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

“Salesforce.com is one of the best decisions Fortis Investments has ever taken. It has transformed sales effectiveness, increased sales productivity and improved marketing campaign planning and execution. The system is also incredibly popular with our users.”


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 to create an end-to-end sales management system
  • The company implemented Salesforce 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 and access it entirely through the familiar, browser-based Salesforce 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
  • 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 to Siebel, Salesforce scored a maximum five rating among 95 percent of staff
  • Salesforce 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
 
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