《Salesforce:2023引领银行业成功转型的五大要素白皮书(英文版)(28页).pdf》由会员分享,可在线阅读,更多相关《Salesforce:2023引领银行业成功转型的五大要素白皮书(英文版)(28页).pdf(28页珍藏版)》请在三个皮匠报告上搜索。
1、5 Elements to Leading Successful Transformation in BankingSEPTEMBER 2023Contents03 Introduction03 What is the key to implementing effective change?07 The Salesforce Way:5 elements to successful transformation09 Trusted relationships 11 Alignment 14 Human centricity 16 Platform mindset18 Continuous i
2、nnovation20 The Salesforce Way in action25 Conclusion5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGIntroductionTurning real-world success into repeatable best practicesThe banking sector is facing significant challenges,but they are challenges that can also drive positive and effective c
3、hange.Smart use of existing technologies can help banks build resilience and operate at a lower cost while forging lasting customer relationships and accelerating innovation.“Salesforce provides a central platform that banks can build on to find new and creative ways to generate revenue in turbulent
4、 times,”explains Paul Mais,Transformation Partner,Fins International at Salesforce.“Research shows that on average,Salesforce reduces IT costs by 25%and improves staff productivity by 26%.”Salesforce Professional Services has worked closely with customers to guide them through their transformations.
5、These real-world experiences and successes have helped us shape best practices that we call The Salesforce Way.We spoke to financial experts at Salesforce and leading banks across EMEA,AMER,and APAC to find out more about the challenges they face,and how The Salesforce Way helps to address them.Read
6、 on to learn more.What is the key to implementing effective change?When we speak to banking leaders,the same points come up again and again.They know they need to be more human-centric,but they cant keep up with changing expectations.Theyre sitting on a goldmine of data,but they dont know how to use
7、 it to get to know their customers.They understand that their teams are their greatest assets,but they dont know how to harness the power of automation to make life easier for them while remaining compliant.Then theres the transformation itself.How do you work out where to start,and how to get your
8、team on board?Well share practical advice on alignment as part of The Salesforce Way,but first,lets take a closer look at the three most common areas that banking leaders are looking to transform:3|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING4|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORM
9、ATION IN BANKING1.Becoming more human-centricIn our 2022 Future of Financial Services report,we revealed that customers and experts think banks fall short of meeting their expectations in four areas:Anticipating needs Prioritizing financial wellness Centralizing customer data Enabling customers to c
10、ontrol their dataBeing able to show customers that you understand and care about them should be your top priority especially in times of uncertainty.“Traditional banks used to be king,but not anymore.One thing that FinTechs do really well is put the customer first,”said Stacey Cornell,Vice President
11、 of Delivery Services,Business Strategy Division at Salesforce.“Customers expect a modern,consumer-like experience across all channels.”Youll learn more about building trusted relationships and human centricity when we explore The Salesforce Way.To achieve this,banks need to build trust with custome
12、rs at every opportunity.That means connecting touchpoints and empowering staff with full visibility of the customer and more time to spend having great conversations.5|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGHowever,designing and implementing a global data model isnt straightforwar
13、d.Data needs to comply with regional and national information security regulations Sensitive data often needs to be masked or protected Customers want more control over their data Many companies dont have a central data lakeWell show you how to address this and tap into that goldmine of data with Cu
14、stomer 360.2.Getting to know your customersBanks generate a huge amount of data from many sources.That includes financial data,transactions,account details,communications,and information on internal processes.Data is critical for increasing revenue growth through cross-selling,driving operational ex
15、cellence,knowing your customers,monitoring trends and behavior,preventing fraud,and optimizing processes.Its also a valuable resource to create personalized customer experiences,identify opportunities to make life easier for your team,and use real insights to innovate faster.Managing and harnessing
16、the power of data can be difficult when it is siloed.Centralizing it is the first step to understanding who your customers are and putting them at the heart of your business.Take the simple customer record for example.Large banks with multiple divisions can have duplicate records for the same custom
17、er without realizing it.B2B institutions can take months to gather data for Know Your Customer(KYC)requirements,by which time the customer may have lost patience and turned to a competitor.“Making KYC as painless as possible can be as simple as asking customers for information once and having a shar
