Banking on the power of the cloud
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Banking executives from several large banks discussed how their organizations have implemented and benefited from Salesforce.com. Representatives from SunTrust Bank, TD Bank, and Citizens Bank outlined how they used Salesforce to track customer information, integrate calendars and documents, generate reports, and improve sales processes and management. Sales managers explained how the platform allows them to set goals, monitor pipeline and opportunities, provide coaching to sales teams, and gain insights to strengthen offerings. Attendees were encouraged to involve users, consider integration needs, and take an incremental approach to implementation.
Banking on the power of the cloud
- 1. Banking on the Power of the Cloud Track: Financial Services Chris Mills, salesforce.com Rick Davis, SunTrust Bank Chris Carlisle, TD Bank Gary Pepera, Citizens Bank
- 2. Safe Harbor Statement “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward- looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. Further information on these and other factors that could affect our financial results is included in the reports on Forms 10- K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward- looking statements, except as required by law.
- 4. Agenda Slide Rick Davis – Sales Teaming – Integration with data sources – Power of the platform Chris Carlisle – How Relationship Manager’s benefit from salesforce.com – How Sales Leaders benefit from salesforce.com Gary Pepera – Using salesforce.com as a Sales Tool – Data Source Integrations
- 5. Rick Davis Senior Vice President and Manager Commercial Information Services
- 6. All About Company SunTrust Brief Overview of Company here. SunTrust is a $172.7 billion Financial Services Company headquarter in Atlanta, GA operating in 11 states including the District of Columbia. SunTrust employs 28,015 teammates. Company Logo Here • Implementation highlights • 2,400 users • Implementation timeline: 6 months • Lines of Business: Commercial (Business Banking and Core Commercial), Commercial Real Estate, Treasury Management • Functions: Banking Services, Wholesales Lending Services
- 7. Banking on the Power of the Cloud One stop shop for Sales teammates. Integration of email, contacts and calendars. Research Data – being engaging with the client/prospect. The ability to integrate product usage, client profitability and leads into a integrated look. Look into client customer service activities as a part of the sales call. Operationalize all post call activities: tasks for myself and others, making referrals to other product specialists that support the relationship manager, disposition leads, update opportunities and document call results. Put the power of alesforce.com, Visualforce and Apex to help solve complex business solutions. –
- 8. Example: Sales Call Planner
- 11. Example: Products and Service
- 19. Key Take Aways Always have strong executive sponsorship. Involve the end user in the design, build and change process. Manage the change control process. Always remember that the end user wants FAST, EASY and SIMPLE. Think creatively as cloud computing changes quickly.
- 20. What’s In It for You and Your Team? Chris Carlisle VP- SalesForce
- 21. TD Bank TD Bank, America’s Most Convenient Bank®, is one of the 15 largest commercial banks in the United States with $134 billion in assets, 23,000 employees that provides Customers with a full range of financial products and services at more than 1,000 convenient locations from Maine to Florida. TD Bank is a member of TD Bank Financial Group of Toronto, Canada, a top 10 financial services company in North America and one of a few banks in the world rated triple-AAA by Moody's. • Started with a 40 user pilot program in 2005. • Current deployment is now over 600 users going to 1,000+. • Only Relationship Managers are on the system. No support functions planned at this time. • 12 different business lines, each with their own opportunity record type. • Open architecture with high visibility of most information.
- 22. What is Salesforce.com and What Can It Do for You? salesforce.com is a sales tool Relationship manager (RM) can use salesforce.com on a daily basis to help them become more efficient and effective. salesforce.com is a sales management tool A manager of RM’s become more effective at coaching and guiding their team to higher performance levels.
- 23. Salesforce.com as a Sales Tool How can an RM use salesforce.com? Keep track of specific information on your accounts and contact. Electronic file cabinet for documents, memos, spreadsheets, etc. Salesforce.com = Competitive Advantage
- 24. Salesforce.com as a Sales Tool How can an RM use salesforce.com? Robust calendar that creates a permanent record of tasks and events for future reference for you and your account team members. Originates, tracks and stores emails. Coordinate and communicate. Salesforce.com = Competitive Advantage
- 25. Salesforce.com as a Sales Tool How can an RM use salesforce.com? Robust reporting for prospecting and customer focusing. Create, track, analyze, report on opportunities. Salesforce.com = Competitive Advantage
- 26. Salesforce.com as a Sales Tool How can an RM use salesforce.com? Helps prepare for customer conversations (industry reports, contact background, activity history, previous emails, calls, status of deals, key advisors, and activities of other account team members). Communicate and coordinate with your business partners. More referrals. Salesforce.com = Competitive Advantage
- 27. RM Visibility Look at Where I’ve Been (The “Rear View Mirror) Look at Where I’m Going (The “Windshield” View) Look at What I Need To Adjust
- 28. RM Tool Belt What Does That Mean To Me As A RM and a Manager? Real Time Data Helps Me spend time Using Data, rather than just Collecting it Better Knowledge/ Transparency – (Can’t Manage What You Can’t See) Ability To React…Sooner Gives Me The time “To Make a Difference” Shows Me Where to Focus – On What & On Whom Helps Me Manage Up as well as Manage Down Managing Markets & Customers vs. just Transactions
- 29. Helps the RM Focus on the Important “Stuff” RM can segment their market using Reports… How many business of a certain size, classification, location, etc. ?? An RM can segment & prioritize developing their market. Gather information with pre-call planning – hot links for internal and external sources (Google, NAICS Code Search, First Research or IBIS, company’s own web site, etc.)
