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IBM Business Process, Rules, Events and Mobile in Action

IBM Business Process, Rules, Events and Mobile in Action. Why shouldn’t opening a bank account or filing an insurance claim be as easy as buying a book online ?.

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IBM Business Process, Rules, Events and Mobile in Action

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  1. IBM Business Process, Rules, Events and Mobile in Action

  2. Why shouldn’t opening a bank account or filing an insurance claim be as easy as buying a book online? “An estimated $5 billion is up for grabs for the health insurer who figures out how to make health insurance as simple as ordering a value mealfrom a local fast food joint.” ~ US Consumers Willing to Pay Five Percent More For Their Insurancehttp://www.thetruthaboutinsurance.com/u-s-consumers-willing-to-pay-five-percent-more-for-their-insurance/ 2

  3. What does it mean to be easy to do business with? • “Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which banks must aspire” • ~ Where is the ROI on Customer Experience in the Banking Industry?Bank Systems & Technology, 2012 Banking: Can I instantly add a family member to my credit card account? Insurance: Can I report an accident on my mobile device and automatically trigger a tow truck and taxi? Healthcare: Can I shorten hospital stays by one or two days without compromising treatment quality? Government: Can I speed up passport control at the border for pre-certified frequent travelers?

  4. Your customers are no longer your customers “The proportion of customers planning to change banks has grown by 70%since 2011” Homeowners in the 18-34 range changed insurance carriers 2.5x more oftenthan those 51 and older ~ The Voice of the Personal Lines Consumer Deloitte Research, 2012 ~ Global Consumer Banking Survey 2012, Ernst & Young “Retentionis the new holy grail” ~ Beyond Price: The Rise of Customer-Centric Marketing in Insurance, McKinsey & Company, 2012 4

  5. Effective business operations create superior customer experiences Process today plays a critical role in driving customer experienceinitiatives…from companies looking to overhaul customer service processes to companies seeking to deliver more compelling experiences that incorporate big data analytics and real-time guidance. The Forrester Wave: BPM Suites, Clay Richardson & Derek Miers, 2013 Customer experience is the #1 factor in both customer retention and acquisition: “Customer-Centricity in Retail Banking”, Boston Consulting Group, 2012. 5

  6. The gap in business operations is widening Time for conditional mortgage approval Time to open a new account in retail banking Availability of loan funds 5 minutes – best 2 days – best 15 minutes – best in class 76 minutes – worst 4 hours - median 37 days – worst Source: Boston Consulting Group, The “New New Normal” in Retail Banking, 2012 6

  7. What do you need from your processes in a customer-centric world? Processes must be: Instant At Internet speed 47% of online bank account opening applicants don’t successfully complete the process and fund their accounts Seamless Interconnected & ubiquitous In the US, mobile banking jumped to 32% of customers in 2012 up from 21% in 2011 Insightful Targeted and relevant 47% say it frustrates them when companies don't use the information they have to make interactions and offers more relevant

  8. New forces are disrupting how companies do business $3.6B spend by 2014 Mobile requires process reinvention Forrester forecasts that companies will spend about $900 million on mobile process reinvention services in 2013 and up to $2.7 billion in 2014 25% productivity improvement Socially-enabled processes drive increased productivity According to McKinsey, social technologies, when used within & across enterprises, can raise productivity of high-skill knowledge workers by 20 to 25% 47% growth in cloud processes Cloud deployments force companies to rethink their processes Gartner ranks Business Process as a Service (BPaaS) as the fastest growing cloud segment with 47% annual growth Big data drives insight into processes McKinsey found government administration could save more than €100 billion in operational efficiency improvements alone by using big data €100B government savings 8

  9. Marie Wieck launched Smarter Process to 7,000 people at Impact IBM’s approach for reinventing business operations - to enable greater customer-centricity - in the age of mobile, social, cloud and big data - while driving efficiency and optimization intoend-to-end processes

  10. IBM capabilities for Smarter Process Banking Insurance Healthcare Government Transport Telecom Energy Retail Industry and Functional Consulting Expertise Managed Business Processes Industry Solutionsand Accelerators Social Big Data Cloud Mobile Operational Decision Management Business Process Management Case Management Operational Intelligence Business Intelligence PredictiveAnalytics  Enterprise Content Management Master Data Management Service Oriented Architecture & Integration

