Fortis Investments Achieves 100 Percent User Adoption and 95 Percent User Satisfaction with Salesforce CRM

Challenge

• Fortis Investments, an international provider of banking and insurance services to personal, business, and institutional customers, was challenged with an existing on-premise Siebel CRM system.
• The Siebel system was overly complex, resulting in low user adoption.
• A lack of performance undermined system credibility – some screens took 45 seconds to show.
• The on-premise model demanded significant technical resources to deploy and support it.
• Fortis executives also lacked information and pipeline visibility.

Solution

• Fortis deployed Salesforce CRM to create an end-to-end sales management system.
• The company implemented Salesforce CRM to 167 sales professionals in 31 countries.
• Salesforce.com implementation partner 2020 Management developed a comprehensive suite of dashboards and management reports to provide complete visibility of the sales pipeline and other sales and marketing management information.
• Fortis installed Computer Telephony Integration (CTI) to integrate its telephone network into Salesforce CRM and access it entirely through the familiar, browser-based Salesforce CRM interface.
• From the AppExchange marketplace, the company also implemented the ClickTools application to help manage surveys and events.

Results

• The ‘Know Your Client’ (KYC) sales process is now fully integrated with Salesforce CRM.
• The user-friendly, intuitive system has proven to be popular with staff, resulting in 100 percent user adoption.
• In an internal survey (using ClickTools) asking staff to compare the effectiveness of Salesforce CRM to Siebel, Salesforce CRM scored a maximum five rating among 95 percent of staff.
• Salesforce CRM has increased sales opportunity management effectiveness, provided full visibility into the sales pipeline, and improved sales performance at an organizational, country, team, and individual level.
• Fortis now has improved marketing effectiveness, including full understanding of the impact of differentiated marketing activity.