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Deloitte Digital Presentation Title 1
Financial Services
– BankingIndustry Breakout Session – Part 2
Deloitte & Salesforce.com Customer Experience conference
Michael Parker
@414Parker
17 June, 2014
Deloitte and Salesforce.com in Banking
INDUSTRY DEPTH PARTNERSHIP
• Serving 96% of the
57 Fortune 500
Banking &
Securities
companies
• Global industry
depth and breadth
• Global Alliance
Partner
• 500+
implementations
worldwide
• 1600 Global
Resources
• Gartner Ranked #1
Pain Points
Operational
Complexity Poor Customer &
Agent Experience
Lack Of Cross
& Up-sell
Regulatory
Landscape Cost To Onboard
Lack Of Multi-channel
& Process Consistency
Case Study: Better Customer Engagement
Salesforce.com
Leads & Referrals
Where to Invest?
Collaboration
Cross-Sell
Up Sell Referrals
Social Channels
Modality Switch
Rebuild Trust Regulations
Multi Channel
• According to a recent
Banking Survey:
• 42% of banks are
planning on investing in
new account opening and
onboarding solutions.
• 51% of banks are
planning to invest in new
channels
Case Study: On-boarding & Origination
Flagstar Bank, headquartered in
Troy, Michigan, is a full-service
bank with more than 100
branches in communities across
Michigan.
Today Flagstar has assets of
$9.6 billion, a top-tier mortgage
originator in the US, and one of
the nation's Top 10 largest
savings banks.
Original Pain Points
Account opening took up to 50 minutes for bankers to complete
Bankers were seen as ineffective due to the numbers of steps and re-keying required for an account opening
Ineffective ability to cross-sell or market to customers
Customer experience was diminished by a disparate use of technology
Exposure to human errors and inefficiency due to lack of automation
Compliance risks due to lack of controls for KYC, disclosures, AML, etc.
Why On-boarding and Origination?
• 80% of all new accounts are still
originated in the branch
• Your best chance to cross-sell: If a
client does not open another new
account or service within the first 30
days; there is an 80% chance that that
is the only set of products the customer
will own
• Competition: 42% of banks plan to
invest in Onboarding & Originations
(Deposit & Lending)
• Approximately 70% of North American
banks have NOT renovated their
acquisition & originations capabilities
Business
Case:
5 to 95% Businesses which
boosted customer
retention rates by as little
as 5% saw increases in
their profits ranging from
50% to 95%
Onboarding & Origination
Demo
Case Study: Mobile Loan Advisor
• Banco Columbia is the
largest commercial
bank in Colombia and one of
the largest in Latin America.
The bank was founded
in1945 and is a full-service
financial institution that
provides a range of financial
products and services to a
diversified individual and
corporate customer base
throughout Colombia, as
well as in other jurisdictions
Original Pain Points
Lending in the region is growing
10-30% per year
Mobile use and access is growing
Face to face interactions help
drive relationships
Internet access and bandwidth
are variable outside the branch
Case Study: Banco Columbia
Deloitte Mobile Loan Advisor on Salesforce
Case Study: Better Customer Engagement
Salesforce for Financial Services - Mobile
Leads & Referrals
Case Study: Large Bank in North America
Camera View
Kofax Image
Mobile
Mortgage
Origination
Deloitte Digital Presentation Title
13
Building the future is a journey…
How to get started?
Not a destination
BUILDING THE FUTURE IS A JOURNEY…
Customer / Product
Social Networks
Lending
Cross Selling
Referrals
Salesforce.com Solutions for Banking
Information
Technology
Operations & HR
Employee
Social Networks
Branch
Scorecards Profitability Market Share
Sales Events
Management
Forms and
Supplies
Employee
Helpdesk
Performance
Management
Time-off
Manager
Time &
Attendance
Recruiting
Management
IT Helpdesk
Mobile
Applications
Portfolio
Management
Project
Management Governance
Operations
Management
Change
Management
Agile
Development
Vendor
Management
Quality
Assurance
Business
Process Collab
Tap Into
Experts
Credit Risk
Collaboration
Mobile
Bank
Account
Feeds
Banking
Communities
Listening and
Feedback
Teller Retail Sales Marketing Customer Service Commercial
Banking
Real Time
Leads
Application
Capture
Prospect
Qualification
Content
Management
Competitive
Analysis
Household
Management
Segmentation
Service Levels
Compliance
PR and
Awareness
Campaigns
Social Media
Leads
Community
Management Content
Relationship
Management
Activity
Planning Campaign
Execution
Referral
Capture
Service
Requests
Call Center
Website
Knowledge
Management
Social Media
Reporting and
Operations
Standardized
Sales Process
Specialist
Allocation
Reporting and
Forecasting
Account Team
Collaboration
Account
Planning
Cross Selling
and Referrals Applications
Next Best
Product
Interaction
Management Social
Profile
Collaborate on
a Client
Income Metrics
Operating Expenses
Customer Acquisition
Cross Selling
Campaign Performance
Revenue by Branch Conversion Rate Revenue Trends Customer Loyalty
Vision, Values, Metrics
Deloitte BankApp is a robust set of Retail, Institutional, Wholesale and Private Client specific
capabilities built into the Salesforce platform to demonstrate the “Art of the Possible” and
accelerate client projects
BankApp Transformation Accellerator
click to read/open
click to read/open
Onboarding & Origination Deloitte Roadmap
Clients Are Succeeding Today with BankApp
Deloitte Digital Presentation Title
19
Q & A
Deloitte Digital Presentation Title
20
Thank you.
Contact us.
Michael Parker
Senior Manager, Financial Services Industry
micparker@deloitte.com
@414parker
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