Connections, hosted by Artesian Solutions, is the B2B conference dedicated to excellence in sales and relationship management. These slides were presented to an audience of over 200 sales leaders from some of the top UK enterprises on 28th November 2018.
4. Quick Agenda
1
2
3
4
5
Our journey together through numbers
Customers in the Spotlight and their stories of success
What's next for Artesian?
Tackling Risky Busy Head-on – a tale from Metro Bank
Closing thoughts
5. # C o n n e c t i o n s 1 8
Interesting numbers
800,000
Companies
6. # C o n n e c t i o n s 1 8
Interesting numbers
800,000
Companies
3,400 useful
things
7. # C o n n e c t i o n s 1 8
Interesting numbers
800,000
Companies
3,400 useful
things
2.5 million
computational
matches
8. # C o n n e c t i o n s 1 8
Interesting numbers
800,000
Companies
3,400 useful
things
2.5 million
computational
matches
2 trillion searches
per week
or 13 billion per
hour!
9. # C o n n e c t i o n s 1 8
Operationally
42,359
Commercial
professionals
10. # C o n n e c t i o n s 1 8
Operationally
42,359
Commercial
professionals
323,813
Connections
made
11. # C o n n e c t i o n s 1 8
Operationally
42,359
Commercial
professionals
323,813
Connections
made
3,550
training courses
completed
12. # C o n n e c t i o n s 1 8
Operationally
42,359
Commercial
professionals
323,813
Connections
made
3,550
training courses
completed
14,742
Support tickets raised
with 87% first contact
resolution
13. # C o n n e c t i o n s 1 8
Operationally
42,359
Commercial
professionals
323,813
Connections
made
3,550
training courses
completed
14,742
Support tickets raised
with 87% first contact
resolution
99.1%
Customer
Satisfaction
16. # C o n n e c t i o n s 1 8
Best Industry ROI
1,804
New
Opportunities
£10.9m
Total
Attributed Pipeline
48x
ROI
(Gross Revenue/Spend)
£6.9m
Attributed
Closed Deals
Snapshot for last 7 months…
"Artesian helps us open up new
opportunities and improve our win
rates on existing pipeline"
Paul Evans, Regional Director
17. # C o n n e c t i o n s 1 8
Innovation in the Intermediary Channel
18. # C o n n e c t i o n s 1 8
Innovation in the Intermediary Channel
Improved Customer
Retention
Increase Revenue
Improved Productivity
Improved Customer
Experience
“Through Artesian - RSA provides its
Brokers with frictionless access to
advanced prospecting capabilities to
help them find, win and retain more
business.”
Alan Houston
Strategic Account Director
19. # C o n n e c t i o n s 1 8
Driving world-class active engagement
20. # C o n n e c t i o n s 1 8
Driving world-class active engagement
‘’Over 4 years of working with
Artesian we have consistently
achieved active user
engagement in the high 9’s by
keeping our program fresh’’
Amanda Duffield
Director, Sales Initiatives & Development
Engaging: Using the higher value parts of the service Interacting: Using the online service more extensively
Consuming: Watchlists setup, consuming results Dormant: No activity
News: All activity relating to News. For example, browsing the News Page for a company.
Corporate: Activity relating to accessing corporate information about a company. For example, viewing the ‘Company Info’ page.
People: Activity specifically related to people within a company. For example, viewing the People tab for a company.
Prospector: Any activity relating to the use of the Artesian Prospector.
Preferences: Making changes to the Artesian configuration and settings. For example, adding new companies.
Social: Activity generated when interacting with insights surfaced via blogs and Twitter.
Markets: All Industry Sector related activity, generated from ‘Markets’ tab
Michael Allen 91
Andrew Miles 86
Kenny White 82
Corporate & Commercial
Commentary
Number of Artesian Actions performed
Average per Month Per User per Month
49533 50
Artesian Score
Top Users Artesian Score
Guide: Anything over 35 is considered good
Number of Users 1066
Richard Agger 100
Ian Mcgee 98
997 1003 1277 1291 1094 1078 1066
0
200
400
600
800
1000
1200
1400
0%
20%
40%
60%
80%
100%
Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Usage
Activity Breakdown
News
Corporate
People
Prospects
Preferences
Social
Markets
315 3221 698
0% 20% 40% 60% 80% 100%
Training Recency
2018 2017 2016 Not trained in last 2 years
Artesian NPS in yourTeam
65+
0%
20%
40%
60%
80%
100%
RBS Usage Avg
Engaging
Interacting
Consuming
Dormant
RBS Group Artesian NPS + 35
21. # C o n n e c t i o n s 1 8
Innovation in Education
22. # C o n n e c t i o n s 1 8
Innovation in Education
‘’We have successfully embedded Artesian into our daily
business process to great effect seeing an uplift in NPS’’
Andy Clarke, Director, Head of Customer Experience Delivery
27. # C o n n e c t i o n s 1 8
Innovation in front-line decisioning
28. # C o n n e c t i o n s 1 8
Innovation in front-line decisioning
“Artesian is helping us put Risk and Compliance at the heart of
our commercial process, to make better and faster decisions
and serve a greater need than regulation alone.”
