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1. Cloud Sherpas Overview - USE MOST CURRENT BOILERPLATE FROM MKTG2. POV on Wealth Mgmt -
○ FINS General Themes○ Industry Sector Themes/POV○ Overall CRM Challenges○ Salesforce-specific challenges
3. Fullforce Solution - what it is and how it helps4. Methodology - USE MOST CURRENT BOILERPLATE5. “Typical” Project
○ Definition Price○ Phase 1 Range
6. Appendix○ Detailed visuals of Fullforce assets
7. Questions (NOT FOR SHARING)○ Scoping Questions○ Value proposition for various client role types
MASTER DECK CONTENT - Add/Remove sections as needed
1 Cloud Sherpas Overview
2 Wealth Management POV
3 Solution Overview
Project Approach / Methodology4
Agenda
“Typical” Project Attributes5
Boutique in name. Global in reach.CUSTOMER SATISFACTIONas measured by our partners
9.5
90%
9/10
EMEA125+
ANZ150+
APAC225+
Cloud Sherpas is headquartered in Atlanta, GA
Global Delivery Centers are located in Manila, Philippines and Mumbai, India
US350+
Without Equal in Service Delivery
Awards and Accolades
#1#142
#68
Highlighted in IDC Marketscape as a “Major Player” on Salesforce Implementation
FORRESTER cites Cloud Sherpas for strong Salesforce practice
ANALYST REPORTS
CULTURE
GROWTH
Cloud Sherpas was named a “Cool Vendor” for Application Services
#1
Deep CRM Experience - HIGHLIGHT KEY BULLETS• Global leader in CRM
• Over 15 years of experience • 570+ CRM certifications • Financial Service Practice – over 500 projects
deployed• Dedicated practices for Sales, Marketing, Service,
and Mobility • Extensive senior advisory experience performing
CRM Roadmaps
• Global Strategic Partner of Salesforce• 10 plus years in Salesforce experience• 9.5 customer satisfaction rating• 9 Certified Technical Architects (most of any
consulting firm worldwide)• Agile approach with blended-shore delivery centers• Numerous Siebel to Salesforce projects • Practical, flexible & business-focused
We help businesses at every phase
EnhanceAccount mgmt and support to ensure the solution evolves with your business
• Premium Support
• Cloud Management
IntegrateMake better decisions when data is integrated with other systems
• System Integration
• Custom Development
• Mobility Solutions
ImplementTransform the way your customers, partners and employees interact
• Implementation
• Data Migration
• Change Management
AdviseEnsure your cloud strategy is on a successful path
• Workshops
• Industry & Functional Frameworks
• Cloud licensing
Industry Solutions formed at the intersection of...
Our Solutions: Our solution assets are formed at the intersection of the Sectors and the COE’s. Excellence Frameworks are used during Planning/Discovery Engagements. Industry Solutions are used during Design & Implementation.
Our UnderstandingCLIENT is seeking a solution leveraging the salesforce.com platform and recommended complimentary technologies including industry best practices in order to address:
○ Increase advisor effectiveness in the sales and client relationship process○ Integrate digital and CRM strategies to elevate intermediaries’ brands more effectively, which will
strengthen the company’s overall brand value, investment reputation and consideration potential.○ Speed-up an Advisors movement from awareness to advocacy by promoting targeted solutions to help
intermediaries better serve potential and existing clients and grow their business.○ Improve efficiencies by helping the sales force effectively manage their advisor base by developing a
continuous dialogue across traditional and digital touch points to generate leads at the right time within the sales cycle.
○ Reduce costs by providing the sales force with tools to effectively manage their planning and maximize client-facing time.
○ Increase “selling time” by decreasing “administration” time○ Creating a more agile technology platform to better enable an ever-changing business environment
Cloud Sherpas is pleased to offer our wealth management framework and advisory services to assist with strategic direction, change management, implementation and user adoption of the new CRM tool
Financial Services in the Cloud - Recurring Themes
Value/ Opportunity
Data Security
Mobility
Precedence
Analytics & Data
● Better Customer Engagement● More Transparency● Sell More Products● Cross-BU Opportunities
● Data Retention/Archival● PII Data in the cloud● Data Residency● Data Privacy● Regulatory constraints● Global issues
● Sub-Sector Best Practices● Compliance precedence● Out-of-box customizations with
maximum flexibility
● How do we know what’s important?● What indicators are relevant?● How to incorporate “Big Data”
● Highly mobile workforce● Multiple device support (BYOD)● Security of data
Core Integration
● How best to move data back and forth?
