I F F05 Dushyant Pandya 091807


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I F F05 Dushyant Pandya 091807

  1. 1. Building Your Life & Health Insurance Business with Salesforce Karen Morton, Genworth Financial Paul Carrasco, Genworth Financial Katy Zahn, AMERIGROUP Track: Financial Services DF07-LifeIns-0907
  2. 2. 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>
  3. 3. Thank You to Our Partners!!!
  4. 4. Customers in all segments have found success with Salesforce.com P&C Life Distribution Personal Individual Group Commercial Broker Health Personal
  5. 5. Why are Insurance Companies Coming to Salesforce? Annuity Life Group Benefits Health The demand for relationship management has never been greater Direct and intermediated distribution Businesses and Consumers Brokers Banks Consultants Agents Advisors
  6. 6. Karen Morton IT Leader, Retirement and Protection Sales Solutions [email_address] Paul Carrasco IT Project Leader, Retirement and Protection Sales Solutions [email_address]
  7. 7. All About Genworth Financial <ul><ul><li>INDUSTRY : Insurance </li></ul></ul><ul><ul><li>EMPLOYEES : 7,000 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 170 </li></ul></ul><ul><ul><li>SALESFORCE.COM PRODUCT(S) USED : SFA, 6 AppExchange applications (3 external & 3 internal) as of September 2007 </li></ul></ul>Genworth is a global financial security company dedicated to providing trusted solutions that help people realize their dreams - of owning homes, building peace of mind, achieving aspirations and enjoying financial independence.
  8. 8. Genworth Business Situation in 2004-2006 <ul><li>Had many groups, all using different business processes and tracking different data </li></ul><ul><li>Difficulty tracking producer interactions with the company </li></ul><ul><li>Multiple systems in place for tracking producer interactions </li></ul><ul><li>Some producer interactions not being tracked at all </li></ul><ul><li>Multiple groups with unique tracking needs </li></ul><ul><li>Overlapping efforts among several groups </li></ul><ul><li>No single view of the customer internally </li></ul><ul><li>Existing systems not meeting all business needs </li></ul>Situation Challenges
  9. 9. Genworth Needed To Address Challenges <ul><li>… offered a single View of a Producer… </li></ul><ul><li>… was flexible enough to work the way Genworth does, including variations across different divisions… </li></ul><ul><li>… and helped run the business by providing insights into the most important activities and metrics. </li></ul>To achieve greater success, Genworth needed a solution that…
  10. 10. Solution: Salesforce.com and AppExchange <ul><li>Better Technology </li></ul><ul><li>Increased adoption </li></ul><ul><li>Higher security and tracking of changes to producer records </li></ul><ul><li>Better accessibility for users </li></ul><ul><li>More flexible – supports the business better </li></ul>Salesforce.com Deployment Details Applications : SFA, AppExchange apps 170 users Integration Points : 10 Scontrols, 3 Custom Apps, backup to Oracle, feeds from mainframe systems. Leveraging the AppExchange ExactTarget <ul><li>Used for email notifications to customers </li></ul><ul><li>Pulls contacts out of SFDC to send and track emails </li></ul>Brainshark <ul><li>Integration makes it easy to share Brainshark presentations with contacts through the application and tracks their use of the presentation </li></ul>Mobile Console <ul><li>In pilot currently </li></ul>
  11. 11. Fixed Life Sales Support Team Call Tracking Initial Load of Accounts and Contacts from Access Database Integration with ExactTarget TLC Team Call Tracking <ul><li>Advanced Marketing Call Tracking </li></ul><ul><li>LTC Group Opportunity Tracking </li></ul>Merged two Salesforce instances Internal Wholesaler Call Tracking Onboarding process for LTC Career Team Current Rollout Flexible architecture allowed initial rollout with quick expansion from there 15 Users 199 Users 1 Admin 2 System Admins 3 Business Admins 1 Developer 119 Users 2 System Admins 3 Business Admins 1 Developer IT Project Tracking Module Load of data from Licensing Admin System Request Tracking Integration with Brainshark 2007 (To Date) 2006 4 th Quarter 2005
