BOK Financial Corporation Banks on Salesforce: Training and Consulting Compound High Returns

"Salesforce.com helped us collaborate better, especially during the initial rollout. The business process review was a valuable investment. That's where we laid out the CRM infrastructure and customized the application to each of our user groups. Successforce Consulting was absolutely critical to that meeting."


Challenge
  • A spate of mergers and acquisitions left BOK Financial (BOKF) with disparate front-office information systems
  • BOKF's CRM processes did not integrate well with the bank's core banking system
  • Loan officers needed a unified view of their customers and an easier way to generate reports
  • Multiple systems, conflicting training programs, and rising maintenance requirements contributed to spiraling CRM costs
  • A cohesive, on-demand solution that would increase CRM adoption in the commercial banking group from its current 50 percent was among system requirements

Solution
  • BOKF purchased 600 Salesforce licenses for its Banking, Wealth Management, and Operations groups
  • With the help of Successforce Consulting, the company rolled out the system in 150 days, including five weeks of training
  • To speed adoption, Successforce Education led executive and administrator workshops and spearheaded a Train-the-Trainer program and eLearning
  • BOKF integrated Salesforce with the corporate data warehouse and with an existing business process for paying commissions to relationship managers, thereby presenting incentive information through Salesforce as opportunities are closed
  • Salesforce tabs and Web links help the bank maintain a cohesive user experience that integrates with the existing security framework
  • Salesforce streamlines many sales and support processes, ensuring that the bank can always deliver premium service to its customers—and that potential opportunities don't fall through the cracks

Results
  • Overall CRM usage at BOKF has increased from 58 percent to 90 percent in just eight months: the workforce now relies on Salesforce to access and exchange critical customer information at every stage in the business relationship lifecycle
  • Salesforce has unified the information systems: Salesforce users include employees in commercial lending, marketing, support, fee services, corporate trust, private banking, international services, treasury services, the trust division, personal trusts, and investments
  • Sales management dashboards display current information in an intuitive, actionable format—including pipeline histories, deals won, trends, top performers, and adoption metrics
  • Adhering to strict security requirements, Salesforce preserves the roles and restrictions defined in the core banking system
 
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