- 30. Sales Manager can use salesforce.com to: Embed a strategy or plan into your sales process. Provides a method to measure direction and speed on achieving goals. Sales management can be done at any level from relationship manager to team leader to division head. All are running a business and need to be able to determine business development’s direction and speed. Move from reactive to proactive with Key Performance Indicators (KPI’s) that can see on the team’s dashboard.
- 31. All can use the KPI’s found in Dashboards Great way to communicate what you are doing. Gather information by asking questions. What do you want to track? What has been done historically and then apply it to performance/behavior going forward. ?? If I keep doing what I am doing, will I met my goals? If not, what do I need to change? (Rearview mirror and windshield) Best KPI’s are customer focused on solving their problem or helping them take advantage of an opportunity. The better you get at using KPI’s the better you are going to be with your predictive analysis of the future and what can be done about it.
- 32. What do You Want to Track? Examples: # of deals in the pipeline – in most cases, more is better. Average size of the deals – bigger deals may get you there quicker. # of days in the pipeline – the faster you go the more you can do. Win ratio – closed won vs. lost (multiplier effect on the above) % of opportunities at various stages – work towards moving from a “funnel” to a straight pipeline. Why deals are lost?
- 33. Key Take Aways Helps focus on the important things….can’t do it all. What gets measured, gets done. Develop your business plan first and then have KPI’s reflect your performance based on your plan. Keep them simple, easy to understand and not too many. Read more?: Making the Number (How to use Sales Benchmarking to Drive Performance) by Greg Alexander, Aaron Bartels, and Mike Drapeau
- 34. Gary Pepera SVP- Commercial Banking Strategy and Development
- 35. Citizens Financial Group, Inc. is a $153 billion commercial bank holding company. It is headquartered in Providence, R.I., and, through its subsidiaries, has 1,480 branches, approximately 3,600 ATMs and approximately 23,000 employees. Implemented Salesforce throughout 13 state footprint and UK 1200 Users, 11 business lines, 6 product partner lines Combined 3 Legacy systems into one CRM application Custom Logic developed to initiate workflow Open Sharing model with high visibility of information between business lines/product partner lines
- 36. Salesforce.com as a Sales Tool Track specific information on customers, contacts, and opportunities Integrated Calendaring function with Outlook Attach documents (customer info, spreadsheets, etc.) Create mailing lists using Campaign functionality-enabling centralized management Integration with Industry sources (One Source, First Research) Pipeline reporting – Opportunities (closed, open, won) Custom objects around Relationship planning and approach
- 37. Relationship Managers – What’s in it for me? Customer Visibility in Real Time format Outlook Integration Easy Account Planning Reporting – User Defined Parameters Quick and Easy Referral Process Quick links to One Source/First Research “Your Opportunity To Drive Your Own Success”
- 38. Salesforce.com as a Management Tool Set and track goals around opportunities, calling activity, new relationships Review lost opportunities and determine cause Coaching sales staff to strengths/weaknesses with current information Determine strength/weakness of product offerings Measure Campaign success for new product offerings/sales drives Reporting/Trending to support strategy and development
- 39. Reporting/Tracking/Aging Number of deals and stages Number of days in pipeline Closed opportunities vs. number of deals in pipeline Compare pipeline market to market Track calling activity per Sales staff
- 40. Key Take Aways Involve Sales staff in planning effort/ongoing enhancements Develop list of “what’s in it for me” for Sales staff Determine Reporting needs as part of analysis stage Phase rollout/post mortems Make Training focused on certain areas/skill sets “Small bites to eat an elephant” Most importantly – “Crawl before you walk”
- 41. Questions ?
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- 43. Thank you