ORACLE DAY 2010

Single Customer View Project - Allianz -Tiriac

Adriana Ohanisian – Customer Care Manager Allianz-Tiriac

Gabriela Repede – Project Manager Oracle

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Presentation Agenda

• Solution Objectives

• Solution Description

• Implementation Approach

• Critical Success Factors

• Business Benefits

• Q&A

Solution Objectives

• Use a central point for viewing Account & Contacts

• Improved management of Customer Service activities

• Improve data quality

• Offer a central point for viewing Claims and Policies

• Achieve higher customer satisfaction via automation of Customer Service tasks, creation of alerts, reminders etc

• Increase reporting capabilities with Service Analytics and reports for Data Quality Campaigns

• To align business needs and information systems to meet business challenges and secure business survival

Allianz-Tiriac Business Objectives

• To construct one single integrated customer view

• To increase quality of Customer Service activities

• To optimize performance of Customer Service activities

• To allow service agents in Allianz-Tiriac to solve customer problems in a highly efficient and effective manner

Reporting capabilities

Limited end-user adoption of new

applications

Centralization - users needed to check

several systems to retrieve customer

data

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Challenges Components

Customer Service information –

history and tracking

Project Aims

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Solution Description

Oracle‘s response to the business aims and objectives was Single Customer View, an application based on Siebel Financial Services and Oracle BI Apps.

Improved Service Delivery was reached through a consolidated desktop around 3 key dimensions:

• Improved Customer Identification

Store Complete Profile Information Required to Identify Caller – Policyholders,

Vendors, Agents/Brokers etc.

Automatic Screen Pops & 360º View of the Contact

Log Customer Interactions to Comply with Regulations

• Multi-channel Service Delivery

Customer Communication via inbound and outbound email is tracked in Siebel,

complete picture of the customer interaction is available

• Enterprise Analytics & Reporting

Near Real-time Analytics on Service Levels

Oracle Response to Business Objectives

SCV Solution Scope

SCV Technical Architecture

SCV Applications

The SCV solution consists of the following applications:

• Customer Relationship Management. New CRM application in Allianz Tiriac.

– Siebel Financial Services (Professional Edition) 8.1.1.1

• Business Intelligence. New CRM BI application in Allianz Tiriac.

– Oracle BI (Standard Edition One) 10.1.3.4.1.

– Oracle BI Applications 7.9.6.1.

– Informatica Powercenter 8.6.1.

These Oracle applications communicate with the following legacy systems:

• AZT. Existing Allianz Tiriac Non-Life (Customers, Policies, Claims) core system.

• Opus. Existing Allianz Tiriac Life (Customers, Policies, Claims) core system.

• NPS. Existing Allianz Tiriac Customer Survey system.

• Exchange Server. Existing Allianz Tiriac email server.

• ADSI. Existing service which provides directory access functionality and authentication.

Implementation Approach

Project Methodology

• Oracle used Results Roadmap Methodology, an accelerated project implementation methodology part of the Oracle Unified Method.

• The Oracle Results Roadmap is comprised of activities logically grouped into six distinct stages : Define – generally now are set the organization and administrative grounds of the

project

Discovery - aimed to analyze in depth, prioritize and refine functional and technical requirements in order to meet the business goals.

Design - aimed to design the solution, using application screen flows and design layouts to map the requirements developed in the Discovery stage and defined the specific Siebel customization.

Configure/Develop - aimed to configure the application, develop any required extensions, and external interfaces to support the system.

Validate - aimed to execute a full integration test of the application data and then perform the User Acceptance Test.

Deploy - aimed to rollout the system with gradual approach

Project Facts

Project duration: 6 months

Number of Oracle resources: 8

Number of Allianz-Tiriac Resources: ~10

Project Organization Chart

Allianz Stakeholders Oracle Steering Committee Membership

Allianz Business PM

Allianz IT PM

Oracle Project Manager Oracle Solution Arch.

Oracle Business/

Functional Team

Allianz Business

Analysis Team

Oracle IT Infrastructure

Integration & Data Migration

Allianz IT Infrastructure -Integration &

Data Migration

Oracle Technical Architect

Oracle BI AnalystAllianz Analyst

Critical Success Factors

Critical Success Factors

Clear and stable business goals were set;

Need for Change Management was well understood: successful user adoption was an

outcome of sustained management efforts to promote the inherent process changes;

Executive support was granted up front;

Strong involvement of the business users and stakeholders throughout the entire project

lifecycle;

Strong systems integration component was promoted and implemented to assure

smooth data flow between systems;

Dedicated Customer IT team and IT project owner were the key to a successful

integration component and systems readiness;

Heavy end-user testing was performed for a fool-proof solution;

Project progress was constantly measured, monitored and tracked.

Business Benefits

Business Benefits

Single point of reference for customer data, facilitating improved customer

communication strategies.

Improved data quality.

Simplified and more efficient Customer Care processes thanks to the utilization

of one single platform for all day-to-day activities.

Enhanced control and tracking of all Customer Care activities, facilitating the

extraction and implementation of performance indicators.

Time necessary to perform end-user training decreased.

Customer data is accessed from one application only, which has in place

standard data access mechanisms, securing that customer sensitive data is not

viewed by non-authorized users.

Customer communication through multiple channels is tracked in one single

application.

Q&A