Post on 28-Apr-2018
transcript
2
Eliminate SaaS Silos and Maximize Salesforce.com Adoption with
Informatica Cloud
Andrew Bartels, CTO
PSA Insurance & Financial Services
Dennis Donahue, President and COO
JPD Financial
Darren Cunningham, VP Product Marketing
Informatica
3
Session Agenda
• Hear from two C-Level executives about their
Salesforce integration strategy
• Andrew Bartels, PSA Insurance & Financial Services
• Dennis Donahue, JPD Financial
• Gain insight on how Cloud integration has
empowered the line of business
• Learn a better way to integrate Cloud
applications with the rest of your business
• Best practices and lesson learned on adopting
Cloud technology
5
Company Background
PSA is a diversified insurance
and financial services provider
Practice areas P&C Insurance
Employee Benefits Consulting
Fiduciary Consulting
Wealth Management
Headquartered in Hunt Valley, Maryland
Recognized as a “Top 100 Broker” in US
Inc. 500 List of Fastest Growing Privately Held Companies
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The Normal Industry Model
Personal
Insurance
Wealth
Management
P&C Insurance
Retirement Plan
Employee Benefits
So much to manage…
Business Owner /
Executive
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The PSA Differentiator
Wealth
Management
Commercial
Insurance
Retirement Plan
Employee Benefits
Personal
Insurance
Business Owner /
Executive
8
Growth is Good….But Messy
• PSA has grown primarily through acquisition
• Result – multiple silos of transactional data
• Result – critical customer information was hidden or hard to access
P&C Insurance Employee Benefits
Wealth Management
Fiduciary Consulting
Acquisitions
Personal Lines
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Our Business Need…
Drive adoption of Salesforce.com
Increase ROI on data
Increase Client relationship visibility
12
The Solution
• Reliability = Adoption
• Proactive issue notifications
• “Solution driven” 24/7 