Achieving Superior Customer Experience and Satisfaction Syed Rizwan Munawar Senior Regional Manager – ASEAN Technology Solutions Consulting

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Achieving Superior Customer Experience and Satisfaction

Syed Rizwan MunawarSenior Regional Manager – ASEANTechnology Solutions Consulting

Today’s Customer is Different

Today’s Under-20 CustomerToday’s Under-20 CustomerConventional Banking CustomerConventional Banking Customer

Welcome,

Thank you for giving us

the opportunity to

present our case to you

today. We hope that you

will find the session

useful. Please do let us

know your feedback and

guide us in this

engagement going

forward

Welcome,

Thank you for giving us

the opportunity to

present our case to you

today. We hope that you

will find the session

useful. Please do let us

know your feedback and

guide us in this

engagement going

forward

wlcm,

thk U 4 givN us d

opRtunET 2 presnt our

case 2 U 2day. We hOp

dat U wiL find d sessN

useful. pls do lt us knO

yor fEdbak & guide us n

DIS NgAGmnt goin 4ward

wlcm,

thk U 4 givN us d

opRtunET 2 presnt our

case 2 U 2day. We hOp

dat U wiL find d sessN

useful. pls do lt us knO

yor fEdbak & guide us n

DIS NgAGmnt goin 4ward

Source: www.transl8it.com

© 2008 Oracle Corporation – Proprietary and Confidential

Customers are Spending More Time in a Virtual Environment

Internet UsageInternet Usage

Mobile Usage PenetrationMobile Usage Penetration

100 %

50 %

Views of M-Banking Among Users, non-users with mobile phones, non-users without mobile phones

Views of M-Banking Among Users, non-users with mobile phones, non-users without mobile phones


Profile of the New Customer


Evolving Banking Scenario


Rea

chR

each

TechnologyTechnology

• Process standardization

• Multi channel integration

• Strong back-office system

• Integrated customer service capability

Brick & MortarBrick & Mortar

Click & MortarClick & Mortar

Virtual BankVirtual Bank

What is Next???


Mobile / Internet Banking

Core Banking

Lending

Treasury

Trade Finance

Corporate Banking

Payments

Other Systems

PDA

Mobile

Internet

Phone bank

Integration Layer

Customer channels Bank back office systems

Emergence of Internet Banking posing New Business Challenges on Banks


• Changing customer buying behaviour

• Increasing expectations

• Customers no longer brand conscious – lack of ‘brand stickiness’

• Decreasing customer loyalty

• Lower switching cost

• Increasing competition from non-traditional players

• Competition across boundaries

• Reducing cycle time

• Lower entry barriers

• Customers demanding for differentiated services and products

• Increasing cost of operations

• Inefficient and limited degrees of flexibility

• Reducing margins

• Unstructured processes

• Increasing cost of managing fragmented systems

• Increasing financial crimes

• Changing regulations

• Information security risk

• Phishing

• Increasing risk of transaction errors

Enabling Technology Platform

Addressing Virtual Banking Demands

• Access to new customer segments with reduced operational and overhead expense

• Launch additional delivery channels & service platforms

• Comply to local regulations in multiple regions

• Seamlessly integrate with legacy systems

• Improved privacy and transaction security

• Customer service representative model


Mobile

Banking

Channel

Integration

Internet

Banking

Application

Integration

Electronic

Payments

Virtual Banking

Oracle Solution OverviewKey Components


Oracle Solution OverviewOracle Adaptive Access Manager


12

The State of Online SecurityThreats, Friendly Fire, and Helpful Legislation

Consumer Threats

Phishing, Pharming

Man in the Middle Attacks

Trojans, Malware

Internal Threats

Phishing, Pharming

Privileged User Access

Regulatory Compliance

FFIEC

PCI

HIPAA

Why is context aware security important?

Traditional Access Control

• Roles & Entitlements• User ID• Password• Hardware Tokens• Etc.

