at Financial Technnology Year
This content is provided by FinTechBenchmarker.com who are responsible for the content. Please contact them if you have any questions.
Oracle Financial Services CRM from Oracle Financial Services
Provides retail banking-specific functionality including customer onboarding, relationship management, marketing campaign management, analytics, and cross-selling capabilities. Enables banks to create personalized customer journeys and improve customer retention through integrated communication channels.
More about Oracle Financial Services
Product analysis by function
Customer Relationship Management for Retail Banking
Systems that help banks manage customer interactions, track customer information, and deliver personalized services.
More Customer Relationship Management
More Retail Banking ...
Core CRM Functionality
(10 Yes /10 Known /12 Possible features)
|
360° Customer View Consolidated view of all customer information, interactions, accounts, and relationships in a single interface |
Oracle Financial Services CRM advertises a consolidated customer view for banking relationships (via product literature and web demo). | |
|
Contact Management Ability to store, organize, and manage customer contact information across channels |
Contact management is a core CRM function and explicitly described in Oracle product documentation and demos. | |
|
Interaction History Comprehensive record of all customer touchpoints including branch visits, calls, emails, and digital interactions |
Interaction history (including calls, emails, digital) is promoted as part of the customer profile in Oracle's solution. | |
|
Account Hierarchy Visualization Visual representation of customer relationships, household connections, and account structures |
Account relationships and householding are shown visually in Oracle CRM documentation and support presentations. | |
|
Customer Segmentation Tools to segment customers based on demographic, behavioral, transactional, and profitability attributes |
Customer segmentation (demographic, behavioral, profitability) is an explicit Oracle CRM feature for targeted campaigns. | |
|
Task Management System for creating, assigning, and tracking tasks related to customer service and sales activities |
Task and activity management for sales and service are standard in Oracle CRM workflows. | |
|
Document Management Repository for storing, organizing, and retrieving customer documents with version control |
Document management (including KYC, onboarding) is integral to Oracle CRM, per feature list and implementation guides. | |
|
Workflow Automation Automated processes for common banking workflows like account opening, loan applications, and service requests |
Workflow automation (account opening, loan requests) is a promoted differentiator for Oracle Financial CRM. | |
|
Role-based Access Control Security features that limit access to customer data based on employee roles and responsibilities |
Role-based access control is offered to comply with banking and privacy standards (source: product documentation). | |
|
Customer Lifecycle Tracking Ability to track and visualize the entire customer journey from acquisition through growth and retention |
The system tracks and visualizes the full customer lifecycle with onboarding, growth, and retention dashboards. | |
|
Search Capability Depth How deeply the system can search across customer records, transactions, and documents |
No information available | |
|
Record Processing Speed How quickly the system can process and display comprehensive customer records |
No information available |
Omnichannel Banking Support
(8 Yes /8 Known /12 Possible features)
|
Channel Integration Seamless connection between branch, call center, online, mobile, and ATM interactions |
Oracle CRM integrates channels: branch, call center, online, and mobile per solution briefs and demonstrations. | |
|
Cross-channel Journey Tracking Ability to track customer journeys that span multiple channels without losing context |
Cross-channel journey tracking noted as a differentiator according to Oracle's customer experience marketing pages. | |
|
Unified Communication History Single view of all customer communications regardless of channel |
Unified communication history is specifically mentioned under Oracle's omnichannel capabilities. | |
|
Channel Preference Management Tools to record and honor customer preferences for specific channels |
Management of channel preferences and honoring customer selections is included in Oracle CRM's features. | |
|
Channel Switching Support Ability to maintain context when customers switch between channels during a transaction or inquiry |
Maintaining context as users switch channels is mentioned as a channel continuity feature in Oracle literature. | |
|
Video Banking Integration Support for video consultations with recording and integration into customer records |
No information available | |
|
Branch Appointment Scheduling Digital tools for customers to schedule branch appointments with appropriate specialists |
Branch appointment scheduling is featured, especially during digital onboarding workflows. | |