Jeff Courtney
Head of Portfolio & Planning
29. # C o n n e c t i o n s 1 8
CHALLENGE
Streamlining
onboarding
processes to
maintain
40%growth
SOLUTION
Front-line risk
decisioning &
compliance
platform for
Relationship
Managers
RESULTS
Reduce account
opening times by
90%
Innovation in front-line decisioning
37. Future Agenda | aim to build a richer view of the world in 2025
Cities
Education
Learning
Transport
Collaboration
Energy
LoyaltyTravel
Company Food
Payments
Water
Connectivity
Wealth
Currency
Government
Resources
Work
Ageing
Data
Health
Trade
The world’s leading open foresight program
39. Looking outside-in | scanning wider, thinking broader
“If you want to see the future coming, 90 cent of what
you need to learn, you’ll learn outside of your
industry.” Gary Hamel | Leading the Revolution
64. “We always overestimate
the change that will occur
in the next two years …
and underestimate the
change that will occur in
the next ten.
Don't let yourself be lulled
into inaction.”
96. # C o n n e c t i o n s 1 8
Enablement
3550 courses completed so far this year
Classroom | VIP | Self-paced | Superuser Pathway | Tailored | Webinar
97. # C o n n e c t i o n s 1 8# C o n n e c t i o n s 1 8
Artesian Leadership Programme
99. Here for you
1
Rich
Industry
buzzwords beta
International
2
Matt
Risk &
Compliance
3
Your Artesian
Contact
Enablement;
Anything else
richard.clark@artesian.co matt.elsom@artesian.co
100. @artesian | #Connections18 | artesian.co
The B2B conference dedicated to excellence in sales and relationship management.
A quick look at what I am going to get done
I am going to start by sharing some really interesting numbers which illustrate your growth in using artesian to solves sales execution problems
For those parents amongst you who live their lives through the achievements of your kids you will understand how Mike, Steve and I as the founders of Artesian feel about you!
I decided the best way to convey advice about what great looks like was to pick out some examples of your brilliant achievements and with the kind permission of these customers – share these examples with you
I will finish by covering our exciting plans for Artesian (you will see some of these new things at 3.45 after coffee) and again to bring this to life I am going to ask another special guest to say a few words to explain what we have been doing with them
I wanted to give you a feel for how we have grown and rather than showing you one of those Corporate graphs and logos I thought I would try and illustrate this in numbers
You are now tracking some 800k companies
And our advanced AI and Machine Learning algorithms are currently looking for around three and a half thousand things which can jet propel your sales agenda
Each week (taking out duplicates) we generate around 2.5 million unique computational matches which are usually stories about companies and the people inside them
We then refine these stories picking the best ones and combining them with reference data and then we push them to you to action and use
Now that’s the equivalent of 2 trillion google searches each week or around 13 billion per hour
And to give you persoective the national debt of the USA is roughly $5 trillion.
I wanted to give you a feel for how we have grown and rather than showing you one of those Corporate graphs and logos I thought I would try and illustrate this in numbers
You are now tracking some 800k companies
And our advanced AI and Machine Learning algorithms are currently looking for around three and a half thousand things which can jet propel your sales agenda
Each week (taking out duplicates) we generate around 2.5 million unique computational matches which are usually stories about companies and the people inside them
We then refine these stories picking the best ones and combining them with reference data and then we push them to you to action and use
Now that’s the equivalent of 2 trillion google searches each week or around 13 billion per hour
And to give you persoective the national debt of the USA is roughly $5 trillion.
