Cloud Sherpas Wealth Management Solution
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1 Cloud Sherpas Wealth Management Solution
2 MASTER DECK CONTENT Add/Remove sections as needed Cloud Sherpas Overview - USE MOST CURRENT BOILERPLATE FROM MKTG POV on Wealth Mgmt FINS General Themes Industry Sector Themes/POV Overall CRM Challenges Salesforce-specific challenges Fullforce Solution - what it is and how it helps Methodology - USE MOST CURRENT BOILERPLATE Typical Project Definition Price Phase 1 Range Appendix Detailed visuals of Fullforce assets Questions (NOT FOR SHARING) Scoping Questions Value proposition for various client role types
3 Agenda 1 Cloud Sherpas Overview 2 Wealth Management POV 3 Solution Overview 4 Project Approach / Methodology 5 Typical Project Attributes
4 Boutique in name. Global in reach. CUSTOMER SATISFACTION as measured by our partners 9.5 EMEA 125+ US 350+ Cloud Sherpas is headquartered in Atlanta, GA APAC 225+ Global Delivery Centers are located in Manila, Philippines and Mumbai, India 90% ANZ /10 Without Equal in Service Delivery
5 Awards and Accolades ANALYST REPORTS GROWTH Highlighted in IDC Marketscape as a Major Player on Salesforce Implementation #1 #1 #68 FORRESTER cites Cloud Sherpas for strong Salesforce practice CULTURE Cloud Sherpas was named a Cool Vendor for Application Services #142
6 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
7 We help businesses at every phase Advise Implement Integrate Enhance Ensure your cloud strategy is on a successful path Transform the way your customers, partners and employees interact Make better decisions when data is integrated with other systems Workshops Implementation System Integration Industry & Functional Frameworks Data Migration Custom Development Premium Support Change Management Mobility Solutions Cloud Management Cloud licensing Account mgmt and support to ensure the solution evolves with your business
8 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.
9 Our Understanding Update to reflect client provided materials and background from calls
10 Our Understanding CLIENT 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
11 Our Understanding
12 Wealth Management Industry POV
13 THE BIGGEST FINANCIAL BRANDS RELY ON CLOUD SHERPAS
14 Financial Services in the Cloud - Recurring Themes Value/ Opportunity Better Customer Engagement More Transparency Sell More Products Cross-BU Opportunities Precedence Core Integration Data Security Data Retention/Archival PII Data in the cloud Data Residency Data Privacy Regulatory constraints Global issues Highly mobile workforce Multiple device support (BYOD) Security of data How best to move data back and forth? What data belongs in salesforce? Which functions belong in salesforce (rules engines, transactions, territory mgmt) Analytics & Data Mobility 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
15 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
16 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
17 Wealth Management: State of the Industry Limited Resources Changing demographics and markets Prioritization Increasing Competition Compliance and Regulatory Challenges Firm differentiation Big Data Changes to distribution models Data Security Mobile workforce Forecasting Accuracy The industry is met with significant challenges and changes from every angle.
18 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
19 CRM Challenges - What we are seeing Providing timely and accurate data Supporting a Mobile workforce Increasing overall sales effectiveness (intelligent workflow, smart selling) Access to personalized information Measuring territory management/alignment Outdated non-integrated technology solutions Disconnected sales, marketing,service Missing workflows requires extensive time searching for the correct information Provide 360-degree view of a client in correct format Accurate and timely reporting
20 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
21 Typical Solution Considerations / Challenges Householding and Relationship Modeling Forecasting approach KYC functions and/or integration Client Tiering Call Reports (multiple contacts & products) Expense Management and measuring ROI Compliance (eg. Chatter) Data (Client Master, Quality, Governance) Portfolio data integration Outlook/Exchange integration and mapping to appropriate accounts Combining multiple segments (eg. branches/bankers, wealth advisors, asset managers) Team Selling Territory Management/Alignment
22 Wealth Management Solution Components
23 Financial Services - Industry Solutions
24 Cloud Sherpas Investment Management Playbook Wealth Management Lifecycle Framework Product Collaboration Sales Collaboration Custom Mobile Libraries
25 Solution Breakdown
26 Solution Snapshot Householding and Relationship Modeling List & Campaign Management KYC functions and/or integration Forecasting approach Call Reports (multiple contacts & products) Client Tiering Compliance (eg. Chatter) Expense Management and measuring ROI Portfolio data integration Outlook/Exchange integration and mapping to appropriate accounts Service Model - Console & Service Tickets Team Selling Territory Management/Alignment Lead & Referral Management
27 Client Component
28 Financial Account Component
29 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 Product platform Collaboration Sales Collaboration External Wholesaler App
30 Methodology Be sure to use most up to date methodology slides
31 Implementation Methodology
32 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.
33 Critical Success Factors We implement critical program success factors to allow flexibility, consistency and a successful rollout
34 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
35 Mobilization Program management A project delivery approach focusing on lessons learned to achieve success June 2012
36 Typical Project Attributes Use more as a benchmark rather than a standard. Should not show this in a first or second call unless required.
37 Typical Assumptions (High-Level) ETL Tool part of the architecture
38 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
39 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
40 Appendix - Accelerators Use appropriate slides to demonstrate a closer look at implementation accelerators
41 Householding/Relationship Model * See Design Considerations document for options and pros/cons
42 Data Model - Householding Example Detailed ERD for some of the hardest Wealth Mgmt data challenges: Householding Complex relationships Trust/Legal Entity association
43 Customized Data Model Detailed ERD for some of the hardest Wealth Mgmt data challenges: Householding Complex relationships Trust/Legal Entity association
44 Integration Architecture Major Functions and categories of accelerators for a typical Phase 1 project
45 Encryption An 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
46 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.
47 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
48 Questions
49 Value Proposition For Business People Increase revenue Improved user experience Improved efficiencies Improved customer loyalty For Operations Enable distribution of duties Better data management Built in Help Desk for support Built in feedback mechanism for platform updates For Salesforce.com Faster deal close Better differentiation Proven precedence in the market Compliance precedence For IT 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 Overall Accelerators are real Incorporates strategy and implementation Industry expertise plus Salesforce expertise
50 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?
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