  12. 12. Adoption & Results <ul><li>Results </li></ul><ul><ul><li>100% of calls are logged by Sales phone teams </li></ul></ul><ul><ul><li>Elimination of Access databases </li></ul></ul><ul><ul><li>Single point for Change Requests </li></ul></ul><ul><ul><li>Project Tracking </li></ul></ul><ul><ul><li>Higher user satisfaction with web based system. </li></ul></ul><ul><ul><li>Customized Search functionality that fits our business model. </li></ul></ul>
  13. 13. User Feedback <ul><li>Mary Steuart, Sales Analyst, Genworth Financial (September, 2007) </li></ul><ul><ul><li>“Setting up a new account and GA Id's and doing updates are a breeze now! When I look back to where we were early last year to now, it doesn’t seem like the same system.” </li></ul></ul><ul><ul><li>“I love Salesforce and that is coming from me the non believer at first on what sales force could offer us.” </li></ul></ul>
  14. 14. Account Screen Shot
  15. 15. Contact Screen Shot
  16. 16. IT Project Screen Shot
  17. 17. Request Screen Shot
  18. 18. Katy Zahn Manager, Sales and Marketing Operations [email_address]
  19. 19. AMERIGROUP Background <ul><ul><li>INDUSTRY : Managed Healthcare </li></ul></ul><ul><ul><li>EMPLOYEES : 3,833 </li></ul></ul><ul><ul><li>MEMBERS : </li></ul></ul><ul><ul><ul><li>Medicaid – 1,332,000 </li></ul></ul></ul><ul><ul><ul><li>Medicare – 5,000 going to 20,000 </li></ul></ul></ul><ul><ul><li>GEOGRAPHY : Multiple states throughout the US </li></ul></ul><ul><ul><li># USERS : 14, expanding to 100 in October </li></ul></ul><ul><ul><li>PRODUCT USED : SFA </li></ul></ul>AMERIGROUP is a a multi-state managed healthcare company focused on serving people who receive healthcare benefits through publicly sponsored programs, primarily Medicaid and Medicare. AMERIGROUP is one of the few companies addressing the needs of the “dual eligible” market.
  20. 20. AMERIGROUP : Launching Direct Sales <ul><li>Core business is Medicaid </li></ul><ul><ul><li>No direct sales force </li></ul></ul><ul><ul><li>No CRM system </li></ul></ul><ul><li>In 2006, the company began providing a Medicare product </li></ul><ul><ul><li>Involved direct sales </li></ul></ul><ul><ul><li>Required a CRM system </li></ul></ul>Sales Process Leads from internal member data, purchased lists, advertising, direct mail Qualification (telemarketing) In-home appointments Application Members New sales process necessitated creation of a CRM system at Amerigroup
  21. 21. Challenges Posed by New Sales Model <ul><li>Launch in two locations, quickly expand to more </li></ul><ul><ul><li>TX & MD in 2007 </li></ul></ul><ul><ul><li>NY, NJ, FL, NM, TN in 2008 </li></ul></ul><ul><ul><li>Need to be able to launch and train quickly </li></ul></ul><ul><li>Distributed sales teams made it difficult to track activity and other key metrics </li></ul><ul><li>Source and qualify leads from multiple sources </li></ul>Business Technology <ul><li>Mobile sales force without computer access </li></ul><ul><li>Few IT resources available </li></ul><ul><li>Transition from existing homegrown system </li></ul>
  22. 22. AMERIGROUP’s Solution <ul><li>How did we address these challenges? </li></ul><ul><ul><li>Hired Sales Coordinators to sit between mobile field sales and Salesforce.com </li></ul></ul><ul><ul><li>Centralized training in Virginia Beach for Coordinators </li></ul></ul><ul><ul><li>Track all calls made against leads. Track conversions at each stage of pipeline and use data for reporting </li></ul></ul><ul><ul><li>Imported all existing data directly into Salesforce.com as part of the launch </li></ul></ul><ul><li>Deployment Details </li></ul><ul><ul><li>SFA </li></ul></ul><ul><ul><li>14 users initially </li></ul></ul><ul><ul><li>Telemarketers and Marketing Coordinators </li></ul></ul><ul><ul><li>Onsite training for all users </li></ul></ul><ul><ul><li>Phase 2: Integrate with core enrollment system </li></ul></ul>
