Customer Information Management. Amanda McIntyre, Vice President, Product Manager Glenn Sonsalla, Vice President, Enterprise Strategy & Governance

Transcription

1 Customer Information Management Amanda McIntyre, Vice President, Product Manager Glenn Sonsalla, Vice President, Enterprise Strategy & Governance

2 Session Objectives Defining Customer Information Management (CIM) at FIS FIS enterprise architecture for CIM Re-positioning Market Strategy for CIM Development and Strategy Update 2

3 Customer Information Management at FIS A business vision for strategic Customer Information Management Customer Information Management (CIM) is an enterprise customer application that enables a complete view of a customer and their relationships across an institution, including sales and service interactions, and account and services references. A complete customer information set is aggregated, maintained and managed across the enterprise then made available to channel and business applications via a well defined SOA infrastructure. Enabling consistent service, information and business rules across channels is critical for financial institutions to deliver superior customer service. 3

4 Customer Information Management at FIS Single strategic vision combining two complimentary approaches Legacy FIS Customer Data Integration based approach CIM is an enterprise customer application that provides a view of a customer and their relationships across an institution bringing together sales, interactions and account references. Information is aggregated and presented to a user interface through an SOA layer, Xpress, making its data available to any participating channel applications. Enabling consistent service, information and business rules across channels is critical for financial institutions to deliver superior customer service. Legacy Metavante Federated Customer Data Management Complete repository for customers and all related parties Enterprise Customer Relationship Views Personalization / Profile / Preferences flexibility Efficient management of business processes and workflows, e.g., name, address and contact information management 4

5 The Four Architecture Styles of CDI EXTERNAL REFERENCE STYLE REGISTRY STYLE COEXISTENCE STYLE TRANSACTION HUB STYLE Match to an external trusted source of master data on the entire customer population Assignment of global ID and linking Matching is usually in batch, sometimes in real time For absolute identification Matches and links to create a skeleton system of record Physically stores the global ID, links to data in source systems and transformations Single customer view is dynamically assembled and usually read-only For Real-Time Central Reference Physically stores single customer view master data Used to create and publish the single customer view and for read-only reference Not guaranteed up-todate and not usually used for transactions For Harmonization Across Databases and for Central Reference Physically stores up-todate, single customer view master data Directly supports Transactional applications new and legacy typically through serviceoriented architecture interfaces For Centralizing Customer Master Data to Support Transactional Activity External MSP Reference Database Increasing centralization, physical instantiation and timeliness of a new enterprise customer system of record, leading to increasing transaction performance capabilities Source: Gartner Research

6 Functional View of CIM Web Services On-line Channels Branch Internet ATM Robust Customer Model Scheduled Batch Processes Call Center Other Systems Transactional Hub Style CDI Implementation Central Customer Master Transactional in nature Supports both legacy and modern environments CIM Database Deposits Loans Other CIF Brokerage 6

7 Federated Customer Data Management Customer Data Tools Standardization Match / Merge / De-Dup Other Customer Information Address Verification Household Determination Customer Data FIS Customer Information Relationships Names Addresses Customer Data Other Customer Information Relationships Names Addresses Customer Information Services Customer Info Administration Customer Search Processing Relationships FIS Deposits Names Addresses Processing Relationships FIS Loans Names Addresses Other Account Systems Processing Other Account Acct Systems Names Relationships Data Addresses Processing Acct Names Relationships Data Addresses Customer Profile Account Summary = Repository of Record (ROR) Key Account Data Names Addresses = Combination of ROR and Persistent Copy = Persistent Copy or Runtime Retrieve = ROR / Copy Role Unknown = Update / Upload = Retrieve / Push / Download 7

