Salesforce1 World Tour London: Building agile apps for Financial Services

  • View
    556

  • Download
    0

Embed Size (px)

DESCRIPTION

How financial services companies are becoming more agile by innovating on the Salesforce1 platform

Text of Salesforce1 World Tour London: Building agile apps for Financial Services

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 alison.morris@allianz.co.uk

13

Salesforce1 Tour/ Alison Morris

Allianz & Salesforce in use since 2005

Copyright Allianz

Com

mer

cial

&

Eng

inee

ring

Ret

ail B

roke

r

Lega

l Pro

tect

ion

Spe

cial

ity

Hom

e an

d Le

gacy

14

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

15

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

16

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 ORGs - innovate & allows diversity

17

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, were 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