Fullforce: Cloud Sherpas Introduces
the ProducerDirect Playbook
Presenters
Emily Beezley,
Sr. Director Financial Services Alliances, salesforce.com
Dave Cheung,
Architect-Insurance Sector , Cloud Sherpas
Toan Huynh,
Vp-Insurance Sector , Cloud Sherpas
Agenda
1.
2.
3.
4.
5.
6.
Fullforce Overview
Cloud Sherpas Overview
Investment Management Overview
Play Book: Investment Management Solution
Demo
Cloud Sherpas Engagement
Salesforce Fullforce Program Summary
• What is the Salesforce Fullforce Program?
– Part of Cloud Alliance Program; Silver and above partners are eligible to apply
– Recognize partners who achieve higher levels of sales and delivery criteria
with validated implementation expertise and success
▪ Fullforce Master
− Cloud expertise: Sales, Service & Platform
− Industry expertise: Financial Services, Healthcare,
Retail, Telco/Media
▪ Certified Fullforce Solution
− Preconfigured, repeatable
Industry Solutions
Fullforce FY15 - Drive Pipeline w/Solutions
•
•
•
•
•
Launch 12 Industry Solutions
Executive Sponsorship
AE Sales Toolkits- Demos, Collateral, Solution Decks, FAQ, Etc
Execute 20 Client Facing Events
Support Alignment in Additional 10 Industry Shows
Salesforce.com
Executive Sponsorships & Perspectives on the Industry
David Rudnitsky
EVP Enterprise Sales, salesforce.com
Rohit Mahna
Sr. Director Financial Services IBU, salesforce.com
Areas Of Insurance We Will Discuss Today
Producer Management means
Agency, Broker, and AdvisorManagement
Insurers depend on captive and non-captive agents to sell life and P&C insurance to
customers. Also known as brokers, the majority of any given book of business for an
insurer will come from agents and retail locations.
Game Changers That Will Redefine Insurance
Insurers are looking to innovate more than ever
• Regulations have changed and insurers have competition from other non-traditional
channels (banks etc.)
• World ages, insurance has become a key part of financial planning
• Customers expect a better experience
Technology has become mission critical
• To drive customer engagement and customer centricity across the channels
• Millennial customers are using social media and technology research and buy insurance
• Agents are using technology and social media to sell insurance
New Entrants to Insurance
• Disrupt a structure that has existed unchanged for decades
• Government, banks, and new technology firms are creating alternatives for insurance
Insurers need to embrace technology to attract and enable the best and brightest agents to join their sales force.
The Producer Model Today for Insurers
•
Post the financial crisis in 2008, there has been a revival of insurance
products as safe financial vehicles.
•
Agent sales for insurers continue to be where the bulk of the revenue for
insurers are coming from.
•
Insurers are hiring more and more agents and investing in the producer
ecosystem but there is a shift in that paradigm:
•
New agents are looking for more sophisticated insurers who provide
training and support for them.
•
Agents on average are now more educated, have a wider network, and
are more tech savvy.
•
Due to aging population and changes in federal regulation, agents will
need be armed to sell everything – not just Life Insurance.
Source: Kasina, Aligning Distribution
The “New Agent” recruited will sell to the “New Customer” you
want to attract
.
They’re very ‘social’
•
18-49 year olds the heaviest users of Social Media (average
of 67% log into Facebook every day) – Pew Research Centre.
•
They connect with the future customers where they are
They shop and research for financial products on line
•
90% of Gen Y already shop online (Cisco Connected World
Technology Report – 2012)
•
95% of all Social orders originate from facebook (+129%
since 2009) - Shopify
Workplace loyalty goes to the employer that invests in their
success
•
Training, technology, and mentorship are key decisions
•
Provide them qualified leads and tools to sell
10
The Challenge Today
•
How do you know you are reaching the right agents
today? What do you do about the ones you are not
touching?
•
Are you recruiting, managing, and mentoring your age
force effectively?
•
How do you handle agent turnover and loss book of
business?
•
How do you attract and get to the new millenial
customers while shoring up your face2face sales teams
during these times?
•
How do you get access to your policyholders, even if
sold through agents?
450,000
# of advisors/agents in US*
2,500
Agents work for you
1,200
Producers
generate
majority
of profits
*US Dept. of Labor Statistics
**Average Agents for a nation-wide carrier
Source: Kasina, Aligning Distribution
Cloud Sherpas
Insurance ProducerDirect Playbook
Toan Huynh
VP- Insurance Sector Leader, Cloud Sherpas
BOUTIQUE IN NAME. GLOBAL IN REACH
WHO WE ARE
Cloud Sherpas Quick Stats:
● Global leader in Salesforce
● 500+ Salesforce
certifications
● Platinum Alliance Partner
● 9.5 Customer Satisfaction
Rating
● Average of 8 years
experience per consultant
● Dedicated practices for
Service Cloud, mobility,
business, industry sectors
● Agile approach with
blended-shore delivery
centers
THE BIGGEST FINANCIAL BRANDS RELY ON CLOUD SHERPAS
FOR INTERNAL USE ONLY
Insurance
Insurance ProducerDirect
Agents, Brokers, Advisors/Retail
Overview
How do you define the “ProducerDirect” channel?
