Your SlideShare is downloading. ×
0
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
I F F06 Sal Caruso 091807
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

I F F06 Sal Caruso 091807

923

Published on

Full session information and video available on successforce.com.

Full session information and video available on successforce.com.

Published in: Economy & Finance, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
923
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
30
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • Transcript

    • 1. Managing P&C Distribution with Salesforce.com September 18, 2007 Lisa Lawrence – Liberty Northwest Yutaka Hashiramoto – Sompo Japan Sal Caruso – salesforce.com
    • 2. Thank You to Our Partners!!!
    • 3. Safe Harbor Statement <ul><li>“ 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. </li></ul><ul><li>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. </li></ul><ul><li>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. </li></ul>
    • 4. Agenda <ul><li>Welcome & Introductions </li></ul><ul><li>Liberty Northwest Case Study </li></ul><ul><li>Sompo Japan Case Study </li></ul><ul><li>Salesforce.com Insurance Agency Management Edition </li></ul><ul><li>Q & A </li></ul>
    • 5. Salesforce.com for the Insurance Industry <ul><ul><li>Standard front office desktop in the Insurance Industry </li></ul></ul><ul><ul><li>Tailored to the Insurance Industry without on premises cost, risk and delays </li></ul></ul>
    • 6. Insurance Operating Model Customer Service -Agents/Customers Brokers Front Office Middle Office Carriers Customers Campaign & Lead Management Opportunity Management Agents (captive / independent) Sales/ Opportunity Management Underwriting Agency Management Claims Policy Management Claims Management New Business Submission Claims Submission Status Product Information Campaign & Lead Management Opportunity Management Placement
    • 7. Industry Solutions <ul><li>Agency/Producer Management </li></ul><ul><li>Sales & Distribution Desktop </li></ul><ul><li>Agent Desktop </li></ul><ul><li>Help Desk </li></ul><ul><li>Agency Training Management </li></ul>Solutions have been delivered to meet the specific needs of the industry:
    • 8. Customer Success in Insurance
    • 9. Lisa Lawrence Sales Resources Manager [email_address]
    • 10. Liberty Northwest Insurance (LNW) <ul><li>Member of Liberty Mutual Group </li></ul><ul><li>HQ in Portland, Oregon </li></ul><ul><li>Offer Business & Consumer Insurance </li></ul><ul><ul><li>Commercial Auto, Property & Liability (PAL) </li></ul></ul><ul><ul><li>Personal Lines </li></ul></ul><ul><ul><li>Workers’ Compensation </li></ul></ul><ul><li>Multi-tiered Distribution: Direct Write & Agency Channels </li></ul><ul><ul><li>INDUSTRY : Insurance </li></ul></ul><ul><ul><li>EMPLOYEES : 1,000 </li></ul></ul><ul><ul><li>GEOGRAPHY : Northwest Region (AK, ID, MT, OR & WA) </li></ul></ul><ul><ul><li># USERS : 80 Users, 86% Login rate </li></ul></ul><ul><ul><li>PRODUCT(S) USED : Enterprise Edition, SFA, 11 Custom Objects, 11 Custom Tabs, Applications Downloaded – Exact Target </li></ul></ul><ul><ul><li>SALESFORCE USER GROUP LEADER: Portland </li></ul></ul>
    • 11. Prior Challenge: Captive Direct Write Model <ul><li>Issues </li></ul><ul><li>Inadequate reporting </li></ul><ul><li>No uniform lead qualification </li></ul><ul><li>No documented client activity or selling methodology </li></ul><ul><li>Paper transmittal sales tracking system </li></ul><ul><li>Solution </li></ul><ul><li>Implemented Salesforce </li></ul><ul><li>Customized to fit Liberty’s business processes and needs </li></ul><ul><li>Results </li></ul><ul><li>Increased visibility </li></ul><ul><li>Increased productivity </li></ul><ul><li>Better decision making </li></ul>Salesforce helped enable more effective direct sales
    • 12. New Challenge: Multi-tiered Distribution Model <ul><li>Issues </li></ul><ul><li>Organize agency & client information in one solution </li></ul><ul><li>Increase visibility into relationships with agents and brokers </li></ul><ul><li>Manage agency pipeline </li></ul><ul><li>Improve opportunities for cross-selling existing customers </li></ul>Adapt Salesforce to improve agency management and visibility