  11. Customer-centricity requires a cross-functional approach Strategic Leadership: Chief Executive Officer Chief Financial Officer “ Successfully attracting and retaining customers requires companies to think and act cross functionally. ~ Adam Klaber, Managing Partner Emerging Markets, IBM GBS ” and technology leaders and cross- functional business leaders Chief Technology Officer VP of Software Development Enterprise Architect IT Architect President SVP/GM of Operations Chief Transformation Officer Chief Innovation Officer Chief Customer Officer Chief Risk Officer … “ At HCF we have found that delivering a superior customer experience requires tight partnership between operations, IT and the various lines of business. ~ Stephen Nugent, General Manager of Operations, Hospitals Contribution Fund and business unit leaders VP of Claims Processing VP of Retail Lending VP of Commercial Loans VP of Outpatient Services VP of Power Delivery Services ” The new triumvirate: Operations, IT and Line of Business 12

  12. Business experts can directly make changes to business rules Credit card processors make updates to credit authorization and settlement rules based on business conditions and regulations Loan officers make updates to new loan requirements based on regulatory changes Business users can make changes to the rules that represent business practices, policiesand regulations Customs officers make updates to import fees based on new tariff schedules Insurance underwriters update insurance coverage rules based on changing risk conditions 13

  13. Business process management yields significant benefits • 90% • improvement Lincoln Trust realized a 90% reduction in customer complaints caused by process delays Eliminated paper & lost documents; Estimated $3M in annual savings 300% ROI Horizon Blue Cross Blue Shield generated an average of 300% ROI on each internal process improvement project Reduced processing time for claims by 20-30 minutes each 3000 Average users per day BancoEspirito Santo has 200 simple processes in production with 80,000 process instances in 6 months 3000 average users per day running on the processes $594 Million in savings NYS Tax generates $594 million in cumulative savings over 5-year period, with ROI of 1,461% over same period $117M in annual revenue; $1.45M in annual cost savings

  14. Improve business efficiency for innovation with Smarter Process Typical process problems Bring order to the chaos Executive Mgmt Account Administration Billing Risk ManagementTeams Invoice Reconciliation Teams ERP Customer Service Imaging Rules Account Admin Finance & Ops Rules Rules CRM Executive Management Customer Service Finance and Ops • Inefficient working environment • Incomplete or inaccurate data flow • Inconsistent prioritization • Lack of control over the process • Poor visibility into process performance • Automate workflow & decision making • Reduce errors and improve consistency • Leverage existing systems and data • Streamline processes and initiate actions • Real-time visibility and process control 15

  15. Simple and intuitive process discovery and design Browser based interface empowers everyone to participate in the discovery and documentation of business processes Easily visualize and model each process to help understand bigger picture

  16. Collaborate on process design & execution through social interaction Work together on the same tasks via real-time interactions; reach out to experts to help complete tasks; monitor and perform ad-hoc actions through activity streams Collaborate with experts that are currently logged on, or create notes for view upon return for timely completion of tasks

  17. Manage work and team performance At a glance visibility into team work Review work across teams Manage work across teams Drill down into individual team member view

  18. Optimize your process with visibility and analytics Visibility into work-in-progress providing the ability to take corrective action when necessary Detect bottlenecks and performance thresholds and display them visually View into process performance Analyze process performance to uncover areas for improvement

  19. Operational decision management yields significant benefits • 130 • milliseconds per transaction MasterCard processes each payment transaction within 130 milliseconds per request 43,000 transactions per minute; Responds to fraud threats within hours 8000 transactions per second Visa Europe handles up to 8000 credit card payment authorizations per second across Europe 60 rule changes in 13 months; Over 30,000 business rules 96% straight-through processing Swiss Customs achieves 96.5% straight-through processing to validate electronic customs declarations 200,000 declarations daily; Over 700 business rules 300% improvement WorkSafe Victoria sees 300% improvement in payment timesto workers compensation treatment providers 85% straight-through processing; Over 2,000 complex rules

  20. Externalizing decisions from applications into business rules Manage decision logic independently from applications Without Decision Management With Decision Management Application Application • Business Rules Decision logic • Natural language rules can be easily read • Externalized rules are easy to change • Centralized rules enable reuse and consistency • Rules written in software code cannot be read by business people • Hard coded rules are difficult to change • Rules intertwined within applications cannot be reused by other systems

