Neuroimaging Studies of Cognitive Development: Insights from Reading Research
Add Cognitive Insights to transform your CRM into an ...RESOLUTION AUTOMATION CRM Insights...
Transcript of Add Cognitive Insights to transform your CRM into an ...RESOLUTION AUTOMATION CRM Insights...
Do more with SalesforceAdd Cognitive Insights to transform your CRM
into an intelligent System
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Table of Content
06 Squirro – Cognitive Insights
10 Squirro & Salesforce
15 Multi-Org Search
21 Technology
25 Success Stories
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Leverage SalesforceExecutive Summary
Squirro is a Cognitive Insights Engine delivering AI-driven actionable insights:
CRM Insights
Opportunity Sourcing – topline impact
Cognitive Search
Combine enterprise data with SFDC’s cloud setup
Multi-Org Search
Single view across Salesforce instances
Service Insights
Resolution Automation – cost reduction
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01Squirro – Cognitive Insights
Platform
• Squirro is a Cognitive Insights Engine
• Squirro delivers AI-driven actionable insights
Companies trusting Squirro
Solutions
CRM Insights 360° view, Cognitive Search & Lead Generation
ITSM & Customer Support InsightsAnalytics, Self Service & Support Assistant
Investors
Company
• A Swiss company present in USA, Europe & Asia
• USP: AI-driven unstructured data and trend detection
Meet SquirroThe first Enterprise Insights Solution
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Solutions4 Solutions for radically simplified Access to Insights
Get a single unified view across all of your Salesforce instances,
in-context, real-time.
Cross-Org search, reporting & analytics
Get automated root cause analysis, service ticket assignment
& auto-resolutions.
+ 50% tickets with same staff
Get an intimate understanding of markets and customers embedded in Salesforce.
Double digit revenue growth
Get real-time concept based insights detection to be applied to
any data set in any industry.
Do-it-Yourself Insights App
Multi-Org Search360° AT A GLANCE
Service InsightsRESOLUTION AUTOMATION
CRM InsightsOPPORTUNITY SOURCING
Cognitive SearchINSIGHTS DISCOVERY
Customer SuccessDo more with your Enterprise Data
Multi-Org Search
Banking on a complete client view to drive opportunities.
Empowering 12,000 Relationship Managers
Service Insights
Transform a cost center into a growth driver.
-30% time to resolution
CRM Insights
Turning data into a competitive advantage.
+32% return on data
Cognitive Search
Timely renewal data and identification of upsell
opportunities.
Cognitive Insights App
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02Squirro & Salesforce
Driving Customer Success
DifferentiateHelp customers succeed in the Insights Economy
GrowExpand SFDC coverage by improving business operations
Squirro adds to Salesforce
Next best action recommendations • AI-driven approach tapping into any
company data source• Focus on non-SFDC data –
complementary to Einstein
Connecting the dots• Combine On-Premise data sets with
SFDC’s cloud setup• Cut cloud compliance issues –
Create a system of Insight
ValueInsights Driven Digitalization
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Expand
• Add: Cognitive Insights• Grow: Better SFDC usage and
coverage (ex. Investec)• Improve: Business operations
Single customer engagement view
Land
• Combine: Cloud & On-Premise data• Differentiate: Tap into any company
data source• Remove: Circumvent cloud
compliance obstacles
ApproachMake Salesforce the System of Insights
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In ContextBi-directional integration
Any dataStructured and unstructured data
Concept SearchAutomated cognitive pattern recognition
360º viewFull insights driven view
Event correlationEnrich, relate & correlate any data set
Catalyst detection Identify unknown events
Visualization Easy dashboard configuration
Trend detectionPredictive Insights (7, 8 not shown)
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On Prem
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03Multi-Org Search
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Siloed to ConnectedAn elegant solution for Multi-Instance Salesforce Setups
Problem
• Growth and M&A has lead to multiple separate instances (Multi-Org)
• No way to link or relate data• No holistic view or collaboration
Solution
• Squirro links data from multiple Orgs & functions
• 360º view: accounts, opportunities, etc.
