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Achieving Customer Centricity

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This webinar is presented by Oracle

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 <Insert Picture Here>

Putting a Real Value to the case for integrated CRM

and BRM
Graham Carey Doug Melbourne
Director, Industry Solutions, CGBU Product Marketing Manager, Billing,
Orange Group
 The following is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decisions.
The development, release, and timing of any
features or functionality described for Oracle’s
products remains at the sole discretion of Oracle.

4
Drivers for New Billing - Summary

Respond competition
First on the market
Customer Intelligence
Cross sell/up sell
Increased ROI for new products

S
Reduced Time to Reduced Cost of
Market Implementation
Increased Flexibility
 Agenda

<Insert Picture Here>

• Orange Market Strategy
• Business examples
• Delivering real value – NOW!
• Oracle response
• Summary

6
 <Insert Picture Here>

Orange Service Strategy

7
Convergence: In a customer centric converged world, billing and CRM
must be able to support an ever expanding array of new products and
propositions.

8
France Telecom Group8
Convergence: In a customer centric converged world, billing and CRM
must be able to support an ever expanding array of new products and
propositions.

Voice

SMS / MMS

Data

Content

Internet

VoIP

TV

Fixed
9
France Telecom Group9
Convergence: In a customer centric converged world, billing and CRM
must be able to support an ever expanding array of new products and
propositions. Bundles

Pricing
plans
Pick & Mix

“A la carte” services & options

Community advantages
Voice Customer
data
SMS / MMS model
Data

Content

Internet
Multi- users contract

Privileged contacts

Closed User Group

Unique user

VoIP

TV

Fixed
10 10
France Telecom Group
Convergence: In a customer centric converged world, billing and CRM
must be able to support an ever expanding array of new products and
propositions. Bundles

Pricing
plans
Pick & Mix

“A la carte” services & options

Community advantages
Voice Customer Child Prepay fixed
Prepay
data CUG special broadband
SMS / MMS model rates Prepay VoIP
CUG special
rates
Data 2 n d Home
Prepay
Content
Main
Account
Friend Holder
Intense 2 h 30€
Internet
Privileged contact Family Invoice Prepay
advantage
Multi- users contract

Privileged contacts

Closed User Group

Quad Offer 55€

Postpay •ADSL Credit
Unique user

•VoIP: 3 lines transfer

•Mobile Intense 2 h: user A
VoIP •Mobile Intense 2 h: user B
F amily bucket: 100 pts
Family Talk 39 €
Extras 3€
U ser A 3€
TV
Wife Calls toward House
numbers charged
Intense 2 h 30€ on House bill
Extras 4€
Hybrid
Family talk
member advantage Prepay Postpay
Fixed
11 Hybrid 11
11
France Telecom Group
Main Residence
Billing lifecycle – the Challenge for Billing and CRM

New Product In Life Mature

Usage Based Competition All you can eat

QOS Bundles Free?
Granular Charging Discounts Part of Multimedia Package
Promotion of new products

The product remains the same – but the pricing, packaging and the
way it is accessed by the customer changes – this evolution must be
supported without the need for technical development on CRM or
Billing
 Business Scenario
Month 1 User subscribes to TalkTxt plan £20 / month
(inc 200 mins & 200 txts)

Month 3 User adds 70s Comes Alive music £5 / month

(inc 5 free music downloads) (50p / download)

13 13
France Telecom Group
 Business Scenario
Month 1 User subscribes to TalkTxt plan £20 / month
(inc 200 mins & 200 txts)

Month 3 User adds 70s Comes Alive music £5 / month

(inc 5 free music downloads) (50p / download)

Month 5 Service provider increases free downloads No change in Price

(inc 10 free music downloads)

Month 9 Service provider rolls 70s Comes Alive £5 / month

(30p / music download)
into TalkTxt package and adds MTV music (£1 / video download)

and video – introductory offer

14 14
France Telecom Group
 Business Scenario
Month 1 User subscribes to TalkTxt plan £20 / month
(inc 200 mins & 200 txts)

Month 3 User adds 70s Comes Alive music £5 / month

(inc 5 free music downloads) (50p / download)

Month 5 Service provider increases free downloads No change in Price

(inc 10 free music downloads)

Month 9 Service provider rolls 70s Comes Alive £5 / month

(30p / music download)
into TalkTxt package and adds MTV music (£1 / video download)

and video – introductory offer

Month 12 Price revisions TalkTxt inc 70s Comes Alive £20 / month

MTV music and video £8 / month

(30p / music download)
(inc 8 free music downloads)
(80p / video download)

15 15
France Telecom Group
Service Provider Response to market
Content
“snacking”
 Offer more interesting
services
 Speed up time to delivery
– offer, sales, active
product life cycle
 Greater numbers &
sophistication in value
chain – for ever changing
 Nothing is static anymore

CRM and billing implications

Interaction with consumer is becoming more

complex and potentially more error prone
16 16
France Telecom Group
 Tension

Customer’s needs Service provider’s needs

Value for Money

Comprehension Competitive offers

Ease of use Innovation
Exciting & Intuitive Service excellence

17
 <Insert Picture Here>

Real Business Example:

Today’s CSR costs

Integration of CRM and

BRM can delivery real
value NOW!