    • 13. Solution – Adapt Salesforce for Agency Management <ul><li>Hierarchy </li></ul><ul><li>Track master & sub agent relationships </li></ul><ul><li>Use hierarchy for reporting </li></ul><ul><li>Agency Meetings </li></ul><ul><li>Log past visits and plan for follow-ups </li></ul><ul><li>Activity History </li></ul><ul><li>Track and convey consistent messages to agent </li></ul>Gather & organize data Streamline processes Increase visibility Liberty Northwest needed an agency management system to help… <ul><li>Internal Communication </li></ul><ul><li>Auto alerts on large sales, losses, etc. </li></ul><ul><li>Renewal Pipeline </li></ul><ul><li>Capture and manage renewals </li></ul><ul><li>New Business Pipeline </li></ul><ul><li>Auto workflow to manage submissions </li></ul><ul><li>Reporting </li></ul><ul><li>Able to access and leverage all the information in the system </li></ul><ul><li>Increase value to agency visits </li></ul><ul><li>Dashboards </li></ul><ul><li>Key metrics easy to review and react to </li></ul><ul><li>See trends and new developments at a glance </li></ul><ul><li>Agency Desktop </li></ul><ul><li>Single source for all agency info </li></ul><ul><li>Custom links to speed retrieval </li></ul>… leading to improved agency performance
    • 14. Organiz ing Client and Agency Information <ul><li>Continue to use the Client record layout – to enter details about the client. </li></ul>To adapt Salesforce from a direct write to a multi-tiered model: 1 2 <ul><li>When an opportunity is entered, it can be associated with both the agent, as a partner, and the client. </li></ul>3 1 2 Under the captive direct write model; the Sales Rep owned and managed Opportunities associated to Client records in Salesforce. <ul><li>Created a new Agency record layout– to enter details about the agency. </li></ul>3
    • 15. Agency & Producer Records <ul><li>Agency record layout – to track agency details. </li></ul>1 2 <ul><li>Contacts – to track interactions with individual producers at the agency. </li></ul>3 A single source for all agency information. <ul><li>Service teams for agency are set up. </li></ul>2 1 4 <ul><li>Hierarchy – to track master & sub agent relationships. </li></ul>3 4
    • 16. Managing Agency Relations <ul><li>Agency Meeting Object -to log results of the meeting, outline appropriate action plans and set follow up tasks. </li></ul>1 2 <ul><li>Dashboards – to view # of visits and agency trends. </li></ul>3 After meeting with the agent, log the visit and plan for follow-ups. <ul><li>Auto email alert – to keep key stakeholders informed. </li></ul>1 2 3 3
    • 17. Submission Clear ance <ul><li>Email templates – to convey consistent status messaging to agents. </li></ul>1 2 <ul><li>Opportunity Stage History – to track submission as it moves along. </li></ul>3 Using Salesforce to track status of agency submissions and manage workflow. Enter each submission as an Opportunity –associate the agent record and update the opportunity stage as it moves along. 1 <ul><li>Activity History – to track interactions with agency. </li></ul>2 3
    • 18. Submission Pipeline <ul><li>Dashboard – to track status and address workflow delays. </li></ul>1 2 <ul><li>Auto alerts – to notify key stakeholders of large sales or losses. </li></ul>Using Salesforce to track what’s in the submission pipeline. 1 2
    • 19. Individual A gency Results <ul><li>Using Links Section on the Agency record layout – to speed retrieval of results. </li></ul>1 a b c <ul><li>History of Agency Meetings – to get an overview of past meetings. </li></ul><ul><li>Submission Pipeline – to view win/loss history, quote, written, hit ratios. </li></ul><ul><li>YTD Production – view performance against plan. </li></ul>1 Quick access to past activity and performance metrics yields better insight into agency’s state of business, trends, and new developments. a b c
    • 20. Multi-tiered Distribution Results <ul><li>Dashboard – to view agency channel results </li></ul>1 2 Review analytics and dash-boards for both direct write and agency channels in one system. <ul><li>Dashboard – to view direct write channel results </li></ul>1 2
    • 21. Liberty Northwest: Best Practices <ul><li>Create a centralized agency view </li></ul><ul><ul><li>Custom links –to view agency pipeline, production and activity </li></ul></ul><ul><ul><li>Custom objects – to view key touch points </li></ul></ul><ul><ul><li>Map the connections between the agency, insured and carrier </li></ul></ul><ul><ul><li>Define key metrics to determine field types and record layouts </li></ul></ul><ul><li>Implement monitoring tools to manage agency business processes </li></ul><ul><ul><li>Dashboards - to monitor workflow delays and exceptions </li></ul></ul><ul><ul><li>Auto alerts – instant notifications of key events or changes </li></ul></ul><ul><ul><li>Auto tasks – automate internal workflow </li></ul></ul><ul><li>Create tools to support agency management initiatives </li></ul><ul><ul><li>Email templates – to reinforce processes with agent partners </li></ul></ul><ul><ul><li>Custom objects - creates user discipline (how to guide) to record data </li></ul></ul><ul><ul><li>Reports – to monitor completion of initiatives </li></ul></ul>Begin with the end in mind!