  21. Rules represent business practices, policies and regulations Business Practices: Fundamental operational tactics in daily business Example: Healthcare Fraud Detection Policies: Mandatory instructions for organizational safeguards Example: Insurance Risk Assessment Regulations: Externally imposed laws that must be complied with Example: Sales Tax Collection 22

  22. Business users can easily read and make updates to rules Natural language syntax Rule authoring made simple with natural language syntax Automatic completion Capture complex rule conditions in a Decision Table Equivalent action rule Equivalent action rule

  23. Business users can easily collaborate on business rules Automatic notification The Activity Stream enables easy collaboration in the context of the activity Social communication post Overview of the main changes that occurred between 2 snapshots Side-by-side comparison of project snapshots to visualize changes

  24. Simulate & Test rules for what-if scenarios Input Data Expected Results Rulset Tests 25

  25. Decision governance framework Changes and deployments related to a specific release Williams & Averell approve the release Paul Create a Release Release is In Progress Joe Create Comprehensive Base Premium John Create Roadside Base Premium Bea update Comprehensive Discount John Create Roadside Discount Abu Deploy For UAT Abu Run UAT scenarios John Run a Simulation Release is Complete John Create a Snapshot Abu create a Snapshot Adam Deploy On prod2 A Baseline Is automatically created Adam Deploy on prod 1 Release objectives are documented 4 Release has status 4 Release has an owner Rule management activities occur in the context of a release To complete, a Release must be reviewed and approved

  26. Decisions on the go RESTful API and IBM Worklight Adapter for mobile invocation of business rules Decision Server now provides a Representational State Transfer(REST) application programming interface (API) for ruleset execution Leverage IBM Worklightadapter sample to develop, test and deploy business rules applications for mobile devices. Client device invocation enables end users to leverage decision services taking advantage of mobile specific features like geo-location and device information 27

  27. Top 20 1-10 Top 20 Smarter Process Use Cases: From #1 to #10 Credit & Loan Processing Pension & Benefits Management • A large US bank achieves faster loan origination with 85% straight-through processing • ASE speeds up unemployment benefit calculations from 15 minutes to 10 seconds Claims Processing Eligibility Determination • HCF reduces claims processing times by 93% and increases market share by 56% • Castilla y Leonregional government improves the speed and accuracy of social services payments Regulation & Compliance Management Fraud & Risk Management • Jet Airways reduced reporting errors and regulatory errors by 80% • MasterCard speeds up creating new fraud rules from days to hours Customer Care & Insight Payment Processing • Tata Sky on-boards 1M customers on its satellite TV network in 1 year • Visa Europe handles up to 8,000 payment transactions per second Underwriting Healthcare Process Management • Hiscoxreduced development effort by 70% to create adynamic website for real-time insurance quotes • The Ottawa Hospital speeds up patient flow through the hospital improving quality of care

  28. Top 20 11-20 Top 20 Smarter Process Use Cases: From #11 to #20 Customer Self Service Dynamic Pricing & Bundling • Reliance Life’s self service portal reduced costs by 30%, enabling policies for low income households • Accoviaenabled travel booking engines create real-time dynamic packaging of vacation activities Cross-sell & Up-sell Training & Certification Management • BNP Paribas targeted the right customer with the right product and increased customer satisfaction • Hanson Cements created a single view of the current training status of all team members Power Grid Management Citizen Safety & Security • MVV Energieenables customers to automatically optimize consumption to minimize their power costs • The City of Madrid reduced emergency response times by 25% Customer & Employee Onboarding Order Management • University Hospitals Birmingham reduced recruitment cycles by 30% • Yansha department store reduced order lead time from 2.5 days to 4.5 hours Tax Collection Transportation Management • NY State Tax saved the state more than $889 million, while allowing it to process refunds faster • Odyssey Logistics & Technology increased the productivity of its for logistics operations by 300%