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 Billing Related Enquiries are a significant cost
Sample CSR volumes & costs
Call Volume Call Cost
1400000
Call Volume & Cost ($)

1200000
• Sample size: 5 million
1000000

800000 • Post Pay only

600000

400000 • 79% CSR calls are “bill”

related
200000

in
u te
en
t
n
bi
ll
nc
e DD at
io
n
ta
r if
f • Billing data known to be
ym ai a up
m l al t fir
m ge > 90% correct
l e pa ex
p b
se n n
nd cc o ha
bu tc c
en
ym
pa
Data provided by tier 1 service provider

19
 Optimising Billing Enquires thru CRM/ BRM integration
Query type Calls to CSR Benefit description % Max
CSR Costs benefit Savings($)
Bundle minute 1,300,000 $436k •Personalised view of product catalogue 60-75% $328k
•Greater self care, remove any confusion
CC payment 1,020,000 $653k •Customer data pre-filled 20-30% $196k
•Immediate balance update
Explain Bill 904,000 $1,320k •Single view of all transactions 70-80% $1,054k
•Show positive savings and benefits
Balance ? 293,000 $158k •Real time balance available 70-80% $126k
•All customer transactions always up-to-date
Set up DD 189,000 $120k •Customer data pre-filled 20-30% $36k
•Immediate balance update
Payment 143,000 $52k •Real time updates for all balances 60-70% $36k
Confirmation
•All customer transactions always up-to-date

Tariff change 163,000 $227k •Personalised view of product catalogue 70-80% $182k
•Greater self care, remove any confusion

Totals 3,998,000 $2,970k $1,960K

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 Optimising Billing Enquires thru CRM/ BRM integration
Query type Calls to CSR Benefit description % Max
CSR Costs benefit Savings($)
Bundle minute 1,300,000 $436k •Personalised view of product catalogue 60-75% $328k
•Greater self care, remove any confusion
CC payment 1,020,000 $653k •Customer data pre-filled 20-30% $196k
•Immediate balance update
Explain Bill 904,000 $1,320k •Single view of all transactions 70-80% $1,054k
•Show positive savings and benefits
Balance ? 293,000 $158k •Real time balance available 70-80% $126k
•All customer transactions always up-to-date
Set up DD 189,000 $120k •Customer data pre-filled 20-30% $36k
•Immediate balance update
Payment 143,000 $52k •Real time updates for all balances 60-70% $36k
Confirmation
•All customer transactions always up-to-date

Tariff change 163,000 $227k •Personalised view of product catalogue 70-80% $182k
•Greater self care, remove any confusion

Totals 3,998,000 $2,970k $1,960K

21
 CRM/BRM integration delivers immediate
cost savings
1400000
Call Volume & Cost ($)

1200000

1000000 Call Volume

Call Cost
800000

600000

400000

200000

0
e l n f
t nt bi l nc
e DD io ar
if
in u e i n la p at t
m ym pl a ba tu irm e
le p a
se nf ng
d
cc ex co ch
a
b un nt
e
m
p ay
22
 CRM/BRM integration delivers immediate
cost savings
1400000
Call Volume & Cost ($)

1200000

1000000 Call Volume

Call Cost
800000
Cost saving
600000

400000

200000

0
e l n f
t nt bi l nc
e DD io ar
if
in u e i n la p at t
m ym pl a ba tu irm e
le p a
se nf ng
d
cc ex co ch
a
b un nt
e
m
p ay
23
 Business Case for productized integration

• Subscriber base = 5 million,

• Integrated CRM & BRM potential ~ $2m

55 - 65% reduction in call centre staff

on ‘bill related’ issues

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 <Insert Picture Here>

Integrated CRM & BRM

Examine the full Value
Proposition

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 Value Proposition
Integrated CRM and BRM

BRM Value Prop CRM Value Prop

Offer fully Converged services Personalised, flexible,

multi-channel customer
Improve collections efficiency experience
Wholesale & retail
Customer Self Service
Real time operation
Any payment Superior customer
interaction
Any service
24x7x365 quick
360 degree view of revenue intuitive answers
and services
Reduced payment processing costs
360 degree view of consumer