    • 22. Yutaka Hashiramoto Manager, IT Strategy and Planning [email_address]
    • 23. Corporate Overview ・ Founded:    October 1888 ・ Capital:   70 billion yen ($700 million) ・ Assets:   6.03 trillion yen ( $6030 billion) ・ Employees: 14,906 ・ Agents:   57,475 agent store ・ Sales Branches:   516 branches (Domestic)            41 branches (Foreign) ・ Insurance Service Network:   233 networks
    • 24. Major Goals of our Corporate Strategy <ul><li>Providing best products and best services to each segmented customers </li></ul><ul><li>Promoting cross-sell </li></ul><ul><li>Strengthening direct sales and hybrid sales through co-working with our agents </li></ul><ul><li>Building new business model to penetrate into mid-small sized company market </li></ul><ul><li>Implementing system to support ”new business model at retail area” </li></ul>The best solution is to use Salesforce !
    • 25. Why Salesforce? Time to Market, TCO   <ul><li>New business was launched in 3 months (including requirement definition) </li></ul><ul><li>Implementation completed in 2 weeks at other division </li></ul><ul><li>No initial costs required for system infrastructure (only subscription fee) </li></ul><ul><li>Pilot test -> Service-in; Best solution for scalable business </li></ul>Flexibility <ul><li>Easy to customize; Power users can customize </li></ul><ul><li>Trial & Error for deployment </li></ul>Channel Integration   <ul><li>Easy to share information among call center, sales dept, and sales agents </li></ul>State of the Art System <ul><li>System with the latest technology can be used with low cost </li></ul>
    • 26. Which Business Functions does Salesforce Support? ○ ○ ○ ○ Marketing ○ ○ ○ ○ ○ ○ SFA 4784 22 24 25 30 33 34 50 85 85 100 110 530 735 1223 1698 Subscribers ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ Service & Support Total 15 Org. Help Desk for sales Help Desk for one of Bank Help Desk for Fire insurance Help Desk for Car Lease company Help Desk for Car dealer SFA for 401K sales Outbound Call Center for consumer Outbound Call Center for SMB Market ○ Customer Support for overseas travel insurance (Call Center) ○ Org Integration Project Help Desk for Agency (System) Help Desk for Agency (administration) SFA for SMB   Market New Sales Scheme (Agent + Call Center) ○ Managing re-agreement for Policy Others (Platform) Business Model
    • 27. Salesforce System Overview Salesforce Agents Customers Corporate HP Agent HP   etc Brochure Inquiry etc Sales Branch Call Center Tel 、 Email ( Brochure 、 Inquiry etc. ) Leads information, Process Mgmt Process Management Contact information, Process Mgmt, FAQ etc. # of Orgs:   15 # of Subscribers: 4,784
    • 28. Selling Model with Salesforce Salesforce Contact ・ Receiving brochure through Tel, HP, and Call Center ・ Passing information to agents or answer by call center agents ・ Sending out brochures from call center Customers Corporate HP Agent HP   etc Agents Call Center Tel 、 Email Brochure Inquiry etc Leads information, Process Mgmt Contact information, Process Mgmt, FAQ etc.
    • 29. Tasks for more scalable usage of Salesforce (completed ) <ul><li>Strengthening the development team </li></ul><ul><li>Organizing Salesforce dedicated team </li></ul><ul><li>Receiving Salesforce consultant certification </li></ul><ul><li>Tasks for quality improvement </li></ul><ul><li>Forming a joint project team between SJ and Salesforce for stable service </li></ul><ul><li>System test environment (Sandbox) </li></ul><ul><li>Setting up a hotline between SJ and Salesforce for system outage </li></ul><ul><li>Testing system before version-up </li></ul>
    • 30. <ul><li>Remaining tasks </li></ul><ul><li>Consolidating organization (DB) </li></ul><ul><li>Using Salesforce as the core system for call center </li></ul><ul><li>Data integration with other systems such as agent management system </li></ul><ul><li>Utilizing Salesforce more by taking advantage of AppExchange </li></ul><ul><li>Requests to Salesforce.com </li></ul><ul><li>Working on continuous quality improvement and disclosing the status </li></ul><ul><li>Implementing more tight surveillance system </li></ul><ul><li>Japan Data Center </li></ul><ul><li>Informing more timely information on system outage (status of investigation, recovery time etc)   </li></ul><ul><li>Automatic configuration from Sandbox to Production instance </li></ul>Tasks for more scalable usage of Salesforce (plan )