● What data belongs in salesforce?● Which functions belong in
salesforce (rules engines, transactions, territory mgmt)
Industry Perspective
Key Firm Success Criteria● Performance● Reputation● FA Responsiveness● Personalized Support● Global Reach
Challenges● Differentiation● Financial Advisor Brand vs. Company
Brand● IT Budget Limitations● Supporting a Mobile Workforce● Access to Personalized Information● Volatile Markets● Fragmentation
Key Solution Benefits
● Ensure timely follow-up with your clients and prospects
● Efficient, relevant and appropriate client communication
● Facilitate collaboration across teams● Streamline your process by tracking
your activities
● Central location for client information ● Efficient tracking of client issues
through service tickets● Opportunity tracking at the Client level● Distribution and execution of Lead Lists● Enhanced real time reporting
Wealth Management: State of the Industry
The industry is met with significant challenges and changes from every angle.
Changing demographics and markets
Limited Resources
Compliance and Regulatory Challenges
Mobile workforce
Prioritization
Data Security
Changes to distribution models Forecasting Accuracy
Increasing Competition
Firm differentiation
Big Data
Trends Impacting the Future of Wealth Management
Change of age demographic
❏ Increase in numbers of retirees -- increase in retirement product focus
❏ Increase in mass affluent in the younger demographic -- need advisors who understand and can communicate/reach this group
❏ Shift from transactions to advisory
Increasing competition -- globally and locally
❏ Drives need for lower costs / higher efficiency❏ Branding becomes ever more important
Proliferation in technology use/adoption
❏ Reaching consumers on “omni-channel”❏ Data mining in “big data” times
CRM Challenges - What we are seeing
Provide 360-degree view of a client in correct format
Disconnected sales, marketing,service
Measuring territory management/alignment
Increasing overall sales effectiveness (intelligent workflow, smart selling)
Providing timely and accurate data Supporting a Mobile workforce
Access to personalized information
Outdated non-integrated technology solutions
Missing workflows requires extensive time searching for the correct information
Accurate and timely reporting
Ideal State: Mobile apps provide “anytime, anywhere” access
Leveraging social collaboration to provide better adoption, deal support and product ideas
Fostering direct communications for consumers using communities
Better targeting based on buying behaviors and predictive analytics
Enabling sales teams with technology for guided smart selling
Typical Solution Considerations / Challenges
● Householding and Relationship Modeling
● KYC functions and/or integration
● Call Reports (multiple contacts & products)
● Compliance (eg. Chatter)
● Portfolio data integration
● Combining multiple segments (eg. branches/bankers, wealth advisors, asset managers)
● Forecasting approach
● Client Tiering
● Expense Management and measuring ROI
● Data (Client Master, Quality, Governance)
● Outlook/Exchange integration and mapping to appropriate accounts
● Team Selling
● Territory Management/Alignment
Cloud Sherpas Investment Management Playbook
Product Collaboration
Sales Collaboration Custom Mobile Libraries
Wealth Management Lifecycle Framework
Solution Snapshot
● Householding and Relationship Modeling
● KYC functions and/or integration
● Call Reports (multiple contacts & products)
● Compliance (eg. Chatter)
● Portfolio data integration
● Service Model - Console & Service Tickets
● Lead & Referral Management
● List & Campaign Management
● Forecasting approach
● Client Tiering
● Expense Management and measuring ROI
● Outlook/Exchange integration and mapping to appropriate accounts
● Team Selling
● Territory Management/Alignment
Product Collaboration
Sales Collaboration External Wholesaler App
Beyond CRM: Wealth Management Playbook
Accelerate time to market and impact your bottom line. ❏ Mobile access❏ Better deal support❏ Personalized product recommendations❏ Improving inbound sales with salesforce.com
platform
Program Definition- Activities/Deliverables
Focus will be on defining process and requirements for specific user groups (e.g. Financial Advisors, Marketing and Sales Operations, etc). Technology workstreams will focus on topics such as legacy data, back office integration assessment and mobility requirements.