Fraud Problems

• Misuse• Stolen Credentials• Session Hijacking

1. “Simplify and Strengthen” User and Device Authentication• Lower Help Desk costs by simplifying end user authentication experience• Strengthen the process with Device, Behavior and Location Fingerprinting

2. “Prevent and Detect” Fraud against your online systems• Hundreds of Out-of-the-Box Anti-Fraud scenarios provide immediate return• Ease-to-Understand Admin interface allows for Real-Time adjustments • Quickly bolt-on to existing Web Access Management to strengthen security

3. “Record, Analyze and Report” online activity for audit/forensic purposes• Review and drill-down into session and transaction details based on the

User, the Application, IP Address, Location, Alert-Type, etc• Leverage the powerful Adaptive Reporting and BI Engine with over 50 Out-of-

the-Box reports and the ability to create Ad-Hoc queries

Real-Time Prevention of Identity Theft and Online Fraud


“Real-Time” Identity Theft + Fraud Prevention System

Users

Merchants

Admins

What A User What A User KnowsKnows (Pin, Password, Challenge (Pin, Password, Challenge

Questions)Questions)

Adaptive Access

Manager

User

Location Device

Inte

rnal

Ap

plic

atio

ns

Inte

rnal

Ap

plic

atio

ns


‘Adaptive’ Strong Authenticator OptionsVirtual Authentication Devices

TextPad

PinPad

KeyPadQuestionPad


Adaptive Virtual Authenticator Security - “Jitter”

Watch the number one key

Each time the KeyPad is used the keys are in a random location. This creates a random data

send every time.

Session A Session B


One-Time-Password (OTP)

Email and SMS Out-of-the-Box…Phone/IVR and Tokens through Partners



What A User What A User HasHas (Device Fingerprinting)(Device Fingerprinting)



Adaptive Access

Manager

User

Location DeviceUsers

Merchants

Admins

Inte

rnal

Ap

plic

atio

ns

Inte

rnal

Ap

plic

atio

ns


What Is Being Captured – Under the Covers? Used for Risk Scoring and Forensics



What a User What a User DoesDoes (Behavior Pattern + Profiling)(Behavior Pattern + Profiling)




Adaptive Access

Manager

User


Merchants

Admins

Inte

rnal

Ap

plic

atio

ns

Inte

rnal

Ap

plic

atio

ns


Auto-Learning Patterns and Behavior

Login Times

User Groups

Devices

Cities

States

Countries

Login Times

User Groups

Devices

Cities

States

Countries

PatternsPatternsConfigurable Actions

+/- User group

+/- IP group

+/- City group

+/- State group

+/- Country group

+/- Device group

+/- User group

+/- IP group

+/- City group

+/- State group

+/- Country group

+/- Device group

Devices

Cities

States

Countries

Devices

Cities

States

Countries

User ProfileUser

Profile Is/not member

% membership:

User vs himself

User vs others

Is/not member

% membership:

User vs himself

User vs others

RulesRules

Dynamically evaluate & profile activity



Where a User Where a User IsIs (Geo-Location)(Geo-Location)





Adaptive Access

Manager

User


Merchants

Admins

Inte

rnal

Ap

plic

atio

ns

Inte

rnal

Ap

plic

atio

ns


Geo-Location Fingerprinting

• The locations fingerprint is also stored in the

database and used by the policy engine to identify anomalies in user login

patterns.

• The policy engine also validates whether the

location is blacklisted and if the user is permitted to login from the location.


“Real-Time” Fraud Prevention with Single Sign On

Ora

cle

A

ccess

Man

ag

er

(Op

tion

al)

Where a User Where a User IsIs (Geo-Location with Quova)(Geo-Location with Quova)





Adaptive Access

Manager

User

Location Device

Prevents: Phishing, Pharming, Trojans, Key logging, Proxy Attacks, Insider threats

Users

Merchants

Admins

Inte

rnal

Ap

plic

atio

ns

Inte

rnal

Ap

plic

atio

ns


Oracle Solution OverviewOracle Real User Experience Insight


IT Realities in Banking Today

• Higher Quality of Service Remediate problems before they become

emergencies Monitoring it shortens resolution times Higher customer satisfaction and increase Top

line revenue

• Greater alignment between IT and Business Map operational decisions to business priorities Deliver services more efficiently and increase

employee productivity Gain details of exact user errors to eliminate

negative experience

• Enable proactive management Problem resolution to reduce call center costs Improved Service Levels Root-cause analysis - performance and

availability

Customer

Website Tele Service

View of Customer?

Customer

Website

(CustomizedPackaged App)

Core-Banking

OnlineService ?

Orders DB


What you do not want happening…


E2E Application and Service Performance

87%

73%

49%

28%

Consistent end-to-end application and service performance guarantees

Unplanned infrastructure changes resulting in incidents and downtime

Unanticipated infrastructure effects from consolidation & new application projects

Mis-configuration of network objects

Source: Forrester Research, Top Five Challenges For Enterprise IT Infrastructure Managers — And How To Resolve Them, Thomas Mendel, March 2005

“Real life experience shows: 74% of problem alerts come from end users complaining to the service desk about performance problems, not from monitoring infrastructure components!”

