In a digital world where consumers expect interactions to be quick and easy, you need modern IT solutions that create efficiencies and leave them satisfied. Oracle Policy Administration (OPA), a business automation tool, and Oracle Service Cloud, a customer experience solution, are a dynamic duo that help improve the overall experience of customers and employees alike, while boosting operational efficiency and productivity. The result is long-term, loyal customers and a better bottom line. In this SlideShare, we look at how these two applications can help you meet the expectations of today's digital consumer, as well as streamline your own business processes in a variety of areas including: Self-service online applications and forms Loan origination and pre-authorization Insurance quoting, underwriting, and claims adjudication Loan origination and pre-authorization Needs analysis Regulatory and compliance Risk assessment and fraud detection

1. USING DIGITAL TECHNOLOGY TO WIN
AND RETAIN CLIENTS IN FINANCIAL SERVICES

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ABOUT PERFICIENT
Perficient is the leading digital transformation
consulting firm serving Global 2000 and enterprise
customers throughout North America.
With unparalleled information technology, management consulting,
and creative capabilities, Perficient and its Perficient Digital agency
deliver vision, execution, and value with outstanding digital
experience, business optimization, and industry solutions.

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PERFICIENT PROFILE
Founded in 1997
Public, NASDAQ: PRFT
2015 revenue $473.6 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chattanooga,
Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax,
Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis,
New York City, Northern California, Oxford (UK), Southern California,
St. Louis, Toronto
Global delivery centers in China and India
>2,800 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards

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FINANCIAL SERVICES SOLUTIONS
Perficient helps leading multinational banks and top-tier financial services firms shape the future of finance through the
modernization of products, services, and processes. We deliver value with our deep business and technical expertise with
front-, middle- and back-office functions to reduce operational risk, lower operating costs, improve business efficiency and
productivity, enhance the customer experience, and refocus on growing market share.
Solutions
• Regulatory compliance and
risk management
• Client onboarding and
customer centricity
• Portal design and development
(B2B and B2C)
• Enterprise content management
• BPM templates and solution
accelerators
• Business intelligence, analytics,
and reporting
• Client data masters
• Retirement industry services
Consulting Services
• Business and technology
solution rationalization
• Architecture planning and
platform selection
• Program value and cost
management
• Business process improvement
• Usability testing and
user-centered design
• Quality management
• Business integration

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ORACLE PLATINUM PARTNER
PARTNERSHIP & EXPERIENCE
• Oracle Platinum Partner
• Oracle Certified Education Training Partner
• Nearly 20-year relationship
• Hundreds of successful implementations
• Cloud enablement
• Hardware and software reseller
• Professional consulting and implementation services
SOLUTION EXPERTISE
Dedicated Practices
• Oracle ERP
• Oracle BI
• Oracle EPM-Hyperion
• Oracle Technology (SOA/WC)
• Oracle CX-CRM
Industry Expertise
• Healthcare
• Financial Markets
• Retail & Consumer Markets
• Oil &Gas
• Life Sciences

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FEATURED SPEAKER
Sheri Hastings, Solutions Architect
sheri.hastings@perficient.com
• 25+ years of experience with business-driven technologies that help
organizations operate more efficiently
• Specialize in Oracle Policy Administration and Oracle Service Cloud
implementations
• 500+ implementation projects

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AGENDA
Current state in financial services
Overview of Service Cloud / Oracle Policy Automation
Uses cases
Features
Loan application use case
Live demonstration
Next steps
Q&A

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CURRENT STATE IN
FINANCIAL SERVICES

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TOP 6 PRIORITIES TO FUEL GROWTH
• According to Gartner, growth is the number one priority
among senior-level executives in the financial services
industry.
• There are six priorities that financial institutions
(i.e., companies that sell products and solutions in
banking, securities, capital markets, asset management,
wealth management, insurance, and other segments)
must have in mind in order to spur and sustain growth:
1. Business Intelligence and Analytics
2. Digital
3. Cloud
4. Smart Machines
5. Technology Partnerships
6. Cybersecurity

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ORACLE SERVICE CLOUD /
ORACLE POLICY ADMINISTRATION

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ORACLE SERVICE CLOUD AND OPA TOGETHER
• Helps you provide a consistent, cross-channel experience throughout the customer
lifecycle – supporting information-driven and collaborative sales and service
• Improve customer satisfaction, service quality, and reliability
• Improve loyalty and advocacy with tailored information
• Rules based needs analysis to drive demand across channel
• Customer 360-degree view including digital and social behavior; direct and indirect channel

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SAMPLE USE CASES
• Self-service applications and online forms
• Insurance quoting, underwriting and claims
• Adjudication
• Loan origination and pre-authorization
• Needs analysis
• Regulatory compliance
• Customer on-boarding
• Customer scoring
• Underwriting
• New business
• Complex calculations; rating, settlements and payouts
• Product recommendations
• Fraud detection

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SAMPLE FEATURES
• Content authoring
• Knowledge analytics
• Case management
• Web / social self-service
• Email support
• Live chat
• Co-browse
• Guided resolution
• Customer engagement
• Dynamic interviews
• Mobility
• Team collaboration
• Customer communication
• Unified agent desktop

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LOAN APPLICATIONS

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“Through further centralization and digitalization of our credit process
from application to approval to documentation, we will enhance data
collection and analysis, shorten the duration of the process, allowing
for us for an improved customer experience.”
- Ralph W. Babb, Chairman & CEO, Comerica

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WHAT IS IT?
Oracle Service Cloud and OPA can be used to help the potential loan customer understand their options,
while still saving time for the loan officer and optimizing loan throughput for the financial institution.

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BENEFITS TO FINANCIAL INSTITUTIONS
• Faster more accurate though-put: Queue high yield
loan applications for immediate processing. Saves
time spent on less qualified applicants
• Automatic alerts: Avoid mistakes related to
compliance and risk assessment
• Ability to survey users
• Ability to report/trend on applicants
• Future marketing opportunities
• Slice-and-dice data as needed for trending
• Knowing an individual applicant’s history
• Self-help for applicants
• Consistent answers
• Less time answering applicant questions
• More accurate application

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BENEFITS TO LOAN APPLICANTS
• Immediate feedback on eligibility
• Save submittal fee if loan indicates
ineligible
• Know right away and save time
• Convenience: Application can be completed
anywhere, anytime
• Privacy: No need to without sharing personal
information over the phone or on paper hard copy
• No need to re-enter the same personal information
multiple times for different loan applications
• Online-assistance for each field just by hovering
over it

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LIVE DEMO

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NEXT STEP / QUICK START SOLUTIONS
• Customer Experience Assessment
o On-site interviews with key stakeholders
and end-user
o Map key customer journeys
• Synthesis & Analysis
• Estimate potential impact on investments &
results
• Recommendations
• Estimated duration for implementation: 3 weeks
• Estimated cost: $21,000
• Includes knowledge transfer

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QUESTIONS
(don’t hesitate to email sheri.hastings@perficient.com after the webinar)

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FOLLOW US ONLINE
• Perficient.com/SocialMedia
• Facebook.com/Perficient
• Twitter.com/Perficient_FS
• Blogs.perficient.com/financialservices
Guides:
• Top 6 Priorities to Fuel Growth in Financial
Services (Download)
• Building a Customer-Centric Model in
Financial Services (Download)

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THANK YOU