West Monroe Partners - CRM Practice

© 2014 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent prohibited

An Introduction to:West Monroe Partners and our Customer

Relationship Management Practice

Helping to Change the Road Ahead for Credit Unions and Banks

April 2014

© 2014 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent prohibited 2

We are a firm of business and technical experts working together with clients in industries

undergoing profound change

Established in 2002. Founded by a team from Arthur Andersen

Organization. We are more than 450 experienced consultants. We are 100% employee owned

Growth. We are growing 25% annually

Holistic Business Solutions. Rely on industry, functional and technical expertise to drive strategy, manage execution, and measure results

Seamlessly Serve Clients. Ability to serve the needs of Fortune 500 and remaining flexible to provide solutions to middle-market clients

West Monroe Partners – Profile

Introducing West Monroe Partners


Our distinctive combination of functional expertise, industry experience, and deep

business & technical know-how delivers sustained success.

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Introducing West Monroe Partners

Our CRM Practice is part of Customer Experience

Our CRM practice focuses in these industries, in partnership with our industry experts that lead them


Our team’s broad capabilities across all aspects of Customer Relationship Management with

depth in the financial services industry ensures success

The platform for

delivering a great

experience

WMP is well-positioned to provide a deep understanding of client’s business needs, an optimized CRM process, a unified platform, and thereby improve the client experience at every touch-point.

Strategy & AdvisoryDefine the vision, capabilities and governance to acquire and maintain customers, and set the roadmap for achieving those goals

Process Optimization

& ReportingEnable business process and extract data from CRM to drive decisions, behavior and best practices

Technology ImplementationSelect and implement the solution that best addresses the critical customer processes while fitting our clients’ budget and technology constraints

Application

Development & IntegrationBuild the links between CRM and critical applications or modify existing applications to meet core process needs

Platform Implementation

Focus

Salesforce.com

nCino (Loan Origination Platform

built on Salesforce.com)

Microsoft Dynamics CRM

Our CRM Practice – An Overview of our Capabilities

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Our CRM Practice – Approach

To ensure a high level of end user engagement and long term adoption, West Monroe takes a

business process-centric approach to technology implementation

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1. Solve for the business needs, not just technology needs2. Engage users early to give them a voice in the process3. Place customer needs (both internal and external) at the center of your processes4. Establish common processes to maximize benefits associated with enterprise wide system5. Challenge the status quo and leverage best practices6. Integrate consistent project management, change management and quality assurance processes

Critical Success Factors

Initiate the Implementation

Outline a plan for the engagement

Kick-Off the migration with all key stakeholders

Set expectations with stakeholders to ensure adequate support throughout the migration

Understand the Processes and Requirements

Understand unique business processes by facilitating “day in the life” sessions across divisions

Offer best practices based on functional and industry expertise

Understand short term and long term requirements

Implement and Test the New Solution

Build solution and prove out that the desired business needs have been met

Allow select stakeholders the ability to perform User Acceptance Testing prior to the release

Release the Solution to a Trained User Base

Train users leveraging a business process-centric approach outlining how this affects their day-to-day activities

Release the solution to an identified user base and ensure successful knowledge transfer


Why West Monroe for Safeco?

Customer Relationship Management Expertise

We are experts with Salesforce.com and Microsoft Dynamics CRM

We have experience working with other CRM technologies and understand the complexities of making large scale enterprise wide conversion and transformation

Area Presence

West Monroe has a focus on the Southeast, and is an employee-owned consulting firm

Industry focus and Breadth of Implementation Experience

West Monroe has the breadth of implementation experience inside and outside of banking and credit unions

1. That is, we have solved many of these same challenges for other Financial Services firms

2. And, where you have new challenges, we can draw on experiences from both inside and outside the Financial Services industry, partnering with our industry experts resident in our firm

Our relevant experience, local presence, industry focus, and customer focus make West Monroe a distinguished partner

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West Monroe is a trusted partner of our customers and we have delivered on mission critical initiatives for many banks and credit unions


CRM Design - Considerations

Factors to include when considering CRM rollout and enhancements

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Key Considerations

Is data in siloes today? Is there an effective strategy for providing access to common

data across channels?

Common Experience – How can members

have a common experience across

channels?

