Best Practices: Insurance Intermediaries

1
Best Practices Insurance Intermediaries
Track Financial Services

• Tom Brcka, salesforce.com
• Paul Volkman, Keenan Associates
• Jann McCully, Wells Fargo Insurance Services
• Doug Turk, Aon

2
Safe Harbor Statement
Safe harbor statement under the Private
Securities Litigation Reform Act of 1995 This
presentation may contain forward-looking
statements including but not limited to
statements concerning the potential market for
our existing service offerings and future
offerings. All of our forward looking statements
involve risks, uncertainties and assumptions. If
any such risks or uncertainties materialize or if
any of the assumptions proves incorrect, our
results could differ materially from the results
expressed or implied by the forward-looking
statements we make. The risks and uncertainties
referred to above include - but are not limited
to - risks associated with possible fluctuations
in our operating results and cash flows, rate of
growth and anticipated revenue run rate, errors,
interruptions or delays in our service or our Web
hosting, our new business model, our history of
operating losses, the possibility that we will
not remain profitable, breach of our security
measures, the emerging market in which we
operate, our relatively limited operating
history, our ability to hire, retain and motivate
our employees and manage our growth, competition,
our ability to continue to release and gain
customer acceptance of new and improved versions
of our service, customer and partner acceptance
of the AppExchange, successful customer
deployment and utilization of our services,
unanticipated changes in our effective tax rate,
fluctuations in the number of shares outstanding,
the price of such shares, foreign currency
exchange rates and interest rates. Further
information on these and other factors that could
affect our financial results is included in the
reports on Forms 10-K, 10-Q and 8-K and in other
filings we make with the Securities and Exchange
Commission from time to time. These documents are
available on the SEC Filings section of the
Investor Information section of our website at
www.salesforce.com/investor. Salesforce.com, inc.
assumes no obligation and does not intend to
update these forward-looking statements, except
as required by law.
3
Moderated By
Tom Brcka
Principal Sales Engineer
salesforce.com
Paul Volkman
Chief Information Officer
Jann McCully
Managing Director, Customer Tech
Doug Turk
Managing Principal
4
Paul Volkman Chief Information Officer
5
All About Keenan Associates
Keenan Associates is the 17th largest insurance
consulting and brokerage firm in the United
States. Keenan is a full service consultant and
broker, dedicated to providing superior insurance
products and services for public agencies and
health care organizations

• INDUSTRY Insurance
• EMPLOYEES 675
• GEOGRAPHY California
• USERS 120
• PRODUCT(S) USED Salesforce CRM SFA, Service
  Support

6
Key Challenges Life at Keenan prior to
Salesforce CRM

• No centralized contact management need 360 view
  of client
• Lack of accountability
• Need integration with Enterprise data
• Lack of pipeline and production visibility across
  all lines of business (10 lines)
• Lack of communication among business units
• Inconsistent paper-based process for new business
• Account knowledge lost with turnover
• Customer Service disconnected from Sales team

7
The Solution Life at Keenan after Salesforce CRM

• Salesforce CRM is now the database of record and
  integrates with other systems providing single
  point of entry for much of our data
• Salesforce CRM has enabled us to monitor the
  competitive environment and give us insight into
  the market
• Salesforce CRM has enabled us to automated
  processes which ensure that nothing falls though
  the cracks and has established standardization
  across the organization
• Dashboards now provide visibility to both Sales
  and Service to manage the account from the
  prospecting to implementation stage

8
Data Integration and Accountability

• In-house Java applications pull data from
  Salesforce CRM bringing us closer to
  single-point-of-entry for data
• Customer-facing applications are driven by
  Salesforce CRM data
• Integrate financial system with Salesforce -
  Track hours spent vs. revenue generated

9
Analyze Niche and Monitor Environment

• Created custom object to track board members and
  their political leanings
• Provides insight into clients and the environment
  in our market
• Keenan uses Salesforce CRM as our primary
  competitive tracking tool

10
New Business Automation and Standardization
Oppty Won
Sales Manger Approval
Notify Finance
Notify Audit
Notify Team
Audit Approval
Notify Finance
Notify Team
Numbers Posted to Production Report
11
Track Key Product Implementations

• Created custom object to track rollout of
  Customer Portals
• Dashboards are emailed weekly to Team Members
• Visibility for Sales and Service Teams

12
Enabled Centralized Customer Service

• Centralization of Customer Service was a
  by-product of implementing SFA not an original
  goal
• Transformed our customer service model to enable
  us to service more clients without losing the
  personal relationships
• Leveraged CRM model to enable us to quickly and
  efficiently deploy centralized customer service

13
Manage. Share. Build. apply what weve learned

• Find applications to encourage adoption
• Integration with Enterprise Applications is key
• System provides accountability for more than just
  sales (this also drives adoption)

14
Jann McCully Managing Director, Customer
Technology Solutions
15
All About Wells Fargo Insurance Services
Wells Fargo Insurance Services is the fifth
largest insurance brokerage firm in the world and
the largest bank-affiliated insurance brokerage
firm in the United States.

