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Financial Services

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Building Meaningful Customer Relationships in Financial Services

For decades, financial institutions have struggled to bridge relationships across both personal and professional financial needs of their customers. In B2C, they have struggled to get a full understanding of their customer life moments while in B2B they have struggled to navigate complex stakeholders, products and organisational structures. Join this session to hear how our Customer Trailblazers Allianz Partners and Ulster Bank unlocked the full power of their data, increased productivity and put their customer needs first to drive the right, high value activities.

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Financial Services

  1. 1. Building Meaningful Customer Relationships in Financial Services Frederico Venturieri – EMEA Business Development Lead, Financial Services 19th Jun 2019
  2. 2. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Barclays video placeholder I should get the video by Monday
  4. 4. Financial Services in the Fourth Industrial Revolution IoT Revolutionizing Insurance Pricing Voice & AI Bots Scaling Service Support Blockchain Evolving Capital Markets Industry Convergence Driving ‘Invisible Finance’
  5. 5. Cards & Payments Retail & Premier Banking Property & Casualty Insurance Life Insurance & Annuities Wealth Management Mortgage & Lending Business & Commercial Banking Asset Management Corporate Banking & Treasury Services Investment Banking Global Markets Consumer Institutional Customer Success Across the Spectrum of Financial Services
  6. 6. Our Top Customers Lead in Speed, Breadth and Scale
  7. 7. Decades of Complexity Are Slowing Transformation Preventing a unified customer experience Business Silos WealthRetail Commercia l Insurance CIB Branch Contact Center Online Mobile Financial Center Duplicative Discrete Functions MIS WorkflowForms & Doc MgmtEncryption & Audit Trail Identity & Security Customer Interactions Business Rules OCR Fraud Detection Campaign ServicesEmailNotifications Leads Data Lake Complex Integrations Accounts Sales Offers Transactions Onboarding Teller CTI Chat Offers Inquiries Transactions Voice Products Transactions Inquiries Leads Chat Contact Email Inquiries Offers SMS Email Transactions Accounts Transactions Offers Inquiries Statements Fractured View of the Customer Core Systems Lending Core Policy & Admin 3rd Party Data Services Deposits Core Payments/POSMortgage Core G/L Customer Master Customer Master Policy & Admin Credit Cards G/L Deposits Core Payments/POS 3rd Party Data Services Mortgage Core
  8. 8. Transformation Mindsets Mindsets shape the way firms think about customer experiences and technology Become a customer company. Connect with your customers in a new way. Digital Mortgage Origination Leverage technology to optimize existing operating model and business processes. Lead Management System Reinvent your company and ecosystem to create new forms of customer value. Connected Home Buying Experience
  9. 9. How does Salesforce help Financial Institutions Transform their Business? Smart real-time customer interactions Ecosystem Driven EconomyPersonalized Customer Experience across Physical and Digital Channels Customer Centric FirmConvert the Right Prospects
  10. 10. Financial Services Cloud & Innovation Einstein Bots for Financial Services Cloud GA Action Plans GA Lightning Scheduler GA GA Insurance GA – S19 GA – S19 Lightning Flows RECENT INNOVATIONS Einstein Analytics for Financial Services
  11. 11. Damien Daly Global Head of Client Relationship Management Allianz Care Alexander Bender Director of Strategy, Innovation and Customer Experience Ulster Bank Your panelists today
  12. 12. Allianz Care Salesforce Journey 2011 2012 2013 2016 2017 2018 2019 New Business management and Sales Team CRM Team for managing existing clients Renewal management incl. document generation using Conga Underwriting integrated into New Business and Renewal journey Product management with ability to quickly customise Switch to Lightning Community for brokers to run their own quotations End to end renewal process management QuoteForce – custom build quotation engine

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