8 Federated Customer Data Management Customer Data Tools Standardization Customer Data Enterprise Customer Data Management Relationships Names Addresses Match / Merge / De-Dup Address Verification Other Customer Information Household Determination Customer Data FIS Customer Information Relationships Names Addresses Customer Data Other Customer Information Relationships Names Addresses Enterprise Customer Information Services Customer Info Administration Customer Search Processing Relationships FIS Deposits Names Addresses Processing Relationships FIS Loans Names Addresses Other Account Systems Processing Other Account Acct Systems Names Relationships Data Addresses Processing Acct Names Relationships Data Addresses Customer Profile Customer Information Services FIS Account Summary Account Data = Repository of Record (ROR) = Combination of ROR and Persistent Copy = Persistent Copy = ROR / Copy Role Unknown = Update / Upload = Retrieve / Push / Download 8

9 Broad Relationship Management Metavante CIM Capability Results Fidelity CIM Capability Complete centralized repository for all customer and related party information Enterprise customer and party relationship views across multiple platforms Significant flexibility to represent party profiles and preferences Single source and repository for all customer / party demographic information Relationship-based customer management Service delivery transformation to improve customer service and loyalty Customer and prospect segmentation to improve cross-selling activities and results Consistent information across all channels Efficient customer data management and operations Enterprise view of the customer Improve cross-sell based on current set products and service Decrease operational costs through once-anddone processing Centralize customer information to drive consistent cross-channel business rules Drive customer centric business processes 9

10 FIS Enterprise Architecture for CIM

11 FIS Enterprise Architecture for CIM Best of breed Approach Common Foundation Architecture Principles Single version of the truth Relationship-centric architecture Common Data Delivery and Analytics Componentized, service-oriented architecture Expanded FIS Architectural Component Foundation Robust SOA based integration application platform in Xpress Expanded Multi-channel Delivery Capability Integration hub application development / operational environment across lines-of-business Board core account processing integration 11

12 Integrated Multi-channel Delivery Payment Services Evolutionary Business Capability Example: CIM in the IBS Solution Architecture VRU Enterprise Financial Services Components Single Source of Customer Information ACH Internet Customer Information Management Legacy CIS / CIF Check ATM/POS Branch Call Center Account Processing and Servicing Deposit Products Lending Products Pre-paid Products Health Care Processing Credit Card Processing Shared and Specialized Processing and Servicing Components Credit Card Debit Card Payment Networks Operations Product Builder Exception Processing Alerts Presentment Product Catalog Retirement Processing Funds Transfer Management Organization Definition Reporting Standard Services Schema and Data Models Operational Construction Lending Enterprise Data Warehouse Marketing Profitability Default Manager Analytics Financials Compliance Reporting Bill Payment Wires Transfers Comprehensive Reporting and Analytics 12

13 Solution Architecture Customer Information Management Customer Information Management Foundation Components Customer and Other Party Management Relationship Management Name, Address, & Point of Contact Management Product and Account Summary Complete Relationship Views Name Standardization Customer Information Management Functional Components Households and other Party Groups Party Preferences Address Standardization Extended Relationships Contact Preferences Multi-country Addresses Zip+4 CASS Certification Marketing Campaigns: Recommendations and Offers Party Merge and De-Duplication Global Enterprise Party Identification Interactions, Services Requests and Notes Privacy Preferences Extended Attributes Analytics-driven Information: Segment, Profitability, Risk, etc Platform Independence Enriched Centralized CIM Data Structure Design Principles CIM Centric Application Control Directory Service 13

14 CIM in the FIS Enterprise Architecture Sales Service ATM Teller Internet Banking Mobile Multi-channel Reuse TouchPoint Suite, IBS Sales and Service Suite, ebanking Processes Existing EAI Hub SOA Framework WSDL Binding Framework Service Router & Versioning Infrastructure Single Sign-on Directory Security Logging Messaging Enterprise Banking Services Application Transaction Aggregation Process Alert Customer Core Banking Origination Opportunity Mgmt Contact Mgmt Event Mgmt Transformation Module Infrastructure BPM Rules Directory Admin Logging Utility Single & Multi-Host Adaptor Framework Host Router Transformation Module FIS Host Adaptors Hogan Host Adaptors Other Host Adaptors UCS Services Batch Services Payment Hub Construction Loan Tracking Manager CIM Default Manager Enterprise Fraud Cross LOB Integration Host Legacy and Core Transformation Enablement Profile Systematics IBS Base24 Qualifile ACBS Other SORs 14

