With Salesforce, Thrivent Financial for Lutherans will Improve Customer Experience while Increasing Financial Representative Productivity and Retention

“The Force.com platform is giving us an important advantage and is behind the flexibility of our Salesforce solution. We envision the capabilities and features we want and if they don’t already exist, we build them into Salesforce. Meanwhile, Successforce Consulting is providing the deep knowledge and best practices support that will help make our Salesforce deployment successful. It’s clear that salesforce.com is dedicated to our success.”


Challenge
  • Thrivent Financial for Lutherans, a Fortune 500 financial services membership organization with nearly 3 million members, needed better visibility into client interactions.
  • The company lacked a central repository for client interaction information. Thrivent Financial representatives logged transactions with clients and prospects using a windows-based contact management application.
  • The on-premise software required ongoing IT maintenance and upgrades.
  • Thrivent Financial wanted to provide field leaders with accurate, up-to-date information to more proactively manage customer interactions and to improve the productivity of its financial representatives. 
  • The company required an easy-to use, Web-based solution. Other criteria included high availability and the ability to customize.

Solution
  • After evaluating other leading on-demand CRM offerings, Thrivent Financial selected Salesforce for its ease of implementation, flexibility, and functionality.
  • Thrivent Financial will be deploying Salesforce Unlimited Edition for almost 5,000 users with help from salesforce.com’s Successforce Consulting.
  • Integration of the company’s sales and service applications will allow financial representatives to access all relevant data from Salesforce. Salesforce.com partner Deloitte Consulting is partnering with Thrivent Financial on the integration.
  • The company also plans to integrate Salesforce with it corporate email system to sync email and calendars.

Results
  • Salesforce’s software-as-a-service (SaaS) model eliminates time-consuming upgrades and maintenance, allowing IT to focus on strategic projects.
  • With a complete view of client interactions, Thrivent Financial field leaders will be able to provide more tailored, proactive feedback to new financial representatives.
  • Customizations and applications downloaded from salesforce.com’s AppExchange marketplace will give Thrivent Financial the option to extend Salesforce beyond CRM.
 
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