• INDUSTRY Insurance Brokerage
• EMPLOYEES 4,500
• GEOGRAPHY United States, 150 offices
• USERS 1,098 insurance plus 772 bank
• PRODUCT(S) USED Salesforce CRM SFA, Service
  Support, 3 downloaded AppExchange applications

16
History of Implementation

• Began January 2004
• Goals
• Improve cross selling between Property and
  Casualty and Employee Benefits business lines
• Avoid collisions between sales people from
  different offices
• Avoid soliciting our own clients
• Get a total value of a client all lines
• Allow for revenue projections

17
Key Business Processes producer workflow
Converted Leads by Month
Lead by Status
Lead Conversion
Top Sales Reps
Month-to-Date Trending
Closed Business by Month
Yes
Open Opportunities
Sell
Yes
Won
Lead Qualified?
My Open Leads
Working Leads
Monitor opportunities reports and dashboards to
keep track of top deals and prioritize your
time.
Set up different views to manage leads. For
example, todays leads or leads sorted by lead
type.
When working a lead, set up a series of tasks,
which might vary based on the type of lead. For
example Day 1 Personalize mass email Day 2
Call/voicemail Day 4 Call/voicemail Day 7
Personalize mass email
No
No
Keep an archive of lost oppor-tunities. This
allows re-selling to potential customers
The find duplicate button searches for similar
leads or contacts in Salesforce. If a lead turns
out to be a duplicate, easily merge the two
records.
Create a set of qualification questions, such as
current situation, product of interest,
timeframe, key decision makers If the lead is
qualified, convert it into a contact, with an
associated opportunity and account.
17
18
Key Business Processes management utilization

• Set production goals
• Measure against goals
• Monitor via dashboard
• Review the pipeline at monthly sales meetings
• Big deal notices
• if its not in Salesforce, it didnt happen

19
Manage. Share. Build. apply what weve learned

• Resistance
• Measuring
• Monitoring
• Results
• Carrot and the stick

20
Doug Turk Managing Principal
21
All About Aon
Aon Corporation is the leading global provider
of risk management services, insurance
and reinsurance brokerage, and human capital
consulting. Through its 36,000 professionals
worldwide, Aon readily delivers distinctive
client value via innovative and effective risk
management and workforce productivity solutions.

• INDUSTRY Financial Services
• EMPLOYEES 36,000
• GEOGRAPHY Global
• USERS 7500
• PRODUCT(S) USED Enterprise Edition

22
Our operating programs
We have developed three core operating programs
to focus and drive change across Aon these
programs define how we live our guiding principles
Revenue Engine five integrated programs to
drive sustained growth by delivering innovative
products and services and measurable client impact
Leadership Model a consistent, calibrated
leadership standard designed to guide talent
development and evaluate performance
Simplification a coordinated global effort to
streamline our organization and improve both
service levels and cost structure
23
The Revenue Engine
24
Salesforce CRM Deployment

• Where we have Salesforce CRM implemented

Complete
In Progress
Planned
Deferred

• Deployed to 82 countries
• Retired 30 legacy sales systems
• 7,000 sales marketing professionals in
  Brokerage, Consulting and Reinsurance Business
  Units
• Additional deployment to our Affinity Business
  Unit

25
Accomplishments

• Consistent Sales and Marketing Process
• Single Sales Marketing
• Platform
• Common Sales Marketing
• Language
• Common Sales and Marketing Metrics and Reports

26
Sales Funnel
Tracked in Opportunities
Tracked in Leads
Tracked in Accounts
27
Manage. Share. Build. apply what weve learned

• Strategic Sales and Marketing Foundation
• Quick Operation Integration
• Prepare for Change
• Reinforce the Positive
• Differentiate and Innovate

28
Session FeedbackLet us know how were doing and
enter to win an iPod nano!

• Please score the session from 5 to 1
  (5excellent,1needs improvement) in the
  following categories
• Overall rating of the session
• Quality of content
• Strength of presentation delivery
• Relevance of the session to your organization

Additionally, please fill in the name of each
speaker score them on overall delivery.
We strive to improve, thank you for filling out
our survey.
29
QUESTION ANSWER SESSION
Paul Volkman
Chief Information Officer
Jann McCully
Managing Director, Customer Tech
Doug Turk
Managing Principal