|
Social Media Integration Ability to incorporate social media interactions into customer profiles and service records |
Social media integration is referenced in advanced communication integration scenarios. | |
|
Chatbot Conversation Archive Storage and analysis of automated chat conversations with context preservation |
No information available | |
|
Channel Shift Analytics Metrics on how customers move between channels and identification of friction points |
Channel shift analytics are available for identifying where cross-channel handoffs fail or succeed. | |
|
Supported Channels Total number of different banking channels the CRM system can integrate with |
No information available | |
|
Cross-channel Sync Latency Time required for information updated in one channel to appear in all other channels |
No information available |
Sales and Marketing Capabilities
(12 Yes /12 Known /14 Possible features)
|
Campaign Management Tools to plan, execute, and track marketing campaigns across channels |
Campaign planning, targeting, and execution across channels clearly supported in marketing modules. | |
|
Lead Management System for capturing, scoring, distributing, and tracking leads through the sales process |
Lead management, capturing, scoring, and tracking are fundamental Oracle Financial CRM use cases. | |
|
Opportunity Management Framework for tracking potential sales from identification through conversion |
Opportunity management capabilities are covered in the product's sales enablement documentation. | |
|
Product Recommendation Engine AI-driven tools that suggest relevant banking products based on customer profiles and behaviors |
Product recommendation capabilities are advertised with AI-driven personalization. | |
|
Sales Pipeline Visualization Visual representation of sales opportunities at various stages of the sales process |
The solution includes visualization of the sales pipeline for management and team use. | |
|
Sales Scripts and Guided Selling Interactive guides that help bank staff navigate sales conversations effectively |
Sales scripts and guided sales flows are part of Oracle Financial CRM for staff enablement. | |
|
Referral Tracking System for managing and incentivizing customer and employee referrals |
Referral and incentive management described as integrated features for employee and customer referrals. | |
|
Event Management Tools for planning, executing, and analyzing customer events and seminars |
Event and seminar tools for customer engagement are mentioned in Oracle's promotional material. | |
|
Marketing Automation Automated execution of marketing actions based on triggers and customer behaviors |
Oracle CRM contains marketing automation for triggered campaigns based on customer actions. | |
|
Sales Performance Analytics Dashboards and reports tracking individual and team sales performance against goals |
Sales performance dashboards and analytics are part of the out-of-box reporting. | |
|
Next Best Action Intelligence AI-driven recommendations for the most appropriate next step with each customer |
Oracle touts Next Best Action as an AI-driven recommendation capability for bankers. | |
|
Campaign ROI Tracking Financial analysis of marketing campaign performance and return on investment |
Campaign ROI tracking and financial attribution are supported by Oracle CRM reporting modules. | |
|
Lead Scoring Precision How accurately the system can score leads based on likelihood to convert |
No information available | |
|
Campaign Execution Capacity Maximum number of simultaneous marketing campaigns the system can execute |
No information available |
Customer Service Features
(11 Yes /11 Known /13 Possible features)
|
Case Management System for tracking customer service cases from creation to resolution |
Case management for customer issues and complaints is a core module (see Oracle solution map). | |
|
Service Level Agreement Tracking Tools to monitor and ensure compliance with service level agreements |
Tracking of SLAs is part of Oracle CRM to support regulated service standards. | |
|
Knowledge Base Searchable repository of banking information and procedures for customer service staff |
A knowledge base for staff is standard in Oracle Financial CRM's customer service environment. | |
|
Queue Management System for organizing and prioritizing customer service requests |
Queue management for customer service requests is part of workflows designed for efficiency. | |
|
Problem Resolution Tracking Ability to track recurring issues and their resolution across customer base |
Oracle CRM product documentation describes tracking recurring and resolved issues. | |
|
Customer Feedback Collection Tools for gathering, analyzing, and acting on customer feedback |
Oracle's modules include feedback collection through surveys and digital engagement. | |
|
Self-service Portal Integration Connection between self-service tools and agent-assisted service for seamless transitions |
Self-service portal integration is present for connecting digital customer tools to agents. | |
|
Service Request Automation Automated handling of common service requests like address changes |
