Customer Centric Banking. June 2014, IBU Banking, SAP

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1 Customer Centric Banking June 2014, IBU Banking, SAP

2 EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked of customers abandoned an instore purchase due to negative online sentiment. Better Informed of customers are willing to try a new brand to get better customer service.

3 IT CREATES A NEW KIND OF THINKING AROUND SALES 57% of the buying process is completed before a first interaction with sales. SOURCE CUSTOMER EXECUTIVE BOARD

4 CUSTOMER ENGAGEMENT 19 TH CENTURY VS 21 ST CENTURY AWARENESS SHARE RESEARCH INTEREST VS COMPARE SHOP DESIRE ACTION TRIGGER EVENT PURCHASE

5 TACTICAL STRATEGIC OLD RECIPES NO LONGER WORK CRM MUST EVOLVE BEYOND THE FRONT OFFICE TO BE IN THE GAME TO WIN THE GAME TO CHANGE THE GAME INTERNAL FOCUS CUSTOMER FOCUS FOCUS ON 1:1 CUSTOMER ENGAGEMENT Front Office EFFICIENCY Front Office EFFECTIVENESS Customer EXPERIENCE Inside - Out Inside - Out Outside - In

6 TURN INSIGHT INTO ACTION TO CREATE EXCEPTIONAL EXPERIENCES Understand customers Identify opportunities Predict their needs & behavior Interact with customers 1:1 in the moment when it matters across channels & touch points INSIGHT EXPERIENCE EXECUTION Drive operational excellence Empower employees & partners Deliver on your promises

7 Roadmap for Customer Engagement / Customer Centric Banking TECHNOLOGY HANA Utilize the technology platform for growth in Real-time Customer Centricity FUNCTIONALITY Functional Roadmap Enhancements for Marketing, InfiniteInsight, Omnichannel, Origination, DEPLOYMENT Cloud Offering for Managed Cloud (HEC), Public Cloud for selected functionality UI User Interface Adopt to UI5 technology, SAP FIORI for SAP CRM 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 7

8 SAP CUSTOMER ENGAGEMENT INTELLIGENCE SELL MORE, SPEND LESS STRATEGY Customer Value Intelligence Grow your most valuable customers INSIGHTS Social Contact Intelligence Market to the right people Banking Speed Demo EXECUTION Audience Discovery & Targeting Optimize target groups for Omni-channel campaigns Demo Script 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 8

9 SAP SOCIAL CONTACT INTELLIGIENCE Market to the right people Follow conversations and understand customer affinities Track and score interactions Follow leads, from anonymous contacts to buying customers Create target groups based-on real-time conversations Other capabilities Nurture your contact universe across all banking channels. Build your target audience based on contacts interests and behavior. Provide your bank customer advisors and call center agents with a 360 cross-channel view on their contacts interactions SAP AG or an SAP affiliate company. All rights reserved. Public 9

10 SAP AUDIENCE DISCOVERY & TARGETING Optimize target groups for Omni-channel campaigns High performance customer segmentation on Big Data Great visualization & exploration tools to slice and dice data on the fly Optimize target groups leveraging predictive analytics Personalization of messages for any channel Other capabilities Manage target groups for insight to action in CRM Marketing and optimal leverage your marketing budget Trigger initiatives, for example provisioning of segmentation results to digital banking channels 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 10

11 PERSONALIZED CUSTOMER ENGAGEMENT: INSIGHT TO ACTION: Consistent Online Channel Experience Know your customers and create strategic and tactical target groups Design personalization of your online sales channel for specific target groups Individual interaction via personalized content and offers. Learn about interests and behavior using event stream processing capabilities 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 11

12 SAP CUSTOMER VALUE INTELLIGENCE Grow your most valuable customers Strategic market segmentation using the current and potential value of your customers Prioritize of customers with behavior profiling, whitespace analysis, and buying propensity Personalize your engagement for every customer 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 12

13 CUSTOMER ENGAGEMENT INTELLIGENCE REAL TIME INSIGHTS: 360 View on Prospects & Customers 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 13

14 EFFECTIVE CUSTOMER ENGAGEMENT: PREDICTIVE ANALYTICS: The Right Products for The Right Customers Business Analysts If no trained predictive model is available, the Business Analyst develops and trains a new statistical model Business Users Campaign Managers identify target groups to run a campaign for a new product using real time and flexible segmentation tools Business Users Marketing Manager wants to optimize the segmentation result by using buying propensity scoring: target group shall consist of the 30% top scored customers 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 14

15 EFFECTIVE CUSTOMER ENGAGEMENT: INSIGHT TO ACTION: Run Targeted Marketing Campaigns Target Group Campaign 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 15

16 EFFECTIVE CUSTOMER ENGAGEMENT: INSIGHT TO ACTION: Trigger Sales & Service Target Group Leads & Activities 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 16

17 BENEFITTING FROM SAP HANA COMBINE massive amount of data from all available sources SEGMENTATION of very large data set PREDICTIVE power to focus engagement on the most receptive opportunities REAL-TIME analysis of very large data set of orders, invoices, and financial transactions 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 17

18 Boost your Opportunities with InfiniteInsight (former KXEN) Who? Chief Marketing Officer (CMO) Sales & Services To do what? Enable deep customer insights to better serve the customer and to propose the right personalized offer at the right time Gain better insight into the customer s perception of the brand, the products and services Benefits Better segment customers for growth campaigns Target customers with real-time personalized promotions Understand customers Better serve them Increase revenue Quick and on-demand models for one-off campaigns 5x increase in response rates % increase in take-up rates