I wanted to give you a feel for how we have grown and rather than showing you one of those Corporate graphs and logos I thought I would try and illustrate this in numbers
You are now tracking some 800k companies
And our advanced AI and Machine Learning algorithms are currently looking for around three and a half thousand things which can jet propel your sales agenda
Each week (taking out duplicates) we generate around 2.5 million unique computational matches which are usually stories about companies and the people inside them
We then refine these stories picking the best ones and combining them with reference data and then we push them to you to action and use
Now that’s the equivalent of 2 trillion google searches each week or around 13 billion per hour
And to give you persoective the national debt of the USA is roughly $5 trillion.
I wanted to give you a feel for how we have grown and rather than showing you one of those Corporate graphs and logos I thought I would try and illustrate this in numbers
You are now tracking some 800k companies
And our advanced AI and Machine Learning algorithms are currently looking for around three and a half thousand things which can jet propel your sales agenda
Each week (taking out duplicates) we generate around 2.5 million unique computational matches which are usually stories about companies and the people inside them
We then refine these stories picking the best ones and combining them with reference data and then we push them to you to action and use
Now that’s the equivalent of 2 trillion google searches each week or around 13 billion per hour
And to give you persoective the national debt of the USA is roughly $5 trillion.
And operationally
We have provided service to some 42,359 commercial professionals
Who in the last 12 months have made over 300,000 useful connections through our platform which we count and measure
We have trained over 3500 of you in the last year and as part of our support we have answered almost 15,000 support queries through our managed service solving 87% of the your problems first time and resulting in a customer satisfaction score of 99.1%
Please join me in firstly saying thanks to my team for their service but also to you for testing the boundaries of this cool project we call Artesian!
And operationally
We have provided service to some 42,359 commercial professionals
Who in the last 12 months have made over 300,000 useful connections through our platform which we count and measure
We have trained over 3500 of you in the last year and as part of our support we have answered almost 15,000 support queries through our managed service solving 87% of the your problems first time and resulting in a customer satisfaction score of 99.1%
Please join me in firstly saying thanks to my team for their service but also to you for testing the boundaries of this cool project we call Artesian!
And operationally
We have provided service to some 42,359 commercial professionals
Who in the last 12 months have made over 300,000 useful connections through our platform which we count and measure
We have trained over 3500 of you in the last year and as part of our support we have answered almost 15,000 support queries through our managed service solving 87% of the your problems first time and resulting in a customer satisfaction score of 99.1%
Please join me in firstly saying thanks to my team for their service but also to you for testing the boundaries of this cool project we call Artesian!
And operationally
We have provided service to some 42,359 commercial professionals
Who in the last 12 months have made over 300,000 useful connections through our platform which we count and measure
We have trained over 3500 of you in the last year and as part of our support we have answered almost 15,000 support queries through our managed service solving 87% of the your problems first time and resulting in a customer satisfaction score of 99.1%
Please join me in firstly saying thanks to my team for their service but also to you for testing the boundaries of this cool project we call Artesian!
And operationally
We have provided service to some 42,359 commercial professionals
Who in the last 12 months have made over 300,000 useful connections through our platform which we count and measure
We have trained over 3500 of you in the last year and as part of our support we have answered almost 15,000 support queries through our managed service solving 87% of the your problems first time and resulting in a customer satisfaction score of 99.1%
Please join me in firstly saying thanks to my team for their service but also to you for testing the boundaries of this cool project we call Artesian!
I want to now focus on celebrating your success with our Customer Spotlight Awards for 2018
We decided that rather than me make recommendations as to what you should be thinking and doing with Artesian – the best way to communicate was to illustrate the success of you our customers in the brilliant things you do.
Today there are five awards but these are in no way the only successes we could talk about – just the 5 we thought best illustrated what great looks like.
So lets start with our first award and can I ask Paul Evans from BT to join me on the stage.
Most of you will be aware of BT but what you might not know is they address the mid-market through licensed partners operating under the BT banner. BT effectively bought Artesian for each of these franchised businesses asking them to contribute their own budgets toward a program which is proving to be one of the most successful BT have ever undertaken.
I wanted to share this case study because its particularly eye catching
What’s innovative about BT is as leads and opportunities are created a campaign code is put into SFDC to capture the channel to which the pipeline can be attributed which also covers closed deals which makes reporting easy
That means Paul and his team can generate a report at the push of a button and taking a look at the last 7 months of the data this is what we can see.
BT’s analysis shows after 18 months they are now attributing £1m of new sales to the use of Artesian which is now being rolled out to BT Corporate.
Lets congratulate Paul and his team!
