Financial Services Banking

Transcription

1 Deloitte Digital Presentation Title 1 Financial Services Banking Industry Breakout Session Part 2 Deloitte & Salesforce.com Customer Experience conference Michael 17 June, 2014

2 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

3 Pain Points Operational Complexity Poor Customer & Agent Experience Lack Of Cross & Up-sell Regulatory Landscape Cost To Onboard Lack Of Multi-channel & Process Consistency

4 Case Study: Better Customer Engagement Salesforce.com Leads & Referrals

5 Where to Invest? 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 Rebuild Trust Cross-Sell Up Sell Collaboration Regulations Referrals Multi Channel Modality Switch Social Channels

6 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.

7 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) 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% Approximately 70% of North American banks have NOT renovated their acquisition & originations capabilities

8 Onboarding & Origination Demo

9 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

10 Case Study: Banco Columbia Deloitte Mobile Loan Advisor on Salesforce

11 Case Study: Better Customer Engagement Salesforce for Financial Services - Mobile Leads & Referrals

12 Case Study: Large Bank in North America Mobile Mortgage Origination Camera View Kofax Image

13 Deloitte Digital Presentation Title 13 Building the future is a journey How to get started?

14 BUILDING THE FUTURE IS A JOURNEY Not a destination

15 Salesforce.com Solutions for Banking Vision, Values, Metrics Income Metrics Operating Expenses Customer Acquisition Cross Selling Campaign Performance Revenue by Branch Conversion Rate Revenue Trends Customer Loyalty Employee Social Networks Collaborate on a Client Business Process Collab Tap Into Experts Credit Risk Collaboration Customer / Product Social Networks Mobile Bank Account Feeds Banking Communities Listening and Feedback Teller Retail Sales Lending Commercial Customer Service Marketing Banking Social Profile Interaction Relationship Household Real Time Leads Prospect Qualification Account Team Collaboration Standardized Sales Process Call Center PR and Awareness Social Media Referral Capture Campaign Execution Activity Planning Segmentation Service Levels Application Capture Content Account Planning Specialist Allocation Website Knowledge Campaigns Leads Next Best Product Service Requests Applications Compliance Cross Selling Referrals Competitive Analysis Cross Selling and Referrals Reporting and Forecasting Social Media Reporting and Operations Community Content Operations & HR Branch Scorecards Profitability Market Share Sales Events Forms and Supplies Employee Helpdesk Performance Time-off Manager Time & Attendance Recruiting Information Technology IT Helpdesk Mobile Applications Portfolio Project Governance Operations Change Agile Development Vendor Quality Assurance

16 BankApp Transformation Accellerator 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 click to read/open click to read/open

17 Onboarding & Origination Deloitte Roadmap

18 Clients Are Succeeding Today with BankApp

19 Deloitte Digital Presentation Title 19 Q & A

20 Deloitte Digital Presentation Title 20 Thank you. Contact us. Michael Parker Senior Manager, Financial Services