  29. Smarter Process has received strong support from analysts • “With Smarter Process, IBM is the first megavendor to introduce an integrated collection of hardware, software and services offerings designed to facilitate intelligent business operations.” • Gartner : Michele Cantara & Teresa JonesIBM Smarter Process Expands to Transform Business Operations • “BPM in some form has been a significant feature of the previous two IMPACT events, and this year its position was elevated even further – although IBM is now using a different term to describe it… Partly the shift to ‘Smarter Process’ is a result of IBM being a victim of its own success regarding its use of the term BPM.” • Neil Ward-DuttonMoving IBM's $100 Billion Needle with Smarter Process • “Big Data, cloud, social and mobile is driving change in the Smarter Process portfolio. In particular it means that process efficiency is no longer enough to guarantee success – you need processes that are effective also.” • James TaylorSmarter Process and Decision Management Updates • “Smarter process seems to be more about raising the top line, leveraging continuous engagement with the customer in the age of mobile, social, cloud, and big data… Smarter Process is an interesting story, and one that IBM can tell better than anyone else.” • Bruce Silver AssociatesIBM Impact Makes Way for Smarter Process 34

  30. Gartner defines 10 core components of an iBPMS IBM Smarter Process is 10 for 10! Source: Gartner Magic Quadrant for Intelligent Business Process Management Suites, 27 September 2012 

  31. Why IBM for Smarter Process? Install base of over 5,000+ active implemented customers and 800+ business partners Leader in Gartner’s Magic Quadrant for Intelligent Business Process Management Suites and leader in the Forrester Wavesfor BPM Suites and Dynamic Case Management #1 market share in Business Process Management (BPM) and Business Rule Management Systems (BRMS) according to Gartner and IDC Global Business Services and ISSW established the Smarter Process Center of Competency (CoC) to provide deep expertise and create repeatable Smarter Process assets

  32. Get started today! • Trial IBM Blueworks Live • VisitSmarterProcessDemos.com • Attend a Proof-of-Technology Lab • Hold a Discovery Workshop • Plan a Quick Win Project ibm.com/bpm

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  34. US bank A leading US bank brings customer-centricity to loan origination Challenges • Onboarding new customers took several days for the average loan • Inconsistent customer experiences as employees interpreted written policies differently Faster loan origination with 85% straight-through processing • Solution • Automate loan processing operations and increase straight-through processing prioritizing human interactions for exception flows • Combine 17 different legacy systems together with IBM BPM, IBM ODM and IBM ECM • Benefits • Instant: Faster customer onboarding and a more consistent customer experience • Seamless: Consolidated the operations of a new acquisition and created a single process flow for all loan processing centers • Insightful: Automated decision making in 85% of the loan approval process “Our existing loan origination process became a potential obstacle to unifying operations. Now, the customer experience is consistent and we can onboard new customer faster.” ~ IT Architect, A leading US Bank Back to Top 20

  35. Hospitals Contribution Fund Hospitals Contribution Fund achieves same day claims payments Challenges • Settle medical and hospital claims on the same day • Pay ancillary claims in real-time • Move to a paperless claims management system Reduces claims processing times by 93% and increases market share by 56% • Solution • Business Process Management and Business Rules streamline claims processing • Analytics enabled rapid identification of risk patterns and trends • Benefits • Instant: Reduced medical claims processing times by 93%, from 3 weeks to 1 day • Seamless: Interconnected claims payment systems that brings together providers and payers • Insightful: Early identification of high claiming members allows for preventative healthcare while reducing costs “At HCF we have found that delivering a superior customer experience requires tight partnership between operations, IT and the various lines of business.” ~ Stephen Nugent, General Manager - Operations, Hospitals Contribution Fund Back to Top 20

  36. Jet Airways Jet Airways streamlines its compliance on carbon credit regulations • Challenges • Comply with EU mandate to reduce carbon footprints through the Emissions Trading Scheme • Need to accurately measure carbon footprint and create reports for faster decision making with audit trails for transparency • Accurately calculate individual aircraft emissions for the entire fleet, using flight records and fuel usage data Reduced reporting errors and regulatory action by 80% • Solution • Using IBM Case Manager, Jet Airways automated the calculations and analysis process to determine the best options for buying carbon credits and allowances • Benefits • Instant: Reduce time to compliance by 75% • Seamless: Compared flight records and fuel usage data contained in multiple systems ranging from internal aircraft systems to regional navigation data and flight records • Insightful:Instead of fleet-wide calculations, the solution analyzed credits to the aircraft level and can even exclude fuel used during maintenance activities “Calculations and predictions enable the airline to plan ahead, allowing it to manage routes more efficiently, or to buy offsets and credits when necessary, to help ensure compliance with the EU ETS .” ~ Manish Dureja, Vice President of Marketing, Jet Airways India Back to Top 20

