Leading the Insurance Industry with On-Demand CRM

Leading the Insurance Industry with On-Demand CRM John Caine, The Phoenix Companies Lisa Lawrence, Liberty Northwest Insurance Corp Sal Caruso, salesforce.com Track: Financial Services

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object]

CRM Challenges facing Insurance Companies Today ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

John Caine Director, Technology Strategy [email_address]

The Phoenix Companies, Inc. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Financial Services EMPLOYEES: 1,200 GEOGRAPHY: United States PRODUCT(S) USED: SFA, 1 AppExchange partner (ExactTarget), AppExchange API # USERS: 210

Phoenix – Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Phoenix – The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Phoenix – Results ,[object Object],[object Object],[object Object],[object Object],[object Object],TIME COST Our old (J2EE) process Salesforce.com

Lisa Lawrence Sales Resources Manager [email_address]

Liberty Northwest Insurance (LNW) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Insurance EMPLOYEES: 1,000 GEOGRAPHY: Northwest Region (AK, ID, MT, OR & WA) PRODUCT(S) USED: Enterprise Edition, SFA, 11 Custom Objects, 11 Custom Tabs, Applications Downloaded – Exact Target # USERS: 80 – 86% login rate USER GROUP LEADER : Portland

Challenge: No Visibility Into Sales Rep Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Inability to focus sales efforts, poor activity management!

Create 360-Degree View of Sales Rep Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Liberty Northwest Solution: 360-Degree View ,[object Object],[object Object],[object Object],Create Multiple Views Best Practice Adoption (Custom Reports) Sales & Renewal Production (Dashboards) Client Relationships (Contact Roles, Partners) Instant Notification Won/Lost Deals (Auto Alerts) Product Book (Custom Opportunity Layout) Prospect Qualifying Activity (Custom Object & Tab Views) Client Interactions (Activity History) Sales Rep Activity 360 Degree View

360-Degree View: Prospect Qualifying Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],Increased visibility

360-Degree View: Client Interactions ,[object Object],[object Object],[object Object],Increased visibility

360-Degree View: Sales and Renewal Production ,[object Object],[object Object],[object Object],[object Object],Increased Visibility

360-Degree View: Client Relationships ,[object Object],[object Object],[object Object],[object Object],Increased Visibility

Liberty Northwest: Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Sal Caruso Principal Solution Consultant [email_address]

Why Partner Relationship Management (PRM) for Insurance? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Products mostly sold through independent agents

Introducing Salesforce PRM My CRM One Pipeline. One Application. One Salesforce. My SFA ,[object Object],[object Object],[object Object],[object Object],[object Object],My PRM

First Point and Click Customization for Agent Portal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customize with Clicks not Code Brand Message Tabs Fields Help Workflow Layout

Complete Producer Agent Lifecycle Management Increase agent effectiveness Automate Recruitment Market Sell Measure View Every Metric Improve Effectiveness Generate Loyalty Recruit ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PRM Demo ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

John Caine Director, Technology Strategy Lisa Lawrence Sales Resources Manager Sal Caruso Principal Solution Consultant QUESTION & ANSWER SESSION

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 212, #### For example, “ Session 212, 5555 ” Session ID: 212 Session ID # Scores for 4 categories SMS Voting powered by:

Leading the Insurance Industry with On-Demand CRM

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Leading the Insurance Industry with On-Demand CRM