18、ed view of data within the business,”said the Global Head of Client Lifecycle Management at a leading EMEA bank.“With the right data model in place,we can acquire up to 90%of B2B customer records using publicly available information.That gives us a head start on completing KYC and building stronger
19、relationships with customers.”B2B customerrecords acquired using publicly available information90%6|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING3.Harnessing the power of automation Automation drives efficiency and frees your team up for more valuable activities,but many banks dont know
20、 where to start.The trick is to identify your teams biggest pain points and automate them.Think of tasks that are time-consuming,repetitive,or prone to human error.“Start small to win hearts and minds.It will feel like you have a never-ending list of tasks to automate,so pick a couple and really go
21、for it.When people start to see the impact that automation has on the bottom line,theyll be more open to it,”said Cornell.Measuring the impact of automation is also important.Define the KPIs you want to improve and track them closely.Cornell recommends focusing on areas that will generate revenue wh
22、ile reducing internal costs and risks.“Digital transformations fail when people get stuck in analysis paralysis.Its far more effective to jump in,monitor your success,and make small changes as you go,”she added.Once you get started with automation,youll soon be on the path to continuous innovation.A
23、utomation is a great way to make your team more efficient.Taking a platform mindset and centralizing teams and processes on one connected solution is another.And thats just one step on the exciting journey to come.7|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGThroughout our joint ventu
24、re with Salesforce,we learned a lot from each other by carefully aligning our teams.Its been a game changer and is driving real excitement in the business.Head of Transformation Strategy for a leading EMEA bankThe Salesforce WayOvercoming challenges The Salesforce Way Partnering with Salesforce Prof
25、essional Services will help you reach your business goals faster and unlock more value from Salesforce.It will also save both time and money.We have combined the tools,skills,and best practices from across our customer success ecosystem to help banks transform their businesses for todays digital wor
26、ld.This goes beyond the use of technology and uses proven ways of thinking and working to help accelerate speed to value and get long-term success with Salesforce.We call these best practices The Salesforce Way,and its made up of five elements:Trusted relationships Alignment Human centricity Platfor
27、m mindset Continuous innovation8|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGAt Salesforce,we partner with some of the most ambitious and innovative companies in the world and through these collaborations we have gained a thorough understanding of both what it takes to differentiate in
28、 and across market segments and crucially,how you go about doing it.With our methodology,we can help banks achieve their goals and empower them with in-house skills to remain relevant as the pace of change continuously accelerates.Kenn van Hauen,VP,Head of Client Partners,SalesforcePutting The Sales
29、force Way into practice Trusted relationships show customers you know them by being proactive and personalizing services Alignment get stakeholders involved early on in your transformation and take them with you Human centricity think about how every decision impacts the customer and your employees
30、experience Platform mindset centralize on one platform to eliminate technical debt and reduce complexity Continuous innovation adopt a framework that supports continuous innovation and monitor the impact of changes9|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING#1 Trusted relationshipsTr
31、ust is our number one value at Salesforce.It is our privilege to be the conduit between banks and their customers.We believe in open communication,transparency,and building value for our customers.People want to feel respected,heard,and treated as an individual.It is your responsibility to understan
32、d your staff and customers and their challenges,priorities,and goals.Only then can you deliver personalized services to your customers that will make them feel valued and understood.So,how do you build trusted relationships?Lets break it down.Trusted leadershipGreat leaders take an interest in their
33、 employees and invest in their wellbeing.Your customer-facing staff are the most important part of your company.They represent your bank and influence what customers feel about you.If you can inspire trust and make your staff feel respected,they will be more confident when they interact with custome
34、rs.“Trust is empowering.If a customer has a complaint,they will have a better experience with a service representative who knows their manager trusts them to make their own decisions,”said Mais.“When banks impose strict policies and processes on the contact center,it can reduce first-time resolution
35、 rates,cause support requests to escalate,and even risk losing the customer.”“Engage with people in a mindful way and let their voices shape your transformation.This will help to get buy-in so you can take people with you on your journey,”said Kenn van Hauen,VP,Head of Client Partners at Salesforce.
