Challenge

• Financial services leader wanted to do a better job of working with sales partners and their clients
• Also sought to streamline business processes to improve the customer experience
• Needed to replace a legacy Onyx system that was no longer supported
• Wanted a cloud computing solution that would be quick and easy to customize, integrate, and deploy

Solution

Sales Cloud

• Considered Siebel but chose Salesforce for its point-and-click customization and easy integration with marketing supply chain tools
• With help from Deloitte, deployed the Sales Cloud in just 16 weeks to 950 employees in sales, sales support, relationship management, marketing, and communications as well as independent sales partners
• Customized the Sales Cloud for each employee to track sales presentation attendees and leads, help with target modeling and segmentation, and automate production of marketing materials
• Generated leads and cross-sell opportunities by linking Prudential Financial’s client base to that of a recently acquired provider
• Used Salesforce reporting capabilities to decline RFP requests outside the company’s core business
• Integrated with an existing Lotus Notes implementation to keep a record of all customer communications
• Mobile access lets users view and update information using BlackBerry, iPhone, and Treo devices
• Custom dashboards and reports give real-time updates of key business measurements
• Salesforce.com certification & training programs and Premier Support (included with Unlimited Edition) help employees get the most value out of the deployment
• In process or on the roadmap: integration with Santa sales proposal software, SAP Pega workflow, and Salesforce to Salesforce

Results

• Added more than 100 qualified leads to the pipeline to date, with potential revenue gain of tens of millions of dollars
• Revenue increased by 10% with Salesforce having been instrumental
• Increased client retention from 94% in 2008 to 97% in 2009 and 97% percent YTD 2010
• Reduced cost of sales by 15% by declining RFP requests outside the company’s core business
• Centralized data and processes for more than 20 business divisions that had previously used other decentralized systems/databases
• Improved access to data helps with business planning and analysis