint 35 mobil értesítés (push alert)
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Awards 19
Jibun Bank
Current mobile banking situation
Obstacles to mobile banking usage
Why people don’t use mobile banking (examples) ■
Security concerns in case the mobile phone is lost
■ ■
Troublesome screen operation Troublesome application procedures; No time for them
■ ■ ■
The screen/font size is too small.
Not many services/functions are available.
It seems somehow difficult to use.
July 2007 Survey by Jibun Bank: N=3,720
Basic obstacles such as security concerns and poor visibility/operability are highlighted.
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Starting status of mobile channel Mobile banking treated as a secondary channel to assist the over-the-counter & PC channels Over the counter at branch ATM
（
CD
）
Alternative method PC banking Alternative method Mobile banking Alternative to an alternative to an alternative...
↓
Its inconvenience is only “natural”.
Counterintuitive thinking = “Mobile banking as the main channel”
Strictly Confidential
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Jibun Bank
Business concept
Counterintuitive thinking Banking services using mobile phones as the “main channel” ATM (network) Alternative method PC banking Alternative method Mobile banking
Brand new banking services differentiated from the existing mobile banking
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Jibun Bank
Pursuit of ease of understanding and usability
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Commitment to the user interface
•
Intuition
•
Allow the user to understand provided services through their intuition
•
Operability
•
Minimize the number of clicks needed to get what they want
Provide overwhelming superiority to the user interface
.
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Initial placement on the launcher
Main Menu Jibun Bank transaction page
One click Go to the target page by a single click
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Jibun Bankbook
Top page after login Deposit/withdrawal details Monthly accounts Change in balance Typical traditional screen image XX Bank Direct Announcement Balance inquiry Deposit/withdra wal detailsMoney transferSpecial t ransfer Screen change by clicking a tab
Banking expression “naturally” expected by mobile phone users
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Jibun Bank
“Mobile-specific” services
Quick account-opening
Jibun Bankbook page before opening an account Enter personal information
It takes only 10-15 minutes up to this point Use the built-in camera to photograph the driver
’
s license and send it directly Within a week, a cash card will be sent to home to complete the account-opening process.
Data entry is minimized by using the existing subscriber information already registered for the mobile phone.
Easy quick account-opening process whenever & wherever 32
Quick account-opening
Many of the back end processes managed outside Outsorcing to best of breed players
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Money transfer using a mobile phone number
Select a recipient from the address book Enter an amount/message Transfer completed
Transfer process is completed, just like sending an email.
*The recipient receives a notification email when the money is transferred into their account.
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Financial product (Foreign currency deposit) “Mobile phone” taken to wherever, whenever “The dollar/yen rate has reached your target!” Constant “fluctuations in exchange rates”
When a specified rate is almost reached, an email is sent to the mobile phone.
“The dollar/yen rate has reached your target!” To forex saving account To forex term deposit
200 Bar chart=Sales transaction(Left Y-axis) Line Graph= US$ rate change compared to previous day (Right Y-axis) 3.0
150 2.0
100 50 1.0
-1.0
-50 -100 -2.0
Service leveraging the “whenever” nature of mobile phones
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Card loan
The entire procedure from loan application to borrowing is completed by “using only a mobile phone”.
The application procedure is completed when information required for loan assessment is entered via the mobile phone. Then, the assessment starts immediately.
■ じぶんﾛｰﾝ
6 .5
％～
17.5
％
• • • • • • • • • • • • • • • 24
時間かんたんお申込み！ 指先ひとつでいつでもお借入れ！ プライバシーも安心
• • Data entry takes about 10 minutes.
Assessment starts Notification for assessment completion, loan (execution), and reminder notice (in case of a delay in payment) are all enabled via the mobile phone email function and handset operation.
Easy operation & secured privacy
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Card loan
Many of the back end processes managed outside Outsorcing to best of breed players
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Jibun Bank
Security – Coexistence with convenience
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Security measures using mobile phone features
Hardware
Unique mobile subscriber number (linked to only one user) is used as the authentication key (via the au information link service).
Software
ATM-lock and PC-lock functions can be set from the mobile phone belonging to the subscriber.
Network
Phishing/spoofing attacks are prevented through utilization of mobile phone network characteristics.
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Prevention of fraudulent accounts & crimes
During the account-opening process (a proactive approach)
Name, birthday and address are checked on the system to prevent the user from opening multiple accounts.
(The system sends a warning to those who apply for multiple accounts under the same address.)
During the transaction process (a water’s edge approach)
The system checks for any suspicious transaction.
As an Internet bank, a special focus must be placed on complete and proactive prevention.
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Jibun Bank
Strategic IT utilization
System configuration
Wide range of transaction channels Flexible coordination with external systems J2EE-based Software development for scalability Introduction/ operation cases in and beyond Japan Parameter-driven product design (for easy customization)
The flexibility of the system is guaranteed through coordination among various layers such as channels, front office, back office, and external systems.
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