36、“Conduct regular surveys and listen across all channels to find out how your brand is perceived in the real world,and then act on what you learn.”Trusted relationshipsKYC and onboarding are the first points of contact with new customers.Salesforce empowers our sales team to have a great relationship
37、 with customers from day one,which means we can have more honest conversations later.Director of a leading APAC bank10|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGStrong customer relationshipsCustomers are more likely to trust companies when they feel like employees know them and under
38、stand their needs.Building trust starts with getting 360-degree visibility of a customer and their circumstances to drive personalization,more relevant conversations,and seamless interactions,even if different departments or teams are involved.Unlocking Customer 360People are happier to share inform
39、ation with companies who can demonstrate that it is secure to do so,but data silos are a common problem for banks.The older the bank,the more likely it is to be tied up in legacy technology.Data can end up being distributed across tens or even hundreds of systems.These environments are often custom-
40、built and difficult to integrate.“People get nervous about making changes to legacy systems.It can be costly,time intensive,and high risk,but technology has come a long way.Banks can now more easily create a Customer Data Platform(CDP)layer without changing their underlying systems to leverage the c
41、omposite insights inherent in these.This way,customer context across these systems can be orchestrated near real time and surfaced directly into the customer engagement in ways that were unimaginable just a few years ago,”explained van Hauen.Embedding trust into your culture can be transformative,es
42、pecially when it comes to the next element,alignment.degree visibility36011|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING#2 alignmentAlignment is the who,what,why,and how of digital transformation.Establish a north star vision to guide your transformation and make sure everyone knows wh
43、at your goal is,why processes need to change,how you intend to get there,and what their role is.At Salesforce,we use a process called V2MOM to create alignment within our business.The beauty of this method is that it works for every phase of the life cycle.Start with a beginners mind a concept that
44、comes from Zen Buddhism and means looking at the world with fresh eyes.Create your V2MOM AlignmentVision:think about the challenge or opportunity ahead of you.If youre stuck,go big what would you like your organization to be famous for?Work backwards and think about how to get there.Obstacles:what i
45、s stopping you from being successful?Work together to share ideas,think about which challenges are most likely to occur,and how you can stop them.Obstacles could be a lack of resources,budget,difficulty getting approval,or competition,for example.Values:make a list of the things that are important t
46、o you and rank them in order of what matters most.This forces you to choose between competing priorities.Involve your team in discussions.Measures:this isnt the time for subjectivity.Bring in data and metrics to get an accurate picture of success.Define your KPIs and accountability for reporting on
47、them.Methods:list three to five deliverables that will help you achieve your vision,and assign a project leader to each one.These will become the actions and steps you need to take.Rank them in order of priority.12|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGV2MOM is a great way to mak
48、e sure everyone has a say in your transformation.It encourages healthy debate,gives quieter people a chance to speak up,and provides greater transparency.When your framework is approved,publish it so everyone can refer to it.If you dont empower people to share an opinion,you might not get the outcom
49、e you expect.We have built a best-in-class team around Salesforce because of our culture of sharing.There is no hierarchy here.Vice President at a leading AMER bankDont ask people for their opinion retrospectively,involve them from the start.Head of Transformation Strategy at a leading EMEA bank13|5
50、 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGBringing people with you and engaging them in the implementation of your vision is one of the most powerful ways to build trust and ensure success.People are naturally averse to change,especially if they dont understand the bigger picture of w
51、hat you are trying to achieve,or dont feel like they have a say in what is happening.Involving stakeholders early in a transformation means everyone will be on the same page and feel heard.Winning hearts and mindsBusinesses are usually good at setting a vision and coming up with solutions.What V2MOM
52、 added was all the stuff in the middle,like the guiding principles of how we execute.Director of a leading APAC bankEstablish a Center of ExcellenceWhen you know who to involve,you can sit down and agree on ways of working.Bringing together a diverse range of viewpoints is a wonderful way of fosteri
