Oracle CRM Case Management

1 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7
reserved.

Oracle Siebel Case Management
Name: Koit Puusaag
Title: Master Principal Consultant, ECEMEA
reserved.

Program Agenda

• Siebel CRM & Case Management

• Case Management in Various Institutions

• Complementary solutions

• Analytical Approach

• Pricing

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Program Agenda





• Pricing

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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 outcomes

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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 Welfare

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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

Oracle Siebel CRM – Proactive CRM

reserved.

The Case Management Lifecycle

Something Gather Make Gain Case
Happens Information Decisions Approvals Closure

Incident Incident Details Route Tasks Plans routed to Next stage in
Crime Suspect Description Assign team Management Justice chain
Leads Plan follow up For Review and - Arrest Suspect
Evidence actions Approval - Prosecution

Application 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

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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

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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 data

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Transform Delivery of Customer Services
Oracle|Siebel Integrated Customer Service & Case Management

Call Center Social Services
Client Identification Workforce Services
Intelligent routing Customer Health services
Problem resolution & Service Immigration
escalation

Web Self Justice & Public
Service Safety
Online benefits access Enforcement
Problem reporting Fraud
Problem resolution Anti-terrorism
Case
Management
Email Tax & Revenue
Auto-acknowledge Tax
Routing Customs
International Trade
Assisted response

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Provide Service When and How the
Customer 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 workforce

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Audit

• Maintains audit trail of records even read by users
– Only records that were ‘hit’ by users
• Easy to use administration

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Program Agenda





• Pricing

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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 Results

PUBLIC SECTOR Oracle and/or its affiliates. All rights
16 Copyright © 2011,
reserved.

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 Control

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People Management
Vision of the Individual's 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 Daon

reserved.

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
Contact

reserved.

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 records

reserved.

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 Inbox

reserved.

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
markup

reserved.

Deliver Supportive and Protective Family Services

• Conduct welfare risk
assessments

• Design service plans

• Manage cases and address
allegations

reserved.

Manage Supporting Partner and Provider Ecosystem

• Refer cases to providers

• Administer service
providers referrals

• Tracks assessments and
success rates

reserved.

Case Assessment (Evaluation)

– Allows to set ratings based on
templates that provide a "score to
the case”
– Simple design of questionnaires
with responses weighted

reserved.

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 Institutional

FINANCIAL SERVICES its affiliates. All rights
26 Copyright © 2011, Oracle and/or
reserved.

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 History

reserved.

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 offers

reserved.

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
response

reserved.

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 care

TELCO30 Copyright © 2011, – Proprietary and Confidential
© 2011 Oracle Corporation Oracle and/or its affiliates. All rights
reserved.

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 7

UTILITIESreserved.

Program Agenda





• Pricing

reserved.

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
methods

33 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 7 •33
reserved.

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

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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

reserved.

7 Unique Product Differentiators

Policy
Multi-Lingual
Capability Isomorphism

Business User
Determination
Regression
Reporting
Testing

Policy Temporal
Visualization Reasoning

Dynamic
Interactive
Interviews

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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
SCM

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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
processes

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Program Agenda





• Pricing

reserved.

Case Analytics
Continuously Improve Processes to Speed Resolution
Partners Agent Managers Executives

Evaluate incoming case …
load and plan support
resources based on goals
• Perform outcome modeling to
discover relationships between
services delivered, population
and case resolution

Conduct process reviews
• Compare performance across
the organization and against
targets

Identify bottlenecks and
Case Management Dashboards
analyze “root-cause”
- Operational Efficiency - Performance Scorecard
• Address process problems - Workloads and - Work Center
and make adjustments as you Backlogs - Targeting and Delivery
learn from interactions

reserved.

Case Analytics - Sample Metrics

Sample Metrics of Case Analytics
Case Work Center Activity / SR
Case 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 SRS
Case 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 Management
Lead / 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 Dashboards
Organizational 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
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Organizational Efficiency

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Program Agenda





• Pricing

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Component Based Pricing

http://www.oracle.com/us/corporate/pricing/siebel-price-list-070614.pdf

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Q&A

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Oracle CRM Case Management

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