    • 31. Salesforce.com Insurance Agency Management Edition Sal Caruso Principal Solution Consultant [email_address]
    • 32. Basic Industry Value Chain Consumers Businesses Brokers Agents Carriers Marketing Relationship Managers Underwriters
    • 33. Home Page Relationship Manager logs into Salesforce to review key metrics and upcoming tasks & activities 1 2 <ul><li>Dashboard summarizes </li></ul><ul><ul><li>Agency Pipeline </li></ul></ul><ul><ul><li>Agency plans </li></ul></ul><ul><ul><li>Agent recruitment statistics </li></ul></ul>At a glance, sees upcoming tasks & meetings 1 2
    • 34. Agency and Producer Records Detailed profiles for each producer at the agency 1 2 Detailed agency profile Coverage teams for producers 3 3 2 1 4 4 Track agency ratios – e.g. # submissions, # quoted, # written
    • 35. Agency Plans Track Plan against each agency 1 Define plan objectives, both quantitative and qualitative 2 Each objective has a target date, a measurement of success, and a tracking mechanism 3 3 2 1
    • 36. Opportunities Track opportunities against both agency and client 1 2 <ul><li>Opportunity associates with both the agent, as a partner, and the client </li></ul><ul><li>Track critical opportunity information – deal stage, etc. </li></ul>1 2
    • 37. Reports <ul><li>Set of standard Agency reports assisting the relationship manager in preparing for agency meetings: </li></ul><ul><ul><li>Win/loss history </li></ul></ul><ul><ul><li>Quote, written, hit ratios </li></ul></ul><ul><ul><li>Meeting frequency </li></ul></ul>1 1
    • 38. Business Review Dashboards As part of a regular review of the business, the Relationship Manager checks in on key metrics. He can look at both agency specific and client specific metrics The Relationship Manager needs to review key statistics of his pipeline <ul><li>RM studies the dashboard, looking at: </li></ul><ul><ul><li>Pipeline by opportunity stage </li></ul></ul><ul><ul><li>Key opportunities </li></ul></ul><ul><ul><li>Progress against agency plans </li></ul></ul><ul><ul><li>Allocation of agency visits </li></ul></ul>1 1 a b c d a b c d
    • 39. Greater Success for Insurance Carriers By supporting key activities of the relationship manager, the Insurance Agency Management Edition brings greater agency management success to insurance carriers http://www.salesforce.com/industries/financial-services/insurance/ <ul><li>Many agents, with multiple touchpoints across the organization </li></ul><ul><li>Poor pipeline visibility </li></ul><ul><li>Difficult reporting / insight into relationships </li></ul><ul><li>Missed upsell and cross-sell opportunities </li></ul>Problems insurance carriers face Insurance Agency Management Edition <ul><li>Shared contact management, with better reporting and coordination </li></ul><ul><li>Pipeline development tools with advanced analytics </li></ul><ul><li>Easy to use reporting and dashboards </li></ul><ul><li>Improved ability for coordination across all functions of the carriers </li></ul>Carriers Marketing Relationship Managers Underwriters
    • 40. Question & Answer Lisa Lawrence – Liberty Northwest Yutaka Hashiramoto – Sompo Japan Sal Caruso – salesforce.com
    • 41. Don’t miss these Activities: <ul><li>Visit our Financial Services Expo </li></ul><ul><li>13 Partner Solutions </li></ul><ul><li>Financial Services Demos </li></ul><ul><li>Meet 700 Financial Services Attendees </li></ul><ul><li>Enjoy a Latte and Network in our Industries Lounge </li></ul>
    • 42. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    • 43. Gary Hubbard, Senior Vice President Marketing and Sales, says, “ Lisa has been a true champion of Salesforce.com; I give Lisa and her staff all of the credit for bringing this powerful CRM tool to life at Liberty Northwest. Lisa’s team is quick to respond with creative Salesforce solutions that support key business initiatives and provide metrics to measure success. Recent Salesforce successes include the introduction of tools and reports that increased adoption of a new selling methodology and increased the performance of partners.” Lisa Lawrence Liberty Northwest Insurance Sales Resources Manager Customer Hall of Fame What fans are saying: <ul><li>Enterprise Edition </li></ul><ul><li>86% login rate </li></ul><ul><li>11 custom tabs </li></ul><ul><li>11 custom objects </li></ul><ul><li>User group leader: Portland </li></ul><ul><li>Financial Services Track: </li></ul><ul><li>Managing P&C Distribution with Salesforce.com </li></ul><ul><li>Connect on Demand: Lisalaw </li></ul>Famed Statistics: Meet me at:

    ×