  37. Tata Sky Tata Sky onboards 1M customers on its satellite TV network in 1 year Achieved the fastest growth rate in the world for satellite TV • Challenges • Tata Sky sought first-mover advantage by rapidly launching its satellite broadcast service in India • Meet ambitious growth and market penetration goals with excellent customer service • Solution • Using IBM BPM and Message Broker, ISSW and IBM Business Partner, TCS, built a customer onboarding system that enabled faster service installation & immediate activation • Benefits • Instant: Launched the direct-to-home satellite TV service within 6 months with over 1M activations in the first year • Seamless: Provided seamless integration of customer service across all channels including call centers, over-the-counter or via the web • Insightful: The system customized content for local markets to accommodate regional needs "Tata Sky is the first direct-to-home satellite company across the globe to achieve the significant milestone of crossing one million connections in the first year of our operations and we are confident of achieving the eight million mark as well.” ~ Chakrapani Perangur, CIO, Tata Sky Back to Top 20

  38. Hiscox Insurance Hiscox Insurance provides real-time online quotes 70% less development effort to create and maintain a dynamic website for real-time insurance quotes • Challenges • Manage the business policies for eligibility, underwriting and rating to generate real-time, online insurance quotes • Bring insurance products to market across different channels • Solution • Hiscox used IBM Operational Decision Manager to build a central repository for rules governing eligibility, underwriting and rating, which integrated with multiple web and call center systems • Benefits • Instant:Provide real-time online direct insurance quotes in multiple US states – giving it a head-start on the competition and triggering significant business growth • Seamless: Provide general liability, professional liability and business owners’ policies to companies in 50 industries across 24 U.S. states • Insightful: Dynamically generate the questions on the direct insurance quote website based on customer responses “The WebSphere solution gives us a single, comprehensive platform for rule-driven business process management. Over the long term, we plan to replace our legacy ratings systems with this unified solution and harness our service-oriented architecture to deliver even greater standardisation and control across all business units, products and channels.” ~ Chris Waters, Head of Architecture, Hiscox IT Back to Top 20

  39. ASE ASE improves customer service delivering unemployment benefits Challenges • Reduce turnaround time of the daily benefit entitlements process • Improve customer service as a differentiator in a market of similar products • Improve agility and auditability to combat changing regulations Return-on-Investment in 18 months • Solution • Implemented BPM and ODM through the Quick Win Pilot program • ODM automated the benefit calculation process, while BPM separated the benefit process from legacy applications • Benefits • Instant: Decreases time required to calculate entitlements from 15 minutes to 10 seconds • Seamless: Automated 80% of benefits calculations while allowing IT to meet business needs • Insightful:Reduce business risk by monitoring complex decisions run through thousands of rules “While working with IBM, it became apparent that the IBM offerings would support our goal of remaining the market-leading unemployment insurance provider in Denmark.” ~CarstenMolgaard, Chief Operating Officer, ASE, Denmark Back to Top 20

  40. Castilla y Leon regional government Castilla y Leon regional government administers social programs Challenges • Dramatic increase in number of new applicants for social services benefits under new Spanish law • New, social services introduced, with precisely defined, complex eligibility criteria • Consistently apply the same criteria to all citizens Serves over 50,000 people including the disabled and elderly; Provides child protection services • Solution • Business rules based decision service to score applications and assess eligibility • Centrally managed content repository to give all case managers access to the same information for timely service • Benefits • Instant: Automates the processing of the paperwork, allowing agency staff tofocustheir time on exceptions • Seamless: Fair decisions are applied through consistent scoring and rules-based eligibility criteria across all agency canters • Insightful:Powerful, user-friendly interface allows case managers to review, validate and maintain cases directly to confirm compliance “By combining the strengths of IBM Software and services, we are dramatically reducing the time to process benefits, allowing the staff to put more focus on handling exceptional cases.” ~José María Molina, Project Director, IT Department Social Services Management, Junta de Castilla y León Back to Top 20