15 SOA Features CIM leverages the FIS SOA framework Service interface Automates long standing business processes Provides the rules that can be used to drive customer-of-one interactions Follows IFX / XML standards Provides foundation for access to FIS SOR s including Systematics, Profile, and IBS Synchronization of customer data Configuration that determines what data requires synchronization and with which SORs Provides the capability of bi-directional batch and real time synchronization 15

16 FIS CIM Re-positioning the Market Strategy

17 Rationalization of Solution Components Metavante Customer Management Capability FIS Strategic Customer Management Fidelity Customer Management Capability IBS CIS Customer Information Management (CIM) FIS CIM Party Management Relationship Management Name, Address, & Point-of-contact Management Product and Account Summary Complete Relationship Views Systematics RM Fidelity UCS development and strategy Profile Customer Information Management development Xpress Integration Platform 17

18 CIM Market Value Proposition Extends and enhances the capabilities of a typical CIS CIS applications may still be embedded in the core banking application, and only contain the relevant relationships vs. enterprise relationships. Provides an enterprise and un-siloed view of relationships between parties and groups Provides a single customer view Enables movement beyond the existing silos to better manage servicing and sales opportunities with customers and prospective customers Xpress services provide the all channel access Xpress services ability to support the single customer view across all channels. Service orchestration is a configuration by channel versus coding. 18

19 How Can I Benefit? Provides capabilities which dramatically extend and enhance the typical capabilities of a bank s Customer Information System (CIS) The most critical capabilities of CIM, serving as a generalized customer management system rather than a basic bank CIS, include: Party Management (centralized management of demographics and other information for any customer, prospect, organization and other related party entities) Relationship Management (centralized management of all relationships among any and all related parties across the financial enterprise) 360 view of the products and accounts across the SORs on which they reside Name and Communication Management (centralized management of all points of contact and preferences for communication method) 19

20 How Can I Benefit? CIM provides the ability to manage the customer for the enterprise, delivering functionality that cannot be managed in the standard customer information management system that supports a core processing system. Enables the financial institution to move beyond the silos of the existing customer information management systems to better manage the servicing, marketing, and cross sell opportunities with the customer or potential customer 20

21 Market Strategy Activities A work group from SPAC is being formed to assess and prioritize CIM capabilities and needs A survey will be implemented within the Systematics RM client base to evaluate their needs and incorporate those within the CIM roadmap plan. Further discussions and review with these 2 key constituent groups will be managed in order to meet market needs and expectations. 21

22 Development and Strategy Update

23 Planned Functional Enhancements Party, customer and account origination Ability from within the CIM UI to create parties, customers and accounts with account booking directly on the SOR Application and agreement management As part of the account origination enhancement, application and agreement management to be provided for enterprise Commercial user interface Commercial parties and customer information to be exposed through the CIM user interface Enhanced search capabilities Additional search and filtering criteria to further narrow the results set Household and group extensions Ability to define, edit and view demographic details across group types 23

24 Planned Functional Enhancements Party sales associations Ability to link parties to opportunities and referrals and extend contact management Business case incorporation Set of process services for origination and address management use cases Quick links and my favorites User quick links and my favorites for access to most used functions Employee designations Party employee designations with the ability to link to parties and customers Future-dated maintenance processing Ability to edit party information with an effective date in the future and automate the updates as they come due Data load, standardization, address verification and de-duplication tooling 24

25 Planned Non-functional Enhancements Full support for Oracle RDBMS Deployment and certification on Oracle Extension and customization framework Extension and customization framework for ease of adding new tables and columns with ability to upgrade Data synchronization Configuration necessary to define the data to be synchronized and across which SORs Support for bi-directional real time and batch synchronization Archiving and purging utilities Configuration for archiving and purging of CIM data Xpress batch updates Updates to existing Xpress batch to support batch synchronization, and well as future-dated maintenance processing 25

26 Thank You Amanda McIntyre Glenn Sonsalla