Service request automation is standard for address changes and routine service items. | |
|
Voice of Customer Analysis Tools for analyzing and deriving insights from customer feedback and interactions |
Voice of customer and sentiment analysis is described in Oracle's analytics offering. | |
|
Interactive Problem Solving Tools Guided solutions that help service agents resolve complex issues |
Guided resolution (interactive scripts for agents) referenced in Oracle service documentation. | |
|
Customer Satisfaction Tracking Systematic measurement of customer satisfaction across touchpoints |
Oracle provides tools for tracking customer satisfaction such as CSAT and NPS metrics. | |
|
Average Resolution Time Typical time taken to resolve customer service cases with the system |
No information available | |
|
Knowledge Base Size Volume of articles and resources available in the customer service knowledge base |
No information available |
Analytics and Reporting
(11 Yes /11 Known /14 Possible features)
|
Standard Reports Library Pre-built reports covering common banking metrics and KPIs |
A large library of standard banking analytics and compliance reports comes with the product. | |
|
Custom Report Builder Tools allowing users to create customized reports without technical knowledge |
Custom report and dashboard builder offered for business users. | |
|
Executive Dashboards High-level visual summaries of key business metrics for decision makers |
Executive dashboards are part of Oracle CRM's analytics and reporting suite. | |
|
Predictive Analytics AI-powered forecasting of customer behaviors, churn risk, and product adoption |
Predictive analytics, including churn risk and product adoption, are promoted Oracle features. | |
|
Customer Profitability Analysis Tools to calculate and visualize the profitability of individual customers and segments |
Customer profitability analysis is part of Oracle's value to banks per solution briefs. | |
|
Behavioral Analytics Analysis of customer transaction patterns and digital banking behaviors |
Behavioral analytics for customer digital and transaction activity is included. | |
|
Share of Wallet Analysis Tools to estimate customer's total financial activity and the bank's portion |
Oracle references Share of Wallet tools in marketing and cross-sell analytics. | |
|
Product Usage Analytics Insights into how customers use different banking products and services |
Product and service usage analytics are detailed in Oracle CRM feature lists. | |
|
Relationship Deepening Metrics Measurement of cross-sell success and relationship growth over time |
Relationship deepening and monitoring cross-sell is covered in Oracle's analytics documentation. | |
|
Performance Benchmarking Tools to compare performance against internal targets and industry benchmarks |
Performance benchmarking against targets and peer banks is a standard reporting feature. | |
|
Customer Lifetime Value Modeling Projection of long-term value of customer relationships |
Customer lifetime value modeling is referenced in Oracle's value proposition for banks. | |
|
Report Export Options Variety of formats available for exporting reports and data |
No information available | |
|
Historical Data Retention Length of time customer data is retained for historical analysis |
No information available | |
|
Analytics Processing Power Volume of data that can be processed for real-time analytics |
No information available |
Integration Capabilities
(11 Yes /11 Known /14 Possible features)
|
Core Banking System Integration Connection with the bank's central transaction processing system |
Oracle CRM is tightly coupled with core banking systems via standard APIs and integration methods. | |
|
Digital Banking Platform Integration Connection with online and mobile banking platforms |
Integration with digital (online/mobile) banking platforms is a key Oracle CRM feature. | |
|
Contact Center Integration Linkage with call center telephony and management systems |
. | No information available |
|
Marketing Automation Platform Connection Integration with external marketing tools and platforms |
Connections to external marketing platforms (e.g., Oracle Eloqua) are available. | |
|
Document Management System Linkage Connection with enterprise document storage and retrieval systems |
Document management system integration for enterprise storage is supported. | |
|
Third-party Data Enrichment Ability to incorporate external data sources to enhance customer profiles |
Third-party data enrichment is advertised for onboarding and ongoing relationship management. | |
|
API Availability Accessible application programming interfaces for custom integrations |
APIs are a cornerstone for Oracle CRM integration with custom and external systems. | |
|
Single Sign-On Support Unified authentication across banking systems for staff efficiency |
Single-sign on (SSO) compliance is referenced in technical overviews as a deployment option. | |
|
Data Warehouse Connection Integration with enterprise data storage for comprehensive analysis |
Data warehouse connection is standard for analytics and reporting. | |
|
