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


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)

Alison Morris IT Manager Allianz

Engage Your Users With Custom Apps

Salesforce1 May 22nd 2014

Allianz & Salesforce1 Platform Development

Alison Morris IT Manager – Salesforce [email protected]

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


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


Allianz & Salesforce - Challenges


•  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


Allianz & Salesforce - Benefits


•  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 ORG’s - innovate & allows diversity

17


Allianz & Salesforce - Lessons Learnt


•  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

Jonathan Wood Head of Systems Bank of Cyprus UK


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, we’re 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

salesforce1 world tour london: building agile apps for financial services

Business

jonathan wood

business steering

quality regulatory

alison morris

custom apps

fastest path

cyprus uk

consumer credit