Industry Focus: Financial Services

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Industry Focus Financial Services
Beyond Phase One Strategically Planning
Multi-Phase Wealth Management Deployments

• Cory Cochran, American Century Investments
• Adam Sokolic, National Retirement Partners
• Matt OConnor, salesforce.com

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Agenda

• Introductions
• Multi-Phase Deployments
• American Century Investments
• National Retirement Partners
• Question and Answer Session

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We Did It!!
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The Challenges

• Budgets

Resources
Diverse Stakeholders
Technology
Where to start?
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Cory Cochran Director of Sales Operations and
Technology Strategy
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American Century Investments

• American Century Investments is a leading,
  multi-disciplined investment manager serving
  individuals, intermediaries and institutions.
  American Century Investments has been focused on
  performance for 50 years.

• INDUSTRY Financial Services
• EMPLOYEES 1,500
• GEOGRAPHY Domestic International
• USERS 230
• PRODUCTS USED Salesforce CRM SFA, Service
  Support, Marketing, Ideas, CTI, 2 AppExchange
  applications, Force.com applications, VisualForce

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American Century Key Challenges

• Moving at salesforce speed
• Maintaining the momentum after Go Live
• Systems Process replacement obtaining parity
  with existing solution.
• I need everything now
• Ensure users have the tools they need to be
  successful
• Didnt you just do a release?
• Organizations ability to internalize the
  releases

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American Century The Solution

• Executive Sponsorship
• Start small build the right foundation.
• Establish a roadmap
• Build value incrementally
• Prioritization is key
• Focus on Business and user value
• Release cadence major and minor releases
• Major IT, minor business admins and PSR
• User Focus Groups. Inclusive process users,
  management, IT.

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American Century The Results

• 8 week phase I (2 weeks for training)
• 1.8 M Clients, Opportunites, KYC ,6 Integration
  points
• 3 Major Releases (IT Driven)
• Financial Accounts Mash-up
• Relationship Groups (Dec.)
• CTI Screen Pop
• 5 Minor Releases
• Case Management
• Campaign Lead Managment
• Ideas
• Client Mash-up for Market Conditions (1 Day)
• Opportunity Adjustment Object

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American Century Key Take-Aways

• Executive Sponsorship - Ongoing
• Include EVERYONE Users, IT, Managers, Directors
• Build your roadmapto start
• Begin with the end in mind
• Dont get caught up in Big Bang. You do not need
  everything right now.
• Deployment / Release mgmt repeatable process

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Adam Sokolic Senior Vice President of Operations
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National Retirement Partners
National Retirement Partners is the premier
retirement plan consulting, wealth management and
distribution company in the United States built
by advisors for advisors. NRP is dedicated to
building the largest network of independent
advisors who deliver the highest quality products
and services to retirement plan sponsors and
participants.

• INDUSTRY Financial Services
• EMPLOYEES 200 employees, 500 member firm
  employees
• GEOGRAPHY National
• USERS 154
• PRODUCT(S) USED Salesforce CRM SFA, 10
  AppExchange applications, Force.com Mobile,
  Force.com Connect Offline, VisualForce

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National Retirement Partners Key Challenges

• Where to start?
• So many systems and data sources
• Force.com so many options
• Diverse user population
• Balancing standard template with individual
  member firm needs
• Adding new features without impact
• Integration

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National Retirement Partners The Solution

• one stop shopbuilding the roadmap
• Prioritization approach
• Evaluation process
• Build a relationship with your users
• Robust release management process
• Every 6-8 weeks
• Integration Process
• Balancing the standard template with individual
  firm needs
• Flexible based on Force.com platform

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National Retirement Partners The Results

• The NRP instance of Salesforce CRM is undeniably
  the most profit creating tool we have in our
  business.  The efficiencies it creates, coupled
  with the practice management tools, sets us apart
  and puts us at an incredible advantage in our
  industry.
• T. Hammond, President / CEO Pensionmark
  Retirement Group

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National Retirement Partners The Results

• 7 Months
• 5 Releases
• 10 Integrations
• 40 member firm versions
• Penetration 30 of Member Firms, 130 users
• Coming soon
• Larkspur Data integration
• Fund level commission feed
• Wealth management template

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National Retirement Partners Key Take-Aways

• Develop a roadmap
• Integration plan carefully
• Engage users in the process
• Release management planning
• Think BIG use the power of platform!!

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QUESTION ANSWER SESSION
Cory Cochran
Director of Sales Operations and Technology
Strategy
Adam Sokolic
Senior Vice President of Operations
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Customer Hero Cory Cochran
Jeff Benton, Senior Vice President of Direct
Sales and Service says From our fast start,
throughout ongoing development, Cory continues to
drive a quick and effective implementation of
Salesforce. He works well across the
organization, balancing the needs of sales and
service, while keeping an eye on the impact each
step has on users, business process and,
ultimately, on the overall client experience.
His personal dedication, creativity and energy
are driving factors in our success. Thanks,
Cory!
Famed Statistics 98 Adoption Rate 6 ½ Week
Wealth Management Implementation 3 Major
Releases, 6 Minor per year Apps Downloaded
Product Management
Cory Cochran Director of Sales Operations
Technology Strategy
Session Beyond Phase One Strategically
Planning Multi-Phase Wealth Management
Implementations
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Customer Hero Adam Sokolic
Robert Francis, Chief Operating Officer says
Adams ingenuity, creativity, and determination
have allowed him to successfully develop and
deploy a unique version of salesforce.com
throughout our organization.   This tool has not
only allowed us to deliver efficiency and profits
to our advisors, but created a strong draw from
other advisors in our industry to join our
firm.   He continually pushes the limits of what
is achievable and positions NRPs tools and
services as the best in the industry.
Famed Statistics SFA 10 AppExchange
applications SF Mobile Force.com Connect
Offline VisualForce
Adam Sokolic Senior Vice President of Operations
Session Beyond Phase One Strategically
Planning Multi-Phase Wealth Management
Implementations