Critical Success FactorsWe implement critical program success factors to allow flexibility, consistency and a successful rollout
Enterprise Program Organization● Our model focuses on creating and maintaining a true partnership between our customer and Cloud
Sherpas● We keep all stakeholders aligned and create a formal framework for effectively making decisions and
communicating them● This structure facilitates making a full development and operations transition to the customer
Mobilization
June 2012
Program management – A project delivery approach focusing on lessons learned to achieve success
Use more as a benchmark rather than a standard. Should not show this in a first or second call unless required.
“Typical” Project Attributes
“Typical” Cloud Sherpas Roles
Role Responsibilities
Engagement Manager ● Escalation and Resourcing● Supports Project Team Deliverables
Project Manager / Senior Business Analyst
● Manages the project in conjunction with Client Project Manager● Day-to-day central point of contact● Solution design and deliverable lead
Solution Architect (SME) ● Advises the customer on Solution Architecture Industry Best Practices
Business Analyst ● Helps facilitate requirements and design● Hands-on salesforce.com configuration
Technical Architect ● Overall system architecture lead
Technical Lead ● Hands-on technical lead for design , configuration, and integration● Coordinates/manages offshore resources
“Typical” Cloud Sherpas Roles (Offshore)
Role Responsibilities
Developer (Offshore) ● Integration development, Custom development
Data Specialist (Offshore) ● Data preparation, loading, and migration
QA Specialist (Offshore) ● Quality assurance testing
Offshore Coordinator ● Central point of contact for offshore resources
Use appropriate slides to demonstrate a closer look at implementation accelerators
Appendix - Accelerators
Data Model - Householding Example
Detailed ERD for some of the hardest Wealth Mgmt data challenges:
● Householding
● Complex relationships
● Trust/Legal Entity association
Customized Data Model
Detailed ERD for some of the hardest Wealth Mgmt data challenges:
● Householding
● Complex relationships
● Trust/Legal Entity association
Integration Architecture
Major Functions and categories of accelerators for a “typical” Phase 1 project
EncryptionAn encryption appliance like CipherCloud will encrypt all data being entered in Salesforce.com.
● All traffic must funnel through an on-premise API gateway● CipherCloud encrypts incoming data and decrypts outgoing data● A user accessing SFDC directly will see scrambled data● All integrations, data migrations, AppExchange packages must route data in/out of
CipherCloud
Encryption (cont’d)● Salesforce user creates a new customer with PII fields (Financial Account ID, SSN).
○ CipherCloud encryption of actionable data and export to EDW
● Salesforce user searches for contact based on SSN/Financial Account ID.○ VF search page utilizing PII filters, querying EDW for matching records,
returning Salesforce IDs to VF page, user visiting actual SFDC records.
Cloud Sherpas Wealth Management Solution
Leveraging industry-specific assets and experience,
Cloud Sherpas sets the foundation for a business benefit-driven approach to cloud technology from day one – reducing time to deployment with a rich functionality set, in a predictable and
measurable way
Value Proposition
For Business People
For Operations
For Salesforce.com
For IT
Overall
● Increase revenue● Improved user experience● Improved efficiencies● Improved customer loyalty
● Enable distribution of duties● Better data management● Built in “Help Desk” for support● Built in feedback mechanism for
platform updates
● Fast time to market● Built-in lessons learned● Industry reference architecture● Enable delivery agility to keep on
pace with changing business● Prepackaged custom mobile
frontend● Built in integrations with
AppExchange partners
● Accelerators are real● Incorporates strategy and
implementation● Industry expertise plus Salesforce
expertise ● Faster deal close● Better differentiation● Proven precedence in the market● Compliance precedence
Questions● Team/People
○ How big is their project/IT team and what are the roles?● Territory Mgmt
○ How do they determine territory alignment?○ How do they determine tiering of clients?
● Security/Compliance○ Do they have established compliance rules for cloud technologies?
● Data Migration ○ What are the current data volumes in Siebel?○ What are the tables and objects that should be migrated?○ How much historical data would you like to migrate? (e.g. 2 years, 3 years?)○ Aside from Siebel, are there additional data sources that you wish to migrate?
● Integration○ What are the approximate number of integrations in your current environment?○ Can you provide an overview of the type of integrations (e.g. real-time, batch, bi-directional)?○ Are you currently using middleware for integration purposes?
● Analytics○ Please provide some examples of analytics in use today (eg. Cross-sell, prospect, retention propensity
modeling; Advisor purchasing trends, territory benchmarking)● Project-Specific
○ What is the target date for deployment?○ Have they determined a rollout strategy?○ Are certain SDLC stage gates required?