53、ng new ideas,but to be productive and avoid friction,you need structure.Define your methodology,tools,timelines,and who is responsible for making decisions.Banks can be slow to innovate,and that is partly because there are so many layers of governance to go through to make a decision.Simplifying you
54、r architecture by centralizing with a connected platform is a great way to move towards leaner governance.Establish a Center of Excellence to review new capabilities,govern changes,and standardize how you run your transformation and platform.The Center of Excellence will act as a trusted gatekeeper
55、to make sure that one team doesnt approve changes that have an unforeseen impact on another.Alignment is about bringing people and processes together,but human centricity is vital.Read on to find out more about the role of human centricity in digital transformation.14|5 ELEMENTS TO LEADING SUCCESSFU
56、L TRANSFORMATION IN BANKING Human centricity#3 human centricityIn the current landscape,the guiding principle for banks comes down to one question:Does this make life better for my customers?Human centricity means thinking about every step in your digital transformation in terms of what it means for
57、 your staff or customers.Rather than thinking about touchpoints on the customer journey,think about where you can create moments that matter.Modernizing the customer experienceThe way customers interact with their bank has changed in recent years.Many turned to digital services for the first time du
58、ring the pandemic,and while it was transformative for some,others have returned to transacting in person.Today,customers expect a hybrid experience.They want to be able to walk into a branch and access the same services they could find online or via their banking app and the other way around.Unfortu
59、nately,a lot of banks arent there yet.In our report on the Future of Financial Services,customers gave organizations a middling C grade for digital offerings.One company thats getting it right explains how:“During the pandemic we introduced simple digital functions like remote signing and customer o
60、nboarding.“We maintained a human touch by offering remote video assistance so they could still interact with a real person,”said the Vice President of this leading AMER bank.“Now,were taking a more hybrid approach and designing experiences that work both face-to-face and remotely.”Customers also exp
61、ect a seamless experience when they interact with their bank.That means whichever channel they use,they want a fast response from someone who knows who they are and has details of their interactions.Both data and automation play a role here.By harnessing customer data,you can personalize the custome
62、r journey,anticipate their needs,and be more proactive.Automating manual back-end processes will free your team to focus on spending more time serving your customers.When customers feel their bank is taking a genuine interest in supporting them through difficult times or improving their financial we
63、llness,they are more likely to become loyal customers.There is an opportunity here for banks to offer more than just a transactional relationship.15|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGUnderstanding the human perspectiveTraditionally,banks took a business-or technology-first ap
64、proach when designing new products,services,and experiences.Adopting design thinking to take a human-first approach helps to put the needs of your customers and staff at the heart of innovation.We know that happy employees make happy customers.Social science suggests that we need to focus on the rel
65、ationship between them to get the best outcomes.Consider every interaction between the customer and your employees and think about how each touchpoint can be optimized for everyone involved.After engaging with your team,customers should feel reassured,heard,and confident that youre there for them.Bu
66、t what do employees need from you to have those amazing conversations?At one AMER bank,for example,managers realized that employees who were struggling to adopt a new technology were feeling stressed,and customers were picking up on it during interactions.Now,the bank actively engages with its peopl
67、e before,during,and after development to make sure solutions have a positive impact.In this case,once staff understood how the new system would make their life easier,they were more engaged during training sessions and able to give customers a great experience again.“If you dont empower your people,
68、you wont get the outcome youre looking for.Design thinking was new to us,but now its driving our culture of continuous improvement,”said the banks Vice President.“Our people have a safe space to ask questions or come to us if something isnt working for them.”You can further simplify user adoption by
69、 taking a platform mindset,i.e.rolling out more functionality on a platform with a familiar look and feel.But thats not the only benefit of this approach theres more to learn in the next section.Any good digital strategy needs to be customer centric.However,we didnt want to just put new digital asse