• Power search capabilities across data
Business ValueActionable Customer Insights across multiple Orgs
• Single customer engagement view• Search across all Orgs• Cross-Org reporting & analytics• Cross-Org Chatter
• Better customer insights• Eliminate lengthy knowledge
gathering• Increase ROI by leveraging all the
data
Sales - Sales Orgs
• Connect multiple Sales instances• Get a 360º view across multiple
lines of business
Sales - Service Orgs
• Connect Sales and Service instances
• Deliver a unified engagement view on the customer engagement
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Sales - Sales ORGsDeliver a Customer 360º View
• Connect two or multiple Sales instances• Get a 360º view across multiple lines of business
Features
• Unified related object view• Interactive Dashboards
• In-Context display of Customers (Leads, Accounts, Contacts, Opportunities)• Multi-Cloud Chatter Integration
• Power Search including• Type Ahead Search• Topic & Facet Search
• Connect Sales and Service instances• Deliver a unified engagement view on the customer engagement
Features
• Unified related object view• Interactive Dashboards
• In-Context display of Customers (Leads, Accounts, Contacts, Service Incidents)
• Multi-Cloud Chatter Integration • Power Search including
• Type Ahead Search• Topic & Facet Search
Sales - Service ORGsGet a full Customer Engagement View
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04Technology
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Connecting the DotsAI-driven unstructured Data Analytics
Search4th generation search
PredictiveAnomaly & trend
detection
CognitiveApplied pragmatic AI
VisualizationData accessible
for anyone
AnalyticsExtract relevant insights
Digital AssistantActionable
recommendations
Squirro TrinityA pragmatic AI platform to empower the citizen data scientists
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05Success Stories
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Total Client ExposureCustomer Insights
>10’000 Client relationship executives are using the system
undisclosedSignificant net new revenue contribution because of better client retention and opportunity conversion
<3 monthsFor full implementation on site including connecting the different enterprise systems
Solution
Squirro provides a unified view on the client exposure toward the bank with data coming from 19+ CRMs plus a number of other enterprise systems.
Any user has directly integrated in their CRM, an efficient AI-driven search with full type ahead. The solution surfaces added dimensions for opportunity discovery, interaction patterns and line of business exposure.
Goal
Post M&A activity the bank struggled to provide to its client relationship managers a comprehensive view on the full exposure the bank has with the client. The goal was to provide a comprehensive view of all activities.
12,000 relationship managers, 19 CRMS, 20 lines of business. One unified client view thanks to Squirro Cognitive Search.
Web:
squirro.com/cognitive-search
Turning Data into a Competitive Advantage Customer Insights
>200 Client Group Leads, Research analysts and Asset Managers benefit from using Squirro
32%Return on data by providing an embedded client intelligence view in real-time
<12 weeksTo deliver first fully functioning solution integrated into the customer’s CRM system
Solution
Squirro aggregates data from premium and public data providers.
Leveraging Squirro’s Cognitive Insights technology a client relationship manager gets the most relevant information on fund managers, personnel and mandate changes.
The solution is integrated in the existing CRM, thus reducing cost and ramp up time.
Goal
Developing an intimate knowledge of markets and customers. Enabling a client relationship manager to access critical business insights on topics such as ‘Fund Coverage’, ‘Personnel Changes’, ‘Investment Strategies’.
“Our teams most relevant information comes to them in the form of Squirro Insights - it‘s right there in Salesforce where they need it. That‘s game-changing.”
Lisa Cohen, Investec Asset Management
Web:
info.squirro.com/investec
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Transform a Cost Center into a Growth DriverCustomer Insights
>80 Contact center agents deal with >30’000 emails a week, recognizing common patterns and trends
+30%Contact high risk customers to reduce churn with targeted issues, e.g. late filing fines
<8 weeksSelf service setup of churn analytics to bring new insights to existing analytics environment
Solution
Squirro provides an enhanced single 360° customer view for every helpdesk agent. With advanced contextual data analytics, agents can focus on customer service.
Additionally the solution provides comprehensive customer churn analytics and prevention directly integrated in the helpdesk workplace.
Goal
Brookson primarily serves small owner-run businesses. To provide the service efficiently, the company’s service desks needs to deal with 30’000 emails/week.
The main objective was to increase quality of the customer service and identify unmet demand.
“This is a great example of an SME getting very high value, quickly, from an investment in cutting-edge BI Technology.”
Brian Millrine, Strategy Director at Brookson
Web:
info.squirro.com/brookson
Data-Driven proactive Portfolio Recommendations Customer Insights
The daily 3 Each client advisor receives three specific recommendations: Which clients to touch, which events to discuss, which solutions to propose
8% net new revenueMain driver: Better client retention and better opportunity convertion
<3 monthsFor full implementation on site including connecting the different research sources
Solution
The main challenge: Client and market data are in different internal and external data silos and the data is mainly unstructured.
Squirro identifies market triggers in the research. These events are mapped to portfolios and client advisors. The client advisor receives in the morning automated smart recommendations: Which clients to touch about what market events, and which investment solutions to propose.
Goal
The customer is an American multinational investment banking and financial company. Their goal was to make a better use of internal and external market research to drive client recommendations.
Make the Investment Dashboard relevant for it to be next to coffee and checking email - the first activity of any client advisor in the morning.
Web:
squirro.com/customer-insights
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Thank you!
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