Financial Services Banking

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Deloitte Digital Presentation Title 1

Financial Services

– Banking

Industry Breakout Session – Part 2

Deloitte & Salesforce.com Customer Experience conference

Michael Parker

@414Parker

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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

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Pain Points

Operational

Complexity

Poor Customer &

Agent Experience

Lack Of Cross

& Up-sell

Regulatory

Landscape

Cost To Onboard

Lack Of Multi-channel

& Process Consistency

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Case Study: Better Customer Engagement

Salesforce.com

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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

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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.

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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%

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Onboarding & Origination

Demo

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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

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Case Study: Banco Columbia

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Case Study: Better Customer Engagement

Salesforce for Financial Services

- Mobile

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Case Study: Large Bank in North America

Camera View

Kofax Image

Mobile

Mortgage

Origination

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Building the future is a journey…

How to get started?

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Not a destination

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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

Commercial

Customer Service

Marketing

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 Email 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,

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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