Customer Loyalty - BPM

1. www.FSOkx.com
Speakers
Anant Gupta
VP BPM Practice
Prolifics
Scott Simmons
Banking Solutions
Architect- BPM
IBM
Padelford Louis Lattimer
Founding Member
TurtleBay Advisory Services (TBAS)
Sponsored by

2. Prolifics at a Glance
2
W h o A r e W e ?
S t a b i l i t y, L o n g e v i t y & G r o w t h S o l u t i o n L e a d e r s h i p
Off-Shore Development Center
Hyderabad, India
Application Testing
Santa Clara, CA USA
A Corporate Group of 1000 Employees Worldwide specializing in the expert delivery of end-to-end IBM Solutions
New York
Boston
Philadelphia
Washington DC
Orlando
San Francisco
London
Hamburg
Over 30 years in business, Prolifics
is an end-to-end systems integrator
specializing in IBM technologies
$0
$20
$40
$60
$80
$100
2004 2005 2006 2007 2008 2009 2010 2011
GrossRevenue(millions)
 SINGLE MISSION
Solving business problems with domain expertise and
technology solutions by providing expert consulting services
and high-value technology enablers
 END-TO-END SERVICES – FROM THOUGHT TO FINISH
Services across the full project lifecycle including advisory
services, architecture, requirements, analysis, design,
development, testing, training, support, and system
administration

3. Age of the Customer
• Information asymmetry is greatly reduced
Information age is over ?
Collaborative consumption is fast
becoming the norm
Customer touch-points have
increased dramatically
Barriers to switching – constantly
eroding

4. Sales Optimization & Customer Loyalty
• Who are our customers ?
• Who are our best customers ?
• Who are dis-satisfied / likely to leave ?
Do we understand our customer
Do we understand our customers articulated or
un-articulated needs ?
Do all customer touch-points have access to the
same information ?
Do we know who are our potential customers ?
Do we know where Sales and marketing $ are
being spent ?

5. Making Insight Operationally Actionable
Monetizing the insight is what organizations
have strived for
Traditional year end “thank you” is not enough
Using the insight to make every interaction
more relevant and personalized
Gain insight quickly – react dynamically
Tracking and measuring operational gains

6. Approach to Making Insight Actionable
Extensive Data Analysis
Extracting Business Insights
(Patterns, Hypothesis, Models)
Formulating multiple tactical
strategies
Prescribing the most effective
strategy to implement
Business Process Assessment
Establishing linkage between
strategy and business processes
Improving alignment between
strategy and process
Mass customization at the
moment of truth
Operationalize and Automate
decision making
Maintenance to sustain the
advantage

7. Offerings from Prolifics
Free discovery
session
- Explanation of the
offerings
- Explanation of the
Unique IP
Business insight
phase for customer
loyalty or sales
optimization
- Fixed Price
Implementation /
Operationalization
Phase

8. The Relationship between BPM, Decision Services and
Analytics
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Operational Decision Management Analytical Decision Management
Business Processes, Applications & Solutions
Decision
Services
Business
Rules & Events
Predictive Analytics
& Optimization
Internal & External Data
 Policy
 Regulation
 Best Practices
 Know-how
 Risk
 Clustering
 Segmentation
 Propensity
Scenario Analysis
& Simulation

9. BPM and Analytics – Banking Scenarios
Competition
Competition
Price, terms and conditions, competitive
blocking, market share growth imperatives,
channel arbitrage
Compliance
Compliance
KYC/AML, Do not call/solicit, CARD Act, Dodd-
Frank Act, Consumer Protection Act, Section
615(h) of Fair Credit Reporting Act (FCRA),
Basel II & III, Solvency II
Customer
Opportunity
Customer Opportunity
Acquisition, retention, lifetime value, share of
wallet, propensity to buy, product/ service
affinity, household analysis, real time context
Risk & Cost
Risk & cost
Credit worthiness, professional/ geo/ business
risk segment, net landed cost, product/ service
availability, occupancy rate, yield management
Pricing
Promotion
Revenue Mgt
Catalogue Mgt
Cross/up-sell
Packaging
Offers

10. 10
NA Multi-national Bank: Up-sell/Cross-sell with BPM and
Analytics
© 2011 IBM Corporation
Offer
Identification &
Scoring
Offer Allocation
Offer Eligibility
Offer Creation
Customer
Segmentation
Offer Arbitration
Channel delivery &
Integration
Measure Offer
Effectiveness
Predicative Analytics
BPM/
Marketing
Processes
BRMS/
Decision Services
Offer Assessment &
Pricing

11. Reports
Country/
Region
Consumer
Data
(mdb/xls)
Data
Submission
Reconcile
Dash
boards
RISK
Data
Stewardship
Operations
ReportingAutomation Transform/Load
Risk ODS COGNOS
Services – Business and Technical
In-Box
Entitlement/
Authorizations
Content
Store
Entitlements
Database
In-Box/Task
Mgmt
Credit
Data
Risk Management Master Processes
Data
Approval
Aggregation Svc Scheduling Svc In Box Svc Entitlement Svc Reporting SvcException Svc
Process Layer
Finance
Data
Analytics
US Multi-national Bank: BASEL Risk Solution Architecture
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12. European Bank: FATCA Payment Processing
** FATCA – Foreign Account Tax Compliance Act
Payment Initiation
Payment Process (BPM)
Rules Predicative Analytics
Payment
Assessment
FATCA
Assessment
Payment
Calculation
FATCA Review
Submit
Withholding
Validation Qualification
FATCA
Classification
Model
Rules
Calculate
Withholding
Fast
Track
1. Fast Track
2. Use Assessor
True /
False
Payment
Value
Assess
FATCA
Analysis
Assess
Classification
Rules
optional
True /
False
Customer
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