70、ts into the hands of our customers and leave our employees behind.We wanted to design an end-to-end journey that works for everyone.Director of a leading APAC bank16|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING#4 platform mindsetUsing multiple products or heavily customized solutions c
71、an be complex to manage and create silos.Thats why a platform mindset is so powerful.Salesforce is easy to configure and has rich out-of-the-box functionality.It can support a whole range of use cases and give different teams a common place to work from.What is a platform mindset?Basically,it means
72、shifting from designing and implementing bespoke solutions for every team,business,and segment to deliver more connected,end-to-end customer journeys.Use and reuse common capabilities and configure them to deliver what you need with“clicks not code”.You can build out your whole ecosystem on the Sale
73、sforce platform and create unlimited growth potential,but getting the most out of it means understanding the difference between a solution and a platform.Heavily customized legacy technology environments and data silos are common problems at banks.Shifting to a platform mindset is a big change,but t
74、he benefits are vast:Faster,more frequent releases bring rapid and continuous improvements Connects people across departments and geographies Simplifies compliance Unlocks richer insights Accelerates innovation“Swap customizations for out-of-the-box functionality and configure the platform to meet y
75、our needs.Salesforce comes with a wealth of functionality that you can adapt and reuse,and the AppExchange is full of ready-to-go apps to automate manual processes,”said Cornell.Platform mindsetA platform mindset means you can fail fast and move on.If you try something that doesnt work,just roll it
76、back and try again.With a platform mindset,youre well on the way to achieving the next element of The Salesforce Way continuous innovation.17|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGHow to embrace the platform mindsetEstablishing a common,shared platform will enable you to deliver
77、unique and differentiated experiences.That may seem counter-intuitive,but its about establishing a solid foundation that you can build on.Here are four ways that change the way you work to adopt a greater platform mindset:#1 Standardization:increase productivity with consistent,end-to-end processes#
78、2 Integration:improve the customer experience and decision-making with connected data#3 Alignment:boost success with greater transparency and accountability#4 Openness:drive growth and scale with ecosystem engagementWith legacy platforms,once its live,its live.We can deploy very quickly on Salesforc
79、e and fix any issues that arise later.Vice President at a leading AMER bank18|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING#5 continuous innovation In a rapidly changing market,its not enough to keep up with customer demands.The best banks are leaps and bounds ahead and continuously inn
80、ovate.Customers have many options to manage their money,and the landscape is getting more competitive.Its easy to get caught up in trying to do everything perfectly the first time.But the most successful companies are dynamic and iterative.This shift in mindset will help you reduce technical debt an
81、d optimize your IT spend.And,if you monitor the impact of changes,youll be able to quickly identify what works and what doesnt when it comes to efficiency and user adoption.“Ask yourself two questions:what does good look like,and how quickly can we roll out changes that deliver benefits to customers
82、?”said Raj Das,Transformation Partner,Financial Services at Salesforce Professional Services.“Its far better to release features every four to six weeks to build momentum and enthusiasm among your employees than to have a big bang launch every 18 months.People get stuck in their ways and change mana
83、gement will be more difficult.With an iterative approach,theres less risk too.”Continuous innovationAgile,DevOps,and faster deliveryAgile and DevOps methodology produce a steady stream of innovation and improvements that are made accessible to your customers and colleagues more frequently.Where once
84、 this was the responsibility of the IT team,today,its relevant to all business departments.Agile differs from the traditional waterfall way of working.Its an iterative approach that helps teams deliver value to their customers faster and with fewer headaches.Instead of betting everything on a big ba
85、ng launch,an agile team delivers work in small,but consumable,increments.DevOps brings together engineering and IT operations earlier,which is more effective and helps your IT team to reduce technical debt and bugs.Together,agile and DevOps practices mean you can deliver new features faster and adap