26
 Value Proposition
Integrated CRM and BRM
Combined Business value
•Shared data sources
•Consistent, real time view of
all transactions
•Personalised view of services
•“Smart” bill & invoice
BRM Value Prop Greater Service Productivity CRM Value Prop
Higher value Customer
Offer fully Converged services Personalised, flexible,
Experience multi-channel customer
Improve collections efficiency Cost Reduction experience
Wholesale & retail
Customer Self Service
Real time operation
Any payment Superior customer
interaction
Any service
24x7x365 quick
360 degree view of revenue intuitive answers
and services
Reduced payment processing costs
360 degree view of consumer

27
 Value Proposition (2)
Integrated CRM and BRM
• Sales
• Upsell and cross sell (eg
prepay to postpay)
• Analytics
• Customer segmentation
• Improved customer
knowledge
• Marketing
• Campaign effectiveness
• Time to market
• Product Life cycle
• Greater revenues
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• Service
• Reduced call handling time
• Deflection to web / self
service
• Efficiency of call centre staff
• Fulfilment
• Automated order to provision
and activation
• Rapid time to new service
• Inventory Management
 <Insert Picture Here>

Oracle’s Response:
Applications Integration
Architecture

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 Application Integration Architecture
delivering Concept to Cash
Critical Applications
Integrations
17 Acquisitions*
 All Oracle Applications
 Extensible to Third Party
and Legacy Applications
Products
4 Acquisitions Customers  Built on Open, Standards
Employees
Suppliers
Based Middleware
…
 Upgradeable
 Common Object Model
 Process Integration Packs

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 Beyond Middleware

Application Integration
Architecture

Seamlessly unites best-in-class

applications for Communications
Integrated industry best-practices built on open
standards
Delivered as extensible, productized components;
adaptable by partners and Customers

Integrate, Automate, Accelerate

31
 Release One for Communications
Order to Cash to Care
Management

Management
Siebel Call Center Siebel Self-Service Oracle Financials
Customer

Financial
Customer Order Billing General
Sales Catalog eBilling
Management Management Ledger
Management
Revenue

Oracle Billing and Revenue Management

Billing and Balance
Rating
Invoicing Tracking

1.Siebel CRM to Oracle BRM enabling Order to Bill

2.Siebel CRM to Oracle BRM enabling Agent Assisted Billing Care
3.Siebel eBilling to Oracle BRM enabling Billing Self-Service
4.Oracle BRM to E-Business Suite enabling Revenue Accounting

32
 Process Integration Packs
Release One for Communications
Processes Enabled
1. Order to Bill
Siebel CRM to Oracle BRM
2. Agent Assisted Billing Care
Siebel CRM to Oracle BRM
3. Billing Self-Service
Siebel eBilling to Oracle BRM
4. Revenue Accounting
Oracle BRM to Oracle EBS
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Overview
• Automates data synchronization to ensure
the accuracy and real-time availability of
customer, billing, product, and pricing data
• Integrates the billing management process
providing an integrated, real-time and
actionable view of billing data from the CRM
• Integrates bill presentation enabling detailed
bill investigation and analytics
• Provides a performance optimized General
Ledger (GL) integration improving GL
accounting, reporting and accuracy
 Release Two and Beyond
Full Business and Operational Systems Integration
Management

Management
Siebel Call Center Siebel Self-Service ERP

Enterprise
Customer

Sales Billing Loyalty eComm Financ- Assets

COM eBilling
Catalog Mgmnt Management eSvc ials Supply
Management

Intelligence
Business
Revenue

Oracle Billing and Revenue Management Oracle BI

Billing and Balance
Rating Analytics
Invoicing Tracking
Management
Service

Management
Information
Oracle Service Fulfillment Oracle SDP Data Management
Order and Service Service
Activation Inventory Customer
Management Applications
Product

34
 <Insert Picture Here>

Summary:
Business Benefits

35
Drivers for New Billing - Summary

Respond competition
First on the market
Customer Intelligence
Cross sell/up sell
Increased ROI for new products

S
Reduced Time to Reduced Cost of
Market Implementation
Increased Flexibility

36 36
France Telecom Group
 Value Proposition for integrated CRM and BRM

Greater Service Productivity

Boost call centre throughput
Automate the order to cash life cycle
Streamline key business processes

Higher Value customer experience

Greater levels of self care/ service
Enhanced bill and transaction presentation

Cost reduction
Minimize integration cost and risk
Predictable lifetime cost of ownership
Reduced call agent dependency

37
 The preceding is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decisions.
The development, release, and timing of any
features or functionality described for Oracle’s
products remains at the sole discretion of Oracle.

38
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• Thank you for joining us!

This webinar is presented by Oracle