Jibun Bank

Report
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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
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– Oracle Generation-Y Initiative
• Oracle CRM e-banking extensions
– Real time decisions
– Social media integration
• Case Study : Jibun Bank
2
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
3
Next Generation Customers Have Arrived
The Next Generation Customers
• Estimated to be about 17 percent of the
world’s population1
• 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
Characteristics
• In 14-30 Age Group
• Tech-savvy generation
• Believes in spending now and saving
later
• A well connected generation that
used social media and mobile
extensively
1
U.S. Census Bureau, International Database – December, 2009
• Financial novices
4
Capitalize On Oracle as Strategic Partner
Front Office
• Effective distribution network
Oracle FLEXCUBE Direct Banking
Siebel CRM (+ social media)
• Faster response time
• Personalized services
Siebel Branch Teller
• Multi channel reach
• Interaction outside the bank
Oracle FLEXCUBE
Oracle Financial Services
Analytical Applications
Oracle Revenue Management
and Billing
Infrastructure
Back Office
• Flexibility to customize products
• Products in partnership
• Relationship Pricing
• Faster time to market
• Reporting and compliance
EXADATA V2
• Reporting and compliance
• Scalability to support growth
• High performance
• Green Infrastructure
5
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Oracle CRM e-banking extensions
Real Time Decisions
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“Intelligent personalization”
RTD recommends ‘Next Best Activity’ across all channels
Email Newsletters
Web
Mobile Web
Receipts
Letters
RTD
PDA Web
Call Center
Kiosk / ATM
In Person
7
RTD Powered Intelligent Personalization
What Does it Do?
Customer Interaction Process
Process data
& context
•
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…
•
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
•
Significantly more advanced and scalable
than “rule-based” systems
•
Integrates across multiple interaction
channels e.g. web, call centre, teller, kiosk,
etc
Process decision
point & feedback
Business Process Optimization
RTD
Business Rules &
Self-Learning Predictive Models
Inputs
Enterprise Information Model
8
Retail Banking
• Goal:- Improve cross-sell and retention through customer service
contact centres and branches
• 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
Buzzient web app
visualizes analytics
and content
©2010 Buzzient, Inc
Posts about problems,
issues, sales interest,
product opinion,
feedback, etc.
And more…
Social Media Analytics
and Integration Platform
Buzzient Analytics
Oracle CRM
On Demand
Buzzient
transparently
integrates into Oracle
CRM
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<Insert Picture Here>
Jibun Bank
Case Study
Integration of Telecom & Finance
17
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
Automatizált 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
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Jibun Bank
Current mobile banking situation
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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
Alternative
method
offices
Alternative to an
alternative to an
ATM(CD)
alternative...
Alternative method
↓
PC banking
Its
Alternative method
inconvenience is
only “natural”.
Mobile banking
Counterintuitive thinking =
“Mobile banking as the main channel”
Strictly Confidential
22
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Jibun Bank
Business concept
23
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
24
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Jibun Bank
Pursuit of ease of understanding and usability
27
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.
28
Initial placement on the launcher
Main Menu
Jibun Bank transaction page
One click
Go to the target page by a single click
29
Jibun Bankbook
Top page after login
Deposit/withdrawal details
Monthly accounts
Change in balance
Typical traditional screen image
Screen change by clicking a tab
XX Bank Direct
Banking expression “naturally”
expected by mobile phone users
...
Announcement
Balance inquiry
Deposit/withdra
wal detailsMoney
transferSpecial t
ransfer
30
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Jibun Bank
“Mobile-specific” services
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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
33
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!”
200
“The dollar/yen rate has
reached your target!”
To forex saving account
To forex term deposit
Bar chart=Sales transaction(Left Y-axis)
Line Graph= US$ rate change compared to previous day (Right Y-axis)
150
3.0
2.0
100
1.0
50
-1.0
-50
8/13
8/6
7/30
7/23
7/16
7/9
7/2
6/25
6/18
6/11
6/4
5/28
-2.0
5/21
-100
←Weak Yen | Strong Yen→
FX rate change compared with previous day (Yen)
← Foreign currency sales
Buy/Sell Transactions (Million Yen)
Constant “fluctuations
in exchange rates”
Foreign currency purchase →
When a specified
rate is almost
reached, an email is
sent to the mobile
phone.
Service leveraging the “whenever” nature of mobile phones
36
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.
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じぶんローン商品概要
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•
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
37
Card loan
Many of the back end processes managed outside
Outsorcing to best of breed players
38
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Jibun Bank
Security – Coexistence with convenience
39
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.
41
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Jibun Bank
Strategic IT utilization
42
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.
44
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