Our next award is for innovation in the intermediary or broker channel and I would like Alan Houston from RSA to come up accept this
RSA is an insurer managing £6.7bn of premiums last year
Their primary channel to market is through brokers and in 2017 RSA decided to provide access to Artesian to their broker channel in an RSA branded system with a full program of training from Artesian and over the last 18 months through Alan Houstons leadership the team at RSA have been able to measure
Improved customer experience
Increase revenue tracking some 3,000 opportunities
Improve customer retention.
Productivity gains in time saved and more effective use of information
Well done to Alan and Owen and team
For our next award I would like to invite Amanda Duffield from Willis Towers Watson to come up on stage
Now you might not know this
but at Artesian we collect data on every aspect of your use of our service – we have clever formulas which calculate the maturity of every user and we also calculate daily scores for each user which we use to recommend online training.
Every customer has a scorecard which looks something like this. It tells us what users are doing on the platform – how they feel about us (through NPS) how recently they have taken training and how mature their usage patterns look in relation to industry.
Its our ultimate determinant of health and well being and we want to acknowledge Amanda for the program she runs because her score card (a bit like a school report) is one of the best in the world in no small part due to her discipline of keeping Artesian current – in fact Amanda has a waiting list for Artesian users!
Congratulations Amanda for showing us the way!
For our next award I would like to invite Andy Clarke from RBS to come up on stage and receive his award for innovation in Education
So how do you take the potential and power of Artesian and embed this as part of a strategy for growth?
How do you enable thousands of users with something which is not only useful but which can become implicit in your daily routine and every business review undertaken to insure consistency and optimal effectiveness.
That’s what Andy working with his Artesian team has achieved at RBS driving amazing engagement and tangible results in terms of customer satisfaction and feedback.
Taking our standard education and training deliverables and adopting them to align to your specific business objectives is something which is available to every enterprise customer.
Artesian is now used in a standard mode of operation for every business review and in preparation for every new customer call.
Thanks to the sponsorship of Andy Grey and Andy Clarkes diligent work we have achieved just that – congrats Andy and thanks for your sterling work
I want to tell you about what’s happening next at Artesian and how excited I feel about that
To recap Artesian takes structured and unstructured data from millions of places and combines that to create a really useful and effective way to find customers, engage with them staying relevant throughout and in turn building better commercial relationships that last longer.
This has been our core focus for the last 8 years and a little later you will hear from Mike and the team about some of the cool stuff we are doing to further enhance prospecting capabilities and better abilities to understand your customers
In my mind I would characterise what we do as a Commercial Engagement System which mostly focuses on positive insights you can use to drive better conversations everyday
Well that’s changing….
Later we will hearing from Lord Hague about the business landscape and climate as he sees it
With the threats from cyber crime and sophisticated financial crime the risks of doing business are increasing.
Regulation protects us but as these regulations get increasingly complex the cost of writing compliant business increases and our effective ability to make decisions quickly diminishes.
The consequence of getting this wrong is pretty severe – in fact Global banking has spent $321bn on regulatory fines between 2008 and 2016 and in 2016 alone banks paid $42bn in fines. That's about half of global banking profits.
Insurers and insurance brokers haven’t escaped fines either.
The industry response has been to centralise the complex task of making credit and risk decisions so as not to burden front line teams and to insure errors and mistakes are not made.
Our aim with the next generation of Artesian is to change this
We’ve been busy taking everything we learned about making sense of data and rules to develop a new capability in Artesian
In a nutshell this allows you to configure Artesian with your complex credit and risk policies and procedures
All I have to do is type the name of the customer and Artesian will do the rest
We are calling this ARCH – Artesian Risk and Compliance Hub
We wont be replacing your line 1.5 or line defence but instead – dramatically transform the way frontline professionals can understand the issues with doing business which in trun will make the process of onboarding faster and more transparent
That’s great news for frontline teams and great news for customers1
And the combination of these two key capabilities will be an industry first
Now I am using the future tense but let me change this to the present by inviting our next award winner to come up on stage and this time say a few words about what they have been doing with the Artesian team
Please welcome to the stage Jeff Courtney – Head of Portfolio and Planning at Metro Bank
And finally I would like to say a few words about our Club 100 and the fantastic individuals who are the founder members.
As you may know, we allocate an Artesian score for every user, using a series of behavioural algorithms. Put simply, the more best practice behaviour they exhibit, the higher the score.
Over the years we have refined this score to the extent that most customers see a strong coloration between Artesian scores and their teams performance.
To celebrate these top performing individuals, who are displaying brilliant behaviours, we have launched Club 100 for users consistently scoring the maximum Artesian score of 100.