Significant variance of process (i.e. Opportunity management) can have a negative impact in CRM

adoption and effectiveness

Process – Are there consistent sets of processes across CRM use cases?

Does the application security model support the unique

roles that the teams need, and safeguard data and access at

the same time?

Security – Is there an elegant model that caters for all

User groups?

Different user groups have differing needs and priorities.

Does the existing support model satisfy the strategic and tactical

needs of all constituents?

Support – Are users getting the right application

support?


Case Studies

Enabled the vision of a member-centric sales and service organization for a mid-

market, national credit union.

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Workforce Solutions

Solution

Results

Challenge

United Federal Credit Union’s (UFCU) vision to create a member-centric organization driven by relevant member data, collaborative team-selling and timely member service were inhibited. While UFCU had much of this data and process engrained into their organization, a centralized hub of member referrals, loan and service sales pipeline, member servicing and sales reporting would need to be implemented to centralize these business processes and relevant member data.

UFCU partnered with West Monroe and nCino, a force.com based Loan Origination Platform provider, to centralize their member and prospect data. This engagement delivered:

Unified Member and Prospect Insight: By engaging both the Retail and Commercial sales teams concurrently, the sales data was available in one system providing insight into overlap between retail and commercial members as well as relevant opportunities and potential product cross-sales.

Sales Automation and Reporting: Enabled by the force.com platform, the Referral process by which sales leads were disseminated through the organization, were centralized and automated decreasing the time-to-contact for cross selling and new member acquisition.

Traceable Member Service: Call Center processes were enabled , centralized and automated through structured capture and assignment of Member Service Cases.

United Federal

Credit Union

A $2B, National Credit Union focused in both Consumer and Commercial Membership and Lending.

Enhanced Member Experience: Sales and Service teams, equipped with necessary sales and service data, can provide a more personalized, timely and informed service to members and prospects.

Continuous Improvement and Scalability: Vision for enhanced centralization and growth on a cloud-based platform enabled and managed through a custom-developed Development Lifecycle Management Tool.


Case Studies

Maximizing the existing SFDC platform investments by advising on SFDC and

banking industry best practices to create a “stickier” implementation

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Workforce Solutions

Solution

Results

Challenge

The client wanted to understand the current state of its Salesforce instance compared to industry standards and platform best practices, and identify any issues or gaps that need to be addressed prior to investing in building out and enhancing the functionality on the platform

West Monroe was engaged to assess the existing Salesforce.com platform usage, in addition to providing industry standards and platform best practices, helps set up the client for success on executing their strategic roadmap of future technology platform initiatives:

West Monroe performed an investigation into the existing Salesforce.com instance to identify gaps between the current state of the instance and industry standards and platform best practices.

West Monroe performed a validation of nCino functionality on the platform to identify any potential gaps in the existing functionality of the bank’s current instance of Salesforce.com and that of nCino.

West Monroe documented, presented, and discussed a set of “Worked Examples” with the core project team to walk through the process of applying the industry standards and platform best practices to a specific business need in order to develop an appropriate custom solution.

Regional Bank

A mid-sized regional bank that specializes in providing financial services to entrepreneurs and venture capitalists.

A list of industry standards and platform best practices to leverage in the future.

A much better understanding of the current state of its Salesforce CRM environment, including a list of functional and technical gaps and recommendations on how to close those gaps

A better understanding of the functionality tradeoffs and considerations if implementing the nCino Loan Origination system within their instance of Salesforce CRM.


Case Studies

In order to balance a unified view of client data with complex security needs, Mesirow

Financial required a multi-org Salesforce.com implementation strategy and roadmap

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Mesirow

Financial

Mesirow Financial, headquartered in Chicago, is an independent diversified financial services firm with offerings in investment management, global markets, insurance and financial consulting

Solution

Results

Challenge

The client had a vision of enhancing their client’s interactions and experience by of unifying disparate client data in the Salesforce.com (SFDC) platform. However, due to unique challenges of data security requiring multiple SFDC organizations, strict compliance guidelines, and a very strong desire to onboard multiple divisions very quickly, a well thought out data model, integration approach and roadmap was necessary for a successful implementation.