  23. 23. AMERIGROUP’s Solution Lead list identified Telemarketer calls leads Home visit scheduled App- lication received? Outcome recorded in Salesforce Decline recorded in Salesforce Re-contact task auto generated No Telemarketing Sales Coordinator Yes Yes No Decline recorded in Salesforce Re-contact task auto generated Lead interested in appt? Application processing
  24. 24. Ease of Implementation <ul><li>Katy hired in November 2006 </li></ul><ul><ul><li>No IT background </li></ul></ul><ul><ul><li>No CRM experience </li></ul></ul><ul><ul><li>No data management experience </li></ul></ul><ul><li>Salesforce Professional Services helped to configure it at end of November </li></ul><ul><li>2 week internal testing </li></ul><ul><li>Katy loaded all the data into the app </li></ul><ul><li>Launched January 8, 2007 </li></ul>
  25. 25. Sample Reporting
  26. 26. Results & Key Benefits <ul><li>Very successful sales organization </li></ul><ul><ul><li>21% of calls get through </li></ul></ul><ul><ul><li>30% of those converted to in-home appointment </li></ul></ul><ul><ul><li>68% close ratio on in-home visits </li></ul></ul><ul><li>Key benefits of Salesforce for Amerigroup </li></ul><ul><ul><li>Senior management visibililty </li></ul></ul><ul><ul><li>Combining compliance with better lead management </li></ul></ul><ul><ul><li>Insight into value of leads </li></ul></ul>
  27. 27. Moving Forward with Salesforce.com <ul><li>Expanding to 5 new states, 33 new markets </li></ul><ul><li>Training, implementing new users </li></ul><ul><li>Integrating with core system, FACETS </li></ul><ul><li>Leveraging Salesforce.com for Incentive Compensation tacking, processing, payment </li></ul>
  28. 28. Karen Morton IT Leader, Retirement and Protection Paul Carrasco IT Leader, Retirement and Protection Katy Zahn Manager, Sales and Marketing Operations QUESTION & ANSWER SESSION
  29. 29. 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>
  30. 30. 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>
  31. 31. Customer Hall of Fame Dianne Wright, Vice President, Sales Operations Leader says: “…Integrating Salesforce.com into the sales team has truly been rewarding, enlightening, thoughtfully planned and implemented and most importantly led by Karen's and Paul's excellent leadership. They clearly demonstrate the energy, passion, creativity and expertise that we needed for this integration.“ What the fans are saying: Famed Statistics (Sept. 07): 70% Login Rate 20 Custom Tabs 22 Custom Objects Apps Downloaded: Brainshark, ExactTarget, Salesforce Mobile <ul><li>Meet Me At: </li></ul><ul><li>Building Your Life Insurance Business with Salesforce </li></ul>Karen Morton Genworth Financial IT Leader, Sales Solutions Paul Carrasco Genworth Financial IT Project Leader, Sales Solutions
  32. 32. Customer Hall of Fame Jon Leeke, Vice President of Medicare Sales and Marketing says: &quot;As our company embarks on a major product expansion for 2008, offering a suite of new programs in nine new markets within seven states, Salesforce will play an integral role as the mechanism monitoring all aspects of the sales process. Katy is the hub around which all this activity circulates. Without her expertise, dedication and attention to detail, we would have little hope of success. Couple this with her warm and engaging personality, and you have a true role model for the entire organization.&quot; Katy Zahn AMERIGROUP Corporation Manager, Sales and Marketing Operations What the fans are saying: Famed Statistics: 85% Login Rate Apps Downloaded: Planning & Adoption Dashboard