There are already many Club 100 members and I think I counted around a dozen or so are here today. You will see their names printed on the pillar in the demo zone and they have Club 100 on their name badges. If that’s you, find us in one of the pods in the demo zone during the evening drinks to pick up a certificate and enjoy a glass of bubbly on us because you are awesome.
These people are brilliant role models for business excellence – so if you see one please shake them by the hand and ask them how Artesian adds value and get some top tips from them.
To help recognise these amazing individuals please put your hands together as a big thank you!
So in summary
I have used my time with you today to share the success of others in the hope it motivates you to do the same if you are not already!
I want top call out those 5 award winners again in terms of best practice you should emulate namely
I feel excited about hearing from William Hague and Richard Mullender with their thoughts as to what we can do to mitigate the climate of Risky Business
I want to thank everyone who stepped up on stage – congratulations one and all and special thanks for coming today
I hope you enjoy the rest of the day and thanks for listening !!
How prepared are you?
As I share these shifts, consider three questions:
What impact will these shifts and trends have on you and your world?
How might you adapt your plans to respond to these new challenges?
What action might you take?
Suggest thinking how some of these shifts might combine – as one increased, another falls – and what risk or opportunity that presents.
Evolution
Can’t help but notice
Fundamentally the same thing, evolve – Sleeker, faster, safer
Things, Technologies, People
Evolve in an attempt to make the world a better place
Sometimes unexpected
Unwanted
Technology in particular has to change
Imagine Apple stuck with original PowerBook
Changes incremental so hardly notice
Change phone every 2-3 years.
One in your Desk drawer –most amazing thing at the time
As with Artesian
Company / People data, Social Media, Prospect lists, Merge news, Data Change Alerts, Market news, Collaboration, Leaders, CRM, Mobile app + whole website, Global News, International Companies, Monitoring
Each Small increments; Overall huge impact. Something new every 3-4 months.
The only constant has been change
Others have come and gone
We remain committed to protect your investment through continual innovation
I’m Rich Clark – VP Product Management
My role at Artesian is to work with our customers & understand their needs
In order to create a plan for what we’re going to build next – a roadmap
And today I’m going to tell you what’s in our next big release – our spring release
[click]
And it’s all about Prospecting
We’re going to introduce some innovative new ways to find your market
To create prospect lists with laser-guided precision
So why are we doing this?
[click]
There is no classification system out there that enables you to target companies accurately
For example if I want to target:
Construction Firms who focus on sustainable construction methods
Manufacturers of clean energy products
Tech companies, shipping products built on Blockchain?
You can’t do using traditional methods…so what’s our Big Idea?
First: Artesian Business Categories: Or ABC. A new, simplified system for categorising businesses
It’s intuitive and simple to work with. It’s what SIC codes should be!
But, however good they are categorisation, systems can only take you so far…
The world is more complex and always changing
So we’ve added a second new innovation…
Artesian Buzzwords: This is a unique new solution for identifying companies based what they say about themselves online.
We’re collecting and analysing the words companies use to describe themselves, and bringing that to bear inside Artesian.
Here’s how it works!
This is Steve. Steve works for an insurance company.
His company is running a DM campaign, offering discounted site insurance to Construction Companies dedicated to sustainable living.
How can Steve find his market?
Passive house is a super-rigorous standard for energy efficiency which reduces the building's ecological footprint.
Now: passive house is a super-rigorous, standard for energy efficiency which reduces a building's ecological footprint.
So any company specialising in Passivhaus is right in Steve’s sweetspot
Steve is happy. He’s found his market:
Construction companies
in the south east
who place themselves into the niche of companies he can target with his campaign.
This is Hanna. Hanna works for a Bank that has a strategy to increase its footprint in Green Industries.
How can Hanna find her market?
--------------
Hannah’s happy – she’s found her market
Growing, award-winning manufacturers of carbon-reducing technologies.
Finally this is Ryan. Ryan wants to invest in cool tech start-ups.
How can Ryan find his market?
So, two big ideas working in concert: Artesian Business Categories combined with Company Buzzwords.
Enabling you to create prospect lists with RUTHLESS precision
There will be a few other things in the spring release…
Finally, looking forward beyond the spring we will be expanding our international capabilities
Now - we already provide news from global sources
We offer US, Canada and Singapore editions of our product
During the course of next year we’ll be expanding outwards
You’ll be able to start getting news and insights about global entities
And as I said at the beginning, I’ll be asking you, our customers, to help us to shape this investment