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Salesforce for financial services: driving value for your business

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The world of financial services is undergoing change brought about by connected customers and complex regulations. A fundamental shift is required by firms of all sizes - to re-evaluate their ability to innovate at the speed their customers now demand. In this session, we’ll look at customer stories that highlight both global and local customer innovation, and how these organisations are building customer relationships, driving value and evolving with Salesforce.

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Salesforce for financial services: driving value for your business

  1. 1. Financial ServicesDriving value for your businessSimon Banks and Anthony
  2. 2. Technological change is transforminghuman relationships
  3. 3. Source: McKinsey Global Institute’s “The Social Economy: Unlocking value and productivity through socialtechnologies”Connecting on social channels
  4. 4. Australian generations are active in social• All generations are Online, not just ‘Gen Y’•A significant amount use more than 1 social network• 46% of all 20-26 yr olds (their children!!) access social everyday!Source: Yellow Social Media Report June 2012
  5. 5. Socially engaged customersspend 40% moreand are 30% more satisfiedSource: Bain & Company, “Putting social media to work” 2011Social Finds its Pay Day
  6. 6. Financial Services is Changing Faster than EverA Nexus of Disruption24/7 ConnectedCustomersOperational andRegulatoryComplexityCompetitiveDisruptionTechnologyRevolutions
  7. 7. A Customer Revolution in Financial ServicesBranch ContactCenterATMs Online Mobile Social,Connected1960s 1980s 2000s Today
  8. 8. The Next Revolution…
  9. 9. Companies are Disconnected from their CustomersYour Customers are Connected… Is Your Organisation Connected?Front OfficeBack OfficeManagement
  10. 10. Global Leader in Financial ServicesCustomer Success with Salesforce
  11. 11. Cloud, Mobile, Social Revolution:New Ways to ConnectCloud ComputingSocialNew ways toconnectTrustNew ways tobuild relationshipsMobileNew ways to reachcustomersBig DataNew ways todiscover insightCommunityNew ways tocollaborateAppsNew ways to buildapps
  12. 12. The customer company
  13. 13. Anthony MorrisSenior Director Global FinancialServices
  14. 14. How Do You Manage.....Channel TransitingMulti-Product NeedsHigh Value SociallyActive ClientsMobile Self Service Up-sellTo Complimentary ProductsScalable Advice Under FOFAFor A Digital, Social & Mobile Native
  15. 15. ConnectCustomersEverywhereMaintain LOBs, ActAs One FirmEngage & PromoteDialogue &Enablement Connect Products& ChannelsBecome a Customer Financial Services ProviderConnect Your Customers & Employees in a Whole New Way
  16. 16. Build Lifetime Relationships ThroughCustomer CommunitiesCreate Financial Communities for CustomersConnect Customers, Experts, andKnowledgeOffer Best Practices & HelpBecome a Trusted Partner with CustomersSmall Business Help, Buying a Home/Car,Managing Investments, etc.Source: 3rd-party survey of customers in the financial services industry40% Improved Customer Retention
  17. 17. GE Capital Connects Customers through thePower of CommunityCommunity helps customer CEOs and CFOs tap intoexpertise from peers and GE expertsEasily find and share competitive intelligence, industryknowledge, and best practicesBuilt in 5 weeks on“Were connecting customers to GE Capital —and to each other — quickly, efficiently, andsocially.”--Sigal Zarmi, CIO, Americas
  18. 18. Transform Collaboration Across the BankSocial Collaboration Across DepartmentsCreate Private, Secure GroupsShare Files, Feeds, Data, & ProfilesIntegrate Social Feeds and WorkflowFor Sales, Account Management, Risk &Pricing Decisions21% Improved Cross-sellingby Salesforce CustomersSource: 3rd-party survey of customers in the financial services industry
  19. 19. CommBank Transforms Employee Collaboration”It’s about helping employees do more in less time.”--Andy Lark, Chief Marketing OfficerConnected employees across groups to expand collectiveknowledge baseImproved visibility to customer issues in all channelsFaster response with streamlined and automated workflowprocesses
  20. 20. Become an “Apps Company”Fast, Agile Platform for Today and TomorrowRapidly Build Mobile & Desktop AppsUnified Record of Customer DataBridge Information in Siloed SystemsContain IT Costs with a Cloud PlatformDeliver through Multiple ChannelsSource: 3rd-party survey of customers in the financial services industry64% faster application deploymentby Salesforce customers
  21. 21. Live OakPlatform Enables Market Leadership100% Native Loan Originations on Force.comBooks Paper 4x Faster than Industry Average3rd Largest Lender of SBA Loans in the USA, Moving to SMB, Commercial &RetailDynamic, Visual, Intuitive, Multi-Service Orchestration contained in ONE lendingTool
  22. 22. USAAUSAA Delivers At Unheard of Speeds75+ Apps built on PlatformOperational, Front Office, Sales, ClaimsMulti-Line of BusinessInternal Facing Automation Services
  23. 23. Huntington16 Lines of Business – ONE PLATOFRMStandardized Sales Across the Entire CompanySingle Point of Reference for Customer InteractionCommon Leads, Reporting & Customer Insight for ALL UsersDrove Liquidity, Revenue & Customer Satisfaction In One Program20 Mos. Live, $2.1MM New Referrals, 40% Conversion Rate, 50% of LeadsClose
  24. 24. TD Remote Mortgage Specialists - SPEEDNative IOS Application90 Days & $120K To DeliverFull Leads, Sales, Campaigns, Offers, Opportunities,Document Management and Reports / Dashboards &Mortgage Capture“Would have taken us 18mos & $1MM to Deliver”TD Canada Trust
  25. 25. Merrill LynchA wealth management firm 100% in the cloudEntire Practice Management Checklists into workflowAll advisors equipped with iPad & iPhoneChatter brings advisors from multiple locations togetherExternal Chatter Groups enhance collaboration and communication with clientsSPEED, SOCIAL & MOBILE
  26. 26. SPEED TO MOBILEFully iPAD EnabledIntegrated Planning & Digital PresentationsFull Book of Business ManagementReal-time Reports & DashboardsComplete Client Connectivity & OutreachSocial Influence
  27. 27. AXA LIFE JAPANSPEED TO RESPOND – 10 WEEKS New channel (direct marketing) Fresh customer segment (single female) New face-to-face sales team New product (cancer income protection) New contact center for inbound & outbound• Fully coordinated across channels: Web, Phone, Mobile, Field Agents
  28. 28. With thanks to our sponsorsDIAMONDSPONSORSPLATINUM