19 SAP InfiniteInsight powered by SAP HANA selected examples 400% Potential increase in take up rate of offers and campaigns (SAP Infinite Insight, Bank of Austria) Increasing 7x response rate vs. control group Lloyds Bank cuts modeling time from days and weeks to hours Response rate in first campaigns up 160% and 35% increase in sales 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 19

20 THANK YOU! Feel free to connect with me at : (ENTER YOUR ADDRESS) (ENTER YOUR TWITTER HANDLE OR IN PLACE) (ENTER YOUR LINKEDIN PROFILE URL HERE) 2014 SAP AG or an SAP affiliate company. All rights reserved. 20

21 Appendix

22 SAP HANA Live deployment options Existing Stack Sidecar Approach Integrated Stack SAP Frontend BOBJ SAP Frontend BOBJ SAP Business Suite (ERP, CRM, SCM, ) HTML 5 Any frontend SAP Business Suite (ERP, CRM, SCM, ) HTML 5 Any frontend SAP HANA Live SAP HANA Live AnyDB Replication SAP HANA SAP HANA Customers can add new analytics capabilities immediately without disruption to their existing landscape. Any investment today will be valid for SAP Business Suite powered by SAP HANA SAP AG or an SAP affiliate company. All rights reserved. Public 23

23 Fiori CRM Apps for Sales Representatives Target Group Focus is the role of the Sales Representative selling high value products and services Scope (see help.sap.com) Account and Contacts Leads and Opportunities Tasks and Appointments Collaboration, Documents and Notes Sales Pipeline Simulation and Performance Tracking Operational Sales Analysis: Top Opportunities, Sales Performance Analysis, Activities, Leads Key Benefits New simplified user interface for CRM as alternative to CRM Web UI One user interface across all business suite applications Responsive Design: One User interface for all devices (e.g. Phone, Tablet, Desktop) Embedded Analytics by leveraging SAP Hana Live Content (i.e. Virtual Data Models) System Requirements SAP CRM EHP 3 SP02, EHP2 SP0x, EHP1 SP0x on anydb or Hana SAP Hana Live Q4/13 for Fiori Reports 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 24

24 SAP FOR CUSTOMER ENGAGEMENT: BANKING PORTFOLIO

25 Solution Asset Banking Solutions Retail & Commercial Banking Omnichannel Sales and Service Retail Banking Operations Commercial Banking Operations Risk and Compliance Online Banking Customer Acquisition Retail Deposits Cash and Liquidity Management Credit Risk Management Mobile Banking Customer Management Retail Lending Commercial Lending Liquidity Risk Management Call Center Social Media Engagement Centralized Payment Processing Leasing Governance, Compliance, and Surveillance Automated Teller Machines Financial Services Network Enterprise Risk Reporting Finance Finance Transformation Performance Management Finance and Risk Data Management (IFRA) Collaborative Finance Operations Human Resources Core Human Resources and Payroll Talent Management Workforce Planning and Analytics Procurement Strategic Sourcing and Supplier Management Procure to Pay with Business Network Collaboration Business Network Extensions for Procure to Pay Information Technology Application Lifecycle Management IT Infrastructure Management IT Portfolio and Project Management IT Service Management IT Strategy and IT Strategy and Governance Governance Technology and Platform Big Data Real-Time Enterprise Real-Time Analytics Enterprise Mobility Enterprise Information Management Application Integration Cloud Solutions 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 26

26 CUSTOMER ACQUSITION EXPLORE THE MARKET AND GAIN NEW BUSINESS MARKET INSIGHT Gauge customer sentiment, identify trends, and explore data and use this insight to predict customer needs and exploit market trends. SEGMENTATION AND TARGETING Rapidly apply market insight through customer demographics and other factors to identify customers who are likely to have a banking need. MARKET PLANNING AND CAMPAIGNS Manage all bank marketing efforts as a single whole, accelerating marketing operations with real-time transparency of plans, processes, and outcomes. LEAD AND OPPORTUNITY MANAGEMENT Accelerate end-to-end sales lead and closure processes across channels throughout the bank. Decrease sales cycle time and increase closure rates SAP AG or an SAP affiliate company. All rights reserved. Public 27

27 CUSTOMER MANAGEMENT BUILD NEW RELATIONSHIPS AND CONVERT LOYALTY TO REVENUE CUSTOMER INFORMATION AND INSIGHT Analyze potential of customers and use insight gained to treat them as trusted advisors. ACTIVITY MANAGEMENT Track all interactions with the customer across all channels and all contact persons involved. OFFERS AND AGREEMENTS Streamline processes for new and enhanced business, with support for a flexible approach to reflect individual sales cycles. SERVICE REQUESTS Capture and perform all customer requests, while allowing customers to manage their financial business SAP AG or an SAP affiliate company. All rights reserved. Public 28

28 SOCIAL ENGAGEMENT CONNECT WITH CUSTOMERS ONLINE DEEP INSIGHTS Listen and understand the sentiments being expressed about the bank s products, services, and brand SCALABLE ENGAGEMENT Take the results from your social media analytics and follow up with individual contributors to improve brand and product reputation.

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