  41. MasterCard MasterCard combats fraud threats in hours rather than days Challenges • Quickly detect the less than 0.1% of fraudulent payment transactions from over millions of payments • Change fraud rules dynamically to handle new emerging threats 43,000 payment transactions each minute and a total of more than 23 billion transactions each year • Solution • Business rules based approach to implement fraud detection using ODM • IIB and Message Broker forms the messaging backbone to carry high volume payment transactions • Benefits • Instant: Faster fraud rule creation and deployment, down from days to hours • Seamless: Extends fraud detection visibility to several business departments at member banks • Insightful:Enables checks and balances in the fraud management system, helping to mitigate risk “Every time we wanted to change or create rules, we had to perform a full development cycle, getting the requirements ready, testing them into regression. We had to find a way to do this a lot more quickly. You can’t tell a bank, ‘There’s a fraud attack and we’ll help you in a week from now.’” ~ Johann Gerber, Group Head, Global Network Products, MasterCard Back to Top 20

  42. Visa Europe Visa Europe unifies payments across 36 countries Adapt to regulatory changes 3X faster; handle up to 8,000 payment transactions per second • Challenges • Needed a scalable, automated payment authorization and settlement system for payments across Europe • Regulatory requirement to unify payments for the complex European market with multiple currencies and 36 countries • Solution • IBM Operational Decision Manager to simplify the creation and management of over 30,000 rules • Reduces the cost of maintaining business logic by over 25% • Benefits • Instant:3x faster time-to-market to adapt to new regulatory changes • Seamless: Support over 500 different payment transaction types across 36 different countries • Insightful: Simplifies the handling of over 10,000 validation policies and 20,000 fee calculations “While we could have continued to use the global Visa Inc clearing and settlement platform, we saw the opportunity to create a far more capable solution and seized it” ~ Justin Snoxall, VP, Head of Development Services, Visa Europe Back to Top 20

  43. The Ottawa Hospital The Ottawa Hospital provides patient-centric care Challenges • Needed patient focused processes to improve quality of care with better visibility • Need to improve key metrics: Patient wait times, Discharge rates, Instances of relapse Goal: Top 10% performer in Quality of Care and Patient Safety in North America • Solution • BPM and Business Rules to create a ‘Circle of Care’ visual interface improves communication and collaboration within the care team • Benefits • Instant: Faster consults and treatment through the electronic closed-loop consult service • Seamless: Improvements in patient flow through the hospital and easy access to patient information • Insightful: Benchmarking process execution to use historic and real-time data to make better patient care decisions “What we are doing is putting process orchestration and process models in place, so that you can literally see the characteristics of the hospital system… and you can then influence that.” ~ Dale Potter, Senior VP and CIO, The Ottawa Hospital Back to Top 20

  44. Reliance Life Reliance Life achieves 100% growth in new business 30% reduction in operating costs, enabling the distribution of low cost policies to rural, low-income households • Challenges • A new entrant into India’s newly privatized life insurance market sought to transform the way insurance is sold to reach the masses. • Reach low income, rural customers • Solution • Reliance uses IBM BPM, MDM and WMQ to build a comprehensive self-service portal solution • Lifeline, Reliance’s self-service portal, has lowered operational costs by 30% while making the customer experience more streamlined and transparent • Benefits • Instant: Accelerated new product launch by 75% and product development by 50% • Seamless: Evolve business model for broader market base for growth compared to competitors • Insightful: 30% reduction in operating costs, enabling the distribution of low cost policies to rural, low-income households “While they were all completely thrilled with the concept, the only question in people’s minds was whether it could actually be executed, since nothing like it had yet been done in the Indian market.” - C. Mohan, Chief Technology Officer, Reliance Life Insurance Company Limited Back to Top 20

  45. BNP Paribas BNP Paribas provides customers with personalized services • Challenges • Quickly construct grouped offers mapped to customer requirements - providing home insurance with a mortgage • Personalize fees based on the customer’s profile and service channel - giving discounts to some clients • Develop multi-brand customer loyalty offerings - waiving a monthly fee for a specified period Targeting the right product to the right customer to increase customer satisfaction • Solution • Business Rules define eligibility and target the right product or offer to the right customer • Master Data Management provides the single repository of product and pricing information • Benefits • Instant: Create new offers and make product changes in near real-time. • Seamless: Customers receive personalized offers through any service channel: credit card renewals automatically detect eligibility for premium services • Insightful: Target the right product to the right customer to increase customer satisfaction “Every bank provides packages to their customers… But we can really target the right product to the right customer. If you can provide the best product for each customer’s needs, the customer will be satisfied and will reinforce loyalty with the bank…” - Vladimir Milojkovic, BNP Paribas Back to Top 20

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