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Salesforce1 World Tour London: Building agile apps for Financial Services
 

Salesforce1 World Tour London: Building agile apps for Financial Services

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How financial services companies are becoming more agile by innovating on the Salesforce1 platform

How financial services companies are becoming more agile by innovating on the Salesforce1 platform

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    Salesforce1 World Tour London: Building agile apps for Financial Services Salesforce1 World Tour London: Building agile apps for Financial Services Presentation Transcript

    • Building Agile Apps for Financial Services on Salesforce1 How financial services companies are becoming more agile by innovating on the Salesforce1 platform.
    • The fastest path from idea to app Make Every App Mobile Engage your Users with Custom Apps Leverage Speed of the Cloud
    • James Anderson Accountable Executive for the Intact Program Financial Conduct Authority Leverage Speed of the Cloud
    • How the FCA has become more agile by innovating on SF1
    • INTACT FCA OBJECTIVES CONSUMER CREDIT Forecast volumes Current systems Impact assessment Our challenge – support taking on consumer credit in 12 months… Better quality Regulatory decisions Consumer insight Reputation & VFM Interacting with Firms & consumers Further exploitation
    • How we solved it •  TECHNOLOGY •  Service cloud for contact centre and event management •  Salesforce communities portal for application submission •  Leverage the salesforce ecosystem (telephony integration, payments etc.) •  APPROACH •  Iterative (unified process) for requirements and development •  Clear internal ownership of risks, decisions and outcomes (T&M) •  Specialist partners •  •  GOVERNANCE •  Outcome focussed •  Clear balance of cost, risk, time, and operational impact at the outset •  Responsibilities devolved where possible – clarity of escalation. •  Strong engagement and ownership
    • Benefits enabled by Salesforce -  Go-live on time, budget and quality -  Efficiencies in call handling, event handling and reporting -  Scale -  Reduced volume of low-value calls -  Increased risk visibility across the FCA from consumers, firms, regulatory returns etc. -  Risk prioritisation and speed to respond -  Flexibility -  Reliability and availability Reputation (with firms and consumers) Legal compliance Better quality regulatory decisions Value for money
    • Top tips… •  Usability expertise •  Know your data •  Work your governance (data) •  Careful partner selection (fit and capability) •  Business ownership but strong adhesion to outcomes (scope management)
    • The fastest path from idea to app Make Every App Mobile Engage your Users with Custom Apps Leverage Speed of the Cloud
    • Alison Morris IT Manager Allianz Engage Your Users With Custom Apps
    • Salesforce1 May 22nd 2014 Allianz & Salesforce1 Platform Development Alison Morris IT Manager – Salesforce alison.morris@allianz.co.uk
    • 13 Salesforce1 Tour/ Alison Morris Allianz & Salesforce – in use since 2005 © Copyright Allianz Commercial &Engineering RetailBroker LegalProtection Speciality HomeandLegacy
    • 14 Salesforce1 Tour/ Alison Morris Allianz & Salesforce - also developed bespoke applications on Force.com © Copyright Allianz SE 29-May-14 •  Call reason logging – call centres •  Telematics – track mileage •  Capture Operational statistics - transaction timings •  Capture business ‘won’ statistics – incentives for call centre staff Call reason logging dashboard
    • 15 Salesforce1 Tour/ Alison Morris Allianz & Salesforce - Challenges © Copyright Allianz SE 29-May-14 •  Call reason logging – investigation & use of ‘One App’ licences for first time •  Telematics – •  how to receive the data from supplier •  transfer the data to the Policy Administration •  system testing on large programmes •  Capture Operational statistics - launching to a wider user base •  Capture business ‘won’ statistics (staff incentives) Screen shot of operational statistics
    • 16 Salesforce1 Tour/ Alison Morris Allianz & Salesforce - Benefits © Copyright Allianz SE 29-May-14 •  Robust & secure platform, version control •  Speed of deployment •  Low cost of development & testing •  Avoids the IT ‘prioritisation’ funnel •  Security – named user access & not a spreadsheet ! •  Increased user base allowing further adoption •  Multiple ORG’s - innovate & allows diversity
    • 17 Salesforce1 Tour/ Alison Morris Allianz & Salesforce - Lessons Learnt © Copyright Allianz SE 29-May-14 •  Still need a robust ‘Change control’ process •  Still need Requirements documented •  Solution Architect to agree proposed solution •  Ensure End-to-end testing carried out where systems integration in place •  Still need to manage the ‘Business Change‘ – communicate, train & check that the system is being used as intended •  Solid design & how user access control will be incorporated in the design is key to having a system that allows for ease of maintenance
    • The fastest path from idea to app Make Every App Mobile Engage your Users with Custom Apps Leverage Speed of the Cloud
    • Jonathan Wood Head of Systems Bank of Cyprus UK Make Every App Mobile
    • Jonathan Wood Head of Systems Bank of Cyprus UK Ltd
    • •  We are a UK-incorporated bank, offering banking services to predominantly UK-based customers •  We offer a range of deposit and lending products •  We lend mainly to Owner-managed businesses and SMEs •  We are a small fish in a big pond •  Salesforce customer since 2008 Who we are…
    • To drive exceptional customer service through an efficient, transparent loan application and sanctioning process The challenge…
    • The solution… Why did we choose Salesforce1? How did we deliver our solution? Who created our solution? …and the results of this…? •  Already invested •  Leveraging our knowledge •  It is our eco-system •  It grows and flexes with us •  A ‘package’ approach had not succeeded •  Business steering group •  In-house development team •  Salesforce1 (Force.com) •  VisualForce •  Standard and Custom objects •  Workflows
    • Credit Application Processing System (CAPS) •  Captures lending process from introduction to sanction and disbursement •  Enforces control and checkpoints throughout the process to ensure complete information capture •  Presents visual monitoring of application progress internally through the use of dashboards •  Will inform the customer of application progress through alerts, notifications and a portal •  From legacy system to the business sharp-end using APIs and system integration
    • •  Internally designed UI delivered through VisualForce •  Complexity is hidden from user •  Introduction of process control •  Intuitive process
    • Suddenly, we’re mobile! •  Exactly the same application •  All Salesforce features available •  No further development was necessary
    • •  Business steering group •  Three-person development team •  Three months development and testing time •  One month pilot programme …how much effort…?
    • …for us… •  Further value derived from existing investment •  360 degree view of our customer •  Structure and form applied to what was an opaque process •  No development divergence between desktop and mobile …but most importantly, for our customers… •  Speeds up the loan sanctioning process •  Keeps the customer ‘in the loop’ and therefore engaged in the process •  Delivers high quality and value to our customer …and the benefits…?
    • •  Be realistic – this was not our first application •  Ensure your resources are skilled and in sufficient quantity •  Ensure you have senior management commitment (to building the application, not just to Salesforce) •  Beware scope creep… Lessons learned
    • The fastest path from idea to app Make Every App Mobile Engage your Users with Custom Apps Leverage Speed of the Cloud