West Monroe was engaged to perform the following tasks to develop a phased roadmap:

Understand – Conducted interviews with the business units and their various divisions to understand the key business processes as well as to gather future state capabilities and needs

Define – Identified and logically grouped key functionality based on the desired vision of system consolidation and integration and key process enablement. Also a comprehensive security matrix was developed to identify compliance requirements and the resulting multi-org strategy.

Prioritize – Determined and prioritized list of short-term functional and technical capabilities for immediate release to the most critical needs across the divisions. Then designed a comprehensive roadmap to outline the action, resources and timeline necessary to reach their desired vision.

The client is implementing SFDC in alignment with their vision in an organized and prioritized manner utilizing an actionable, multi-year roadmap. With a list of prioritized projects, broken into waves and phases including a pilot allowing for a breadth-then-depth approach to provide core CRM functionality first and roll-out additional functionality over time, the client has been positioned for a successful, fully integrated, multi-org deployment.


Questions & Contact UsFor additional information or to discuss any questions please contact:

Darren SmithBusiness Developer

Raleigh, NCO: 919.867.6401 M: 919.608.0871 [email protected]

Jeff FinkenDirector

Raleigh, NCO: 919.867.6403 M: 206.714.5210 [email protected]


Sample Projects List – Additional Recent CRM Projects (1 of 2)

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Client Industry Relevance

Engagement Activities

Investment Management Firm

SFDC Implementation & Integration

Capital Markets Developed a customized CRM solution to replace the existing CRM system, including the configuration of custom workflows and development of custom triggers to provide automate referential data and client onboarding processes throughout the system.

Utilize a custom integration to integrate Salesforce.com with their existing portfolio management system and capture key customer actions.

Wealth Management Firm

SFDC Implementation

Capital Markets Developed a customer CRM solution to replace the existing CRM system, including the development of custom triggers to maintain and standardize data across household relationships.

Developed a custom solution to archive all inbound and outbound client emails, and associate the emails to all relevant parties.

Utilized Case Management functionality to support internal requests between departments, including financial research required of the Asset Management team for Wealth Managers.

Investment Advisory Firm

SFDC Re-implementation

Capital Markets Built a custom investment management solution within the existing SFDC corporate instance, allowing for independent investment management teams to use the same instance of SFDC without having access to any other team data.

Developed a repeatable initial data migration process to load client data when a new independent investment management team is on-boarded into the organization.

Mid-Market PrivateEquity

SFDC Implementation & Integration

Private Equity Developed a customized solution to track and manage their Fundraising and Investor Relations processes, including opportunity management, tracking and calculating the fund hierarchy structure for Investors, and creating PPM documentation directly out of SFDC.

Created custom data replication process to extract data from SFDC to a local database, and created custom Investor Summary reports to pull all client data from into a single report –reducing effort from 3 weeks to a single click.

Developed a custom integration solution to pull fund investor information on nightly basis.

Appendix – Sample Project Lists


Sample Projects List – Additional Recent CRM Projects (2 of 2)

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Client Industry Relevance

Engagement Activities

Regional West Coast Bank

SFDC Implementation

Banking Analyzed current business processes to assess future CRM needs

Designed and implemented a CRM solution as well as completed a one-way core banking system integration which enabled a complete view of their Wealth Management relationship’s investment management accounts

Regional Midwest Bank

SFDC Implementation

Banking Analyzed business processes and identified future functional integration requirements

Built integration to core banking platform to support Commercial and Wealth Management business lines

Trained and deployed system to over 200 users

Regional East Coast Bank

SFDC Platform Assessment

Banking Assessed current CRM platform through benchmark analysis of industry standards and best practices

Identified issues and/or gaps with the current platform and validated the use of the current core banking system with the CRM platform

Provided list of recommended initiatives to enhance the platform and best practices to educate the client.

Industry Leading Futures Trading Firm:

SFDC Implementation

Capital Markets Designed and implemented a highly customized CRM system that replaced the functionality of the legacy system and added advanced marketing and management reporting capabilities

Migrated existing data to the new CRM system to provide a composite view of the entire client lifecycle and created a single portal for Single portal for broker teams to manage client relations

Integrated Salesforce.com to several internal legacy systems

Automated the Lead distribution process to manage the assignment of new inbound leads.

Appendix – Sample Project Lists

West Monroe Partners - CRM Practice

Business

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