86、t quickly to changing customer demands or turbulent markets.19|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGAutomating at scaleOne of the great things about automation is that it frees up more resources for innovation,and not just on the IT team.By taking away tedious manual tasks,your
87、staff has more time to fully engage with your business.Often,theyll start thinking of new ideas on how to improve the customer experience or process they want to see optimized.When youre ready to automate at scale,establish an operating model with the right level of governance built in.Make sure dat
88、a is protected and that youre not automating processes that need to be done manually to comply with regulations.“Its important to monitor your environment when youre automating processes and give a dedicated support team the power to reverse or override automations,”advised Das.“That way if somethin
89、g does go wrong you can fix it quickly before it causes any disruption.”Get proactive about capturing feedbackContinuous innovation can quickly become complex if you dont check in with your team and customers.Make sure you capture feedback through surveys and by monitoring KPIs.If you develop a new
90、solution to fix a common complaint,youll be able to tell whether its been well received or not by your customers and have time to address it if necessary.“Balance is everything.Just because you can release something new twice a week doesnt mean you should.Its important not to overwhelm people with t
91、oo many changes and to give them time to adjust,”advised Mais.To achieve value quickly,measure the impact of changes on business outcomes.Out-of-the-box functionality and data-driven decisions are great ways to increase velocity with less risk.Now that weve covered the five elements of The Salesforc
92、e Way,lets apply them to a real world setting.Read on to discover how Standard Bank put them into practice and boosted efficiency while reducing costs.Innovation doesnt have to be your next best product.It can be your next best action.Artificial intelligence can help to accelerate innovation.Stacey
93、Cornell,Vice President of Delivery Services,Business Strategy Division,Salesforce20|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGStandard Bank goes digital with SalesforceAfricas largest financial services group rolled out Salesforce capabilities using a common design approach across 12
94、 countries in just 18 months.How?With help from 720 Salesforce champions and The Salesforce Way.Standard Bank in numbersThe Salesforce Way in action160year heritage20countries in sub-Saharan Africa15M active customers7international markets33Kemployees21|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATIO
95、N IN BANKINGThe vision:Standard Bank is on a journey to become more human-centric so it can better meet the needs and aspirations of its customers and the wider African community.This involves taking a platform mindset and centralizing data and services on Salesforce.The platform will support digita
96、l marketing,sales and relationship management,client and product onboarding,and customer service for all 27 geographies,all 15 million customers,all client-facing employees,and across all business segments.Essentially,Salesforce is helping us to transform the customer experience by enhancing our org
97、anizational efficiencies through,among other methods,generating useful client insights.It is making us deliver better against our business purpose at Standard Bank Group.Africa is our home;we drive her growth.Yvonne Namutosi,Salesforce Country Head for Uganda and Global Service Lead,Standard BankFor
98、 Standard Bank,the big idea is to become digital first,which means attaining the ability to connect with customers and partners in a whole new way opening new revenue streams,becoming more competitive,and launching exciting new product offerings.22|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN
99、BANKINGThis is how Standard Bank put the five elements of The Salesforce Way into practice in Uganda,the market pioneering the banks shift to becoming a platform services organization.#1 trusted relationshipsWhen the project kicked off,lockdown restrictions were still in place in Uganda.Building tru
100、st remotely can be a challenge,so the team regularly held inclusive online meetings to make sure that everyone was on the same page and understood the value of Salesforce.The bank created 720 Salesforce champions,who were instrumental in driving user adoption.#2 alignmentThe team aligned around comm
101、on value metrics,senior stakeholder buy-in,and great communication.“We used V2MOM to prioritize,stay focused on our goals,and make sure everybody was on the same page,”said Yvonne Namutosi,Salesforce Country Head for Uganda and Global Service Lead at Standard Bank.Salesforce Professional Services al
102、so provided training and helped the team identify areas for improvement.#3 human centricityOne of the biggest challenges Uganda faced at the time was how to optimize its environment to be more customer-centric.This involved driving a shift to an internal culture that was receptive of new technology.