Broadly defined, we look at this sector as what some
would call “third party or intermediary sales” in insurance.
These will take the form of agents (captive, non-captive),
brokers, advisors, agents, and agencies (retail locations).
Where do we focus?
Companies that underwrite insurance policies
that are sold to agents and advisors and
depend them to recommend products to their
consumers.
Clients would be insurance carriers offering products in:
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Life
Propery & Casualty
Auto & Home
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Non-Life
Non-medical health
Conceptual Diagram
INDUSTRY PERSPECTIVE
Key Firm Success Criteria
● Track agent success and sales
● Track cradle to grave sales process for
Agent/Broker
● Visibility into pipeline and sales activities from
Broker/Agent
● Ability to rank and better service high
producers
Challenges
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Direct access to end customer
Advisor/Producer mindshare/outreach
Wholesaler Brand vs. Company Brand
“Selling time” vs. “Admin time”
IT Resourcing Limitations
Supporting a Mobile Workforce
Access to Personalized Information
WHAT THIS MEANS TO A CLIENT:
Before - Challenges:
After - Results:
Disconnected systems, multiple entry points, personal
documents
Single entry point, consistent UX, consolidated data, better
reporting and searching
Lack of visibility into prospect data resulting in wasted time
Better analytics and data for targeting and predicting
Missing workflows required extensive time searching for the
correct information
Proactive workflow and notifications cut down on search time
Manual data entry and administration took significant amounts
of time
Automated processes allowed for more time selling
Inability to access data while on the road
Mobile apps provide “anytime, anywhere” access
Unscalable one-to-one support model
Team collaboration and support for deals and service
In ability to interact with policy holders directly
Direct access and engagement with policyholders
Disconnected sales (distribution), marketing, service (transfer
agency)
Collaboration features encourages visibility to all client
touchpoints regardless of channel
ProducerDirect
Play Book
CLOUD SHERPAS PRODUCERDIRECT PLAYBOOK
Leveraging industry-specific assets and
experience, Cloud Sherpas sets the
foundation for a business benefit-driven
approach to cloud technology – reducing
time to deployment with a rich functionality
set, in a predictable and measurable way.
FOR BUSINESS
FOR OPERATIONS
FOR IT
**WHAT DOES THE PLAYBOOK INCLUDE?
INVESTMENT MANAGEMENT PLAYBOOK
USER STORIES
EXCELLENCE FRAMEWORK
CUSTOMIZED ORG
Investment Management
Lifecycle Framework
REFERENCE ARCHITECTURE + ISVs
SOCIAL & BUSINESS USE CASES
SOCIAL BUSINESS USE CASES
Product
Collaboration
Sales
Collaboration
MOBILITY FRAMEWORK
External Wholesaler App
***SOLUTION BREAKDOWN
Firm/Branch Management
Wholesaler Effectiveness
Advisor/Rep Management
Marketing Automation
Sales Data Reporting
Technology/External Data
***HOW DOES THE PLAYBOOK HELP YOU?
The Salesperson
Marktg
Removes typical
impediments/obstacles
Provides a clear roadmap
thereby expediting time from
exploration to buying
Minimize technical questions
and maximize business
benefit discovery
Shifts discussion from
“concerns” to “what’s
possible?”
Helps the customer feel
confident for success
DEMO
User Interface Templates - ProducerDirect
Lead and Account Mgmt
● Lead Conversion
● Person Accounts
Households
● Relationship Group
● Key Relations
Policy Management
● Policy Tracking
Mobile Agent Desktop
External App
Helps “manage my day”
●
Calendar of meetings,
calls for the day
●
Triggers/views of
important transactions
(big tickets, new blood)
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Real-time 360-degree
view of a leads / policies,
etc.
iPad Demo
Cloud Sherpas Engagement
**Engage Cloud Sherpas
What to listen for:
How to support a
mobile workforce
Difficult to
Forecast
Better ways to track report
activities of sales of
producers
No access to customers or
policyholders
Better targeting of
prospects
When to Engage:
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Early and often
When you need to
accelerate a deal
If a deal is slipping
As a means to open up
green space
Customer
Centricity
Inconsistent
servicing
Difficult to collaborate (in
the field)
Providing appropriate
materials
Recommending the
right products
Why to Engage:
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Faster deal close
Better differentiation
Proven precedence in the
market
Compliance precedence
Access to product info and
product managers
How to Engage:
●
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Work with your current
Cloud Sherpas sales
director or VP
Visit:
on.cloudsherpas.com/
investment-management
CLOUD SHERPAS PROMOTION PLANNING – TO BE
ADDED
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Prospect/ Client Webinar
Taking place June 5 at 11:30 ET
Click Here to Register for the Webinar
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Press Release on the Wire
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Planned release on May 13
Thought Leadership
○
○
Cloudsherpas Blogs
Techtarget.com feature
Executive Events
○
New York City and London coming
soon
Salesforce1 World Tour - London
○
○
Featured promotion for Cloud Sherpas for
the event
Corresponding event at FEDE
Contact us:
ProducerDirect@cloudsherpas.com
http://on.cloudsherpas.com/insuranceproducer-solution
Q&A
Contact us: ProducerDirect@cloudsherpas.com
http://on.cloudsherpas.com/insurance-producer-solution/