Jean-Pierre GarbaniForrester Research 2007

Business is demanding IT move from monitoring Systems to monitoring

Services


Moving Beyond Silo-Infrastructure SLAs


Key highlights:- Monitors actual real-user transactions- Replay of poor performance shows

exactly what users did and the errors they saw

- Executive dashboards

- Extensive KPI and SLA monitoring

- Quick bottle-neck analyses

- Transaction performance analyses

- Customized reporting & Full data integration via XML

KPI Monitoring

Transaction Performance Executive dashboard

Introducing Real User Experience InsightOptimizing end-user experience through real end-user monitoring

Data ExportBusiness Reporting


Key Beneficiaries and Value Propositions

Line of Business(LOB) Executive

Apps Manager /Apps Support IT Operations

Optimize Application And User Experience

Proactive Monitoring And

Diagnostics

Improve Business

Performance


Real User Experience Insight For:Line of Business Executives

Business Transaction FunnelSatisfaction Reports

Usage Reports: • Data Browser• Sales by

Country/State• Capacity Planning


Demographics and Usage Profiles


Real User Experience Insight For:Application Owners and Application Support

Business Service Monitoring (e.g. Order Entry, Buy Stock)

User SessionTracking,

Dashboards& SLM

Page Replay


Real User Experience Insight For:IT Operations

KPI configuration, monitoring, & alerting

Error reports & analysis

Data Export

Server, network, & object

performance diagnostics


Oracle Solution OverviewOracle Audit Vault


Oracle Audit VaultCompliance and Regulatory Reporting

Microsoft

SQL

Server *10g

Release 1

Other third

Party sources *

9i

Release 2

EBusiness

Suite *

Application

Server *

Siebel *PeopleSoft *

IBM

DB2 * 10g

Release 2

Protect, Consolidate, Detect, Monitor, Manage, Alert & Report

Audit

Archival

Mgmt

Proactive

Detection

and Alerts

Audit

Reports

Audit

Dashboard

Audit

Admin

Audit

Collection

Audit

Policy

Mgmt

Data

Mining &

Analysis

Custom

Reports

* Collectors can be developed using the Audit Vault SDK


Oracle Audit VaultOut-of-the-box Audit Assessments & Custom Reports

• Out-of-the-box reports• Privileged user activity• Access to sensitive data• Role grants, DDL activity

• Custom reports• Published warehouse schema • Use Oracle or 3rd party tools

• User-defined reports• What privileged users did

on the financial database?

• What user ‘A’ did across multiple databases?

• Who accessed sensitive data?


Oracle Audit VaultEarly Detection With Alerting

• Real time alerting • Evaluated takes place on incoming

audit data

• Highly granular• Directly viewing sensitive columns• Role grants on

sensitive systems• “DBA” grants on

all systems

• Alert specific reports• Easily view alerts through reporting

interface


Oracle Audit VaultScalable, Flexible & Secure

• Performance and Scalability• Scale to Terabytes with

partitioning• Data warehouse enables

business intelligence and analysis

• Security • Separation of duty• Privileged users can't modify

audit data• Data protected in transit from

source to Audit Vault


Oracle Audit VaultPolicy Based Audit Management

• Audit Vault Policies• Collection of audit settings

for databases• Provision database audit

settings centrally for compliance policies

• Compare against existing audit settings on source

• Demonstrate compliance with internal mandates

Audit Vault Administrator

Financial Database

Internet Banking

Core-Banking

SoX Audit Settings

Privilege User Audit Settings

Privacy Audit Settings


Oracle Audit Vault Protect Your Enterprise With Auditing

Oracle Database 10g Release 2

Oracle Database 10g Release 1

Oracle Database 9i Release 2 Other Sources,

Databases

Monitor EnforceReport Secure

Oracle Database 11g

Collect and Consolidate Audit Data

Simplify Compliance Reporting

Detect and Prevent Insider Threats

Scale and Security

Lower IT Costs With Audit Policies


Oracle Solution Overview

Enterprise Risk/Security & Experience Monitoring System

Key Differentiators



Documents

Achieving Superior Customer Experience and Satisfaction Syed Rizwan Munawar Senior Regional Manager – ASEAN Technology Solutions Consulting