103、Salesforce helped the team to adapt from being product driven to being customer-centric,and users are now actively involved in shaping new releases.23|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKING#4 platform mindsetDuring a discovery exercise with 18 countries across Standard Bank,facil
104、itated by Salesforce,the team identified that 80%of servicing requirements were consistent across the business and could be met by a single common design using the Salesforce platform.This enabled them to develop a minimum viable product with reusable capabilities and roll it out fast.As for the fin
105、al 20%,a platform mindset gives the bank the flexibility to develop country-specific features to meet customer needs.#5 continuous innovationTo achieve continuous innovation,Standard Bank launched a Center of Excellence with a dedicated team of Salesforce experts and evangelists.The team uses Trailh
106、ead to upskill and drive innovation by focusing on customer needs.This is part of a company-wide change management campaign encouraging people to learn new skills and to streamline user adoption.Uganda has set the benchmark,having efficiently implemented a top-down structured approach that can succe
107、ssfully be replicated in Standard Bank country units.I am proud of what we have achieved with Salesforce.Our teams enthusiasm is helping steer our customer experience transformation journey forward.We love seeing the new efficiencies in doing business coming through from across the bank.Yvonne Namut
108、osi,Salesforce Country Head for Uganda and Global Service Lead,Standard Bank24|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGStandard Bank Uganda achievements at a glance+240%Net Promoter Score3.5Kagents taking 45K daily calls(including South Africa)year heritage+53%utilization rate90%co
109、st reduction in implementation-80%25|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGLet Salesforce guide your transformation journey There are some signs that the global economy is improving,but the banking sector is still facing significant challenges.While high interest rates are boosti
110、ng profits in the short-term,long-term forecasts predict that growth will slow down.Global leaders are under pressure to transform banks to be more resilient and reduce operating costs.But they still need to be able to build long-lasting,trusted relationships with customers and innovate quickly to s
111、tay ahead of growing competition from FinTechs.The Salesforce Way provides best practices and valuable insights into how to hone your transformation engine.Its not just about technology its about new ways of working that drive meaningful change and success now.Our most successful banking customers p
112、artner with Salesforce Professional Services to guide them through every step of their transformation,keeping the customer at the center of everything they do.ConclusionSpeed and agility are key to unlocking new revenue streams.“Banks need to think about new ways of generating revenue and get their
113、IT estate in order now.Financial Services Cloud is tailored to support the needs of banks.By partnering with Salesforce Professional Services,we can show you how to differentiate yourself from the competition,reduce churn,and anticipate and meet customer needs,”said Axel Quack,Regional Vice Presiden
114、t of Salesforces innovation division,Ignite.For example,Standard Banks visionary strategy to become a platform services organization recognizes new market opportunities.Its building a digital marketplace for African consumers and businesses to meet,share information,and access products and services
115、that transcend banking,which will allow Standard Bank to adapt and thrive.26|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGWhat weve achieved with Salesforce Professional Services we did really quickly,with minimal effort.Weve delivered cost benefits and a much better customer experience
116、.Director of a leading APAC bankAccelerate time to value with Salesforce Professional ServicesSalesforce Professional Services helps you drive growth with a clear vision,build a foundation for long-term success,and unlock more value from Salesforce.Customers who engaged with Professional Services sa
117、w:Whether youre looking to realize business value sooner,rethink your Salesforce strategy,or unlock more value from your investment,we can provide the right expertise.Made up of certified Salesforce transformation experts,our Professional Services team is uniquely positioned to help you reach your g
118、oals faster and deliver success.faster implementations35%faster innovation adoption30%increase in project success50%According to a report from Forrester.27|5 ELEMENTS TO LEADING SUCCESSFUL TRANSFORMATION IN BANKINGFound your North Star?Get in touch to learn how Salesforce Professional Services and T
119、he Salesforce Way can help take you from vision to value and achieve success now.What do you want your bank to be famous for?Copyright 2023 S,inc.All rights reserved.Various trademarks held by their respective owners.S,inc.Salesforce Tower,415 Mission Street,3rd Floor,San Francisco,CA 94105,United States