salesforce1 world tour london: building agile apps for financial services
Post on 14-Sep-2014
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How financial services companies are becoming more agile by innovating on the Salesforce1 platformTRANSCRIPT
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 [email protected]
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Salesforce1 Tour/ Alison Morris
Allianz & Salesforce – in use since 2005
© Copyright Allianz
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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
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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
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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
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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