Regulatory Reporting System Integration Connection with compliance and regulatory reporting tools |
Regulatory reporting integration is core for banks using Oracle CRM. | |
|
Fintech Ecosystem Compatibility Ability to connect with third-party financial technology solutions |
Fintech ecosystem connectivity is highlighted as a use case for open banking via Oracle APIs. | |
|
Real-time Integration Capabilities Support for instantaneous data exchange between systems |
Support for real-time integration is mentioned in product performance and tech documentation. | |
|
API Count Number of available APIs for integration purposes |
No information available | |
|
Integration Implementation Time Average time required to implement a standard system integration |
No information available |
Personalization and Customer Experience
(11 Yes /11 Known /13 Possible features)
|
Customer Journey Mapping Tools to visualize and optimize the customer's path across the banking relationship |
Customer journey mapping and visualization are strongly branded capabilities. | |
|
Personalized Dashboards Customizable interfaces for different bank staff roles and preferences |
Dashboards and pages are customizable to user roles and business need. | |
|
Customer Communication Preferences System for recording and honoring customer preferences for communication timing and channels |
Oracle CRM allows storing and enforcing customer communication preferences. | |
|
Life Event Detection Ability to identify significant customer life events that create financial needs |
Detection of customer life events is part of automated alerting and segmentation. | |
|
Behavioral Triggers Automated alerts based on specific customer behaviors or transaction patterns |
Behavioral triggers and automation for customer actions referenced in system feature lists. | |
|
Personalized Offer Management System for creating and delivering individualized product offers |
Personalized offer management is essential for the marketing and cross-sell features. | |
|
Financial Goal Tracking Tools to help customers set and monitor progress toward financial objectives |
Financial goal setting and tracking are available for retail and wealth segments. | |
|
Customer Experience Metrics Measurement of satisfaction, effort, and loyalty across the relationship |
Standard and custom metrics for CX (NPS, CSAT, effort) included. | |
|
Relationship-based Pricing Support for pricing products based on the overall customer relationship |
Relationship-based pricing is supported for cross-product banking customers. | |
|
Customer Recognition Tools Features that help staff recognize and acknowledge customer milestones |
Recognition of customer milestones is referenced in loyalty and retention features. | |
|
Moments of Truth Management Special handling for critical customer interactions that shape perception |
Handling of crucial customer moments is a focus in Oracle's service training modules. | |
|
Personalization Algorithm Complexity Sophistication level of the algorithms used for customer personalization |
No information available | |
|
Journey Map Complexity Maximum number of touchpoints that can be tracked in a single customer journey |
No information available |
Mobile and Digital Features
(10 Yes /10 Known /13 Possible features)
|
Mobile CRM App Dedicated application for bank staff to access CRM functions on mobile devices |
Oracle CRM supports mobile CRM applications for staff. | |
|
Digital Onboarding Support Tools for managing customers acquired through digital channels |
Onboarding functionality is available for digital banking customers. | |
|
Digital Behavior Tracking Analytics on customer website and app usage patterns |
User digital behavior tracking is provided in analytics modules. | |
|
Mobile Alert Management System for managing the creation, sending, and tracking of mobile alerts to customers |
Mobile alerting and notification management are standard for banking CRM users. | |
|
Location-based Services Features that leverage customer location data for relevant offerings |
Location-based services are a promoted mobile CRM capability. | |
|
Digital Document Collection Tools for securely requesting and receiving customer documents electronically |
Digital document collection is integrated into the onboarding and ongoing service flow. | |
|
Digital Signature Support Integration with e-signature solutions for paperless transactions |
Digital signature support is referenced in digital onboarding/playbooks. | |
|
App Usage Analytics Detailed metrics on how customers use banking applications |
Application usage analytics is provided for both web and mobile apps. | |
|
Digital Communication Archive Storage and retrieval of all digital customer communications |
Digital communication archiving is available for compliance and CX tracking. | |
|
Digital Channel Performance Metrics Measurement of effectiveness and efficiency of digital banking channels |
Digital channel metrics and reporting are standard Oracle features. | |
|
Offline Functionality Ability for mobile CRM to function without constant network connection |
No information available | |
|
Mobile Device Support Number of different mobile platforms supported (iOS, Android, etc.) |
No information available | |
|
Digital Signature Processing Time Time required to process and verify digital signatures |
No information available |
Compliance and Risk Management
(11 Yes /11 Known /13 Possible features)
|
Consent Management System for recording and managing customer consent for data usage and marketing |
Consent management and privacy controls for data usage are promoted in compliance features. | |
|
Regulatory Documentation Tools for ensuring required regulatory disclosures and documents are provided |
Regulatory documentation and disclosure management included for financial services compliance. | |
|
Customer Due Diligence Support for Know Your Customer (KYC) and Customer Due Diligence processes |
Support for KYC and customer due diligence is provided during onboarding and ongoing review. | |
|
Suspicious Activity Monitoring Tools for identifying and reporting potentially suspicious transactions |
Suspicious activity monitoring tools are part of the compliance and risk suite. | |
|
Compliance Reporting Automated generation of reports required by banking regulators |
Automated compliance reporting for regulators is part of the Oracle ecosystem integration. | |
|
Audit Trail Comprehensive logging of all system actions and data changes |
Thorough audit trail features are core to Oracle's compliance guarantees. | |
|
Data Privacy Controls Features that protect customer data and ensure privacy compliance |
Data privacy tools are referenced for GDPR and CCPA compliance. | |
|
Complaint Management System for recording, tracking, and resolving customer complaints |
Complaint and dispute tracking modules are available and configurable. | |
|
Suitability Assessment Tools for evaluating the appropriateness of products for specific customers |
Suitability assessment tools, particularly for regulated products, are referenced in product documentation. | |
|
GDPR/Data Protection Compliance Features specifically designed to support data protection regulations |
Support for GDPR and other data protection regulations is provided through built-in tools. | |
|
Vulnerability Assessment Tools to identify vulnerable customers who require special consideration |
Vulnerability (at-risk customer) tracking can be implemented via Oracle CRM's rules and alerts. | |
|
Audit Trail Retention Duration for which system activity logs are retained |
No information available | |
|
Compliance Rule Capacity Maximum number of compliance rules that can be actively monitored |
No information available |
Technical and Operational Considerations
(11 Yes /11 Known /15 Possible features)
|
Cloud Deployment Option Availability of cloud-based deployment model |
Oracle offers both cloud and hybrid cloud deployments for its CRM. | |
|
On-premises Deployment Option Availability of traditional on-site deployment model |
On-premises deployment remains an option for Oracle financial institutions. | |
|
Hybrid Deployment Support Ability to operate in mixed cloud/on-premises environments |
Hybrid deployment models (cloud with on-prem) are supported, per technical reference. | |
|
Scalability Ability to handle growing volumes of customers and transactions |
Scalability to large customer bases and transaction volumes is a major Oracle CRM selling point. | |
|
Disaster Recovery Built-in capabilities for system recovery after disruption |
Disaster recovery is referenced as part of Oracle's business continuity toolkit. | |
|
Data Encryption Encryption of sensitive customer data at rest and in transit |
Data encryption (at rest and in transit) is standard in Oracle's platform. | |
|
Multi-language Support Ability to present interfaces in multiple languages |
Multi-language interfaces are available in retail banking deployments globally. | |
|
Multi-currency Support Handling of multiple currencies in transaction and account data |
Multi-currency capability is built in for multinational and retail banking customers. | |
|
Accessibility Compliance Adherence to accessibility standards for users with disabilities |
Oracle states accessibility compliance in its software development lifecycle and product overviews. | |
|
System Customization Tools Features allowing banks to customize the system without vendor intervention |
System customization for business process and UI is available to clients. | |
|
Mobile Responsiveness Automatic adaptation of interfaces to different screen sizes |
Mobile interfaces are responsive and adapt to device screens per Oracle technical guides. | |
|
User Concurrency Maximum number of simultaneous users the system can support |
No information available | |
|
System Uptime Guaranteed availability of the system |
No information available | |
|
Backup Frequency How often system data is automatically backed up |
No information available | |
|
Transaction Processing Speed Number of customer transactions the system can process per second |
No information available |
This data was generated by an AI system. Please check
with the supplier. While you are talking to them, remind them that they need
to update their entry.