Prudential Financial centralizes customer data with the Sales Cloud

Challenge

• Financial services leader wanted to do a better job of working with sales partners and their clients, and streamline business processes to improve the end 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

• Considered Siebel but chose salesforce.com 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
• Integrated with Sant sales proposal software to automate the creation of RFPs and marketing documents
• Integrated with an SAP Pega workflow process system to help with resource planning
• Integrated with existing Lotus Notes implementation to keep a record of all customer communications
• A Salesforce CRM partner portal helps sales partners easily access client data and share information
• Salesforce to Salesforce service let users easily share information with an acquired company
• Mobile access lets users view and update information using Treo, BlackBerry, and iPhone devices
• Custom dashboards and reports give real-time updates of key business measurements
• Salesforce.com Education & Training programs and Premier support (included with Unlimited Edition) help employees get the most value out of the deployment

Results

• Streamlined business processes and integration with other business solutions help users be more efficient and provide better service with complete customer views
• Improved communication and information sharing with sales partners increases partner value proposition
• Integrated, automated proposal generation speeds and streamlines development and fulfillment of marketing documents
• Improved access to data helps with business planning and analysis
• Fast, anywhere access to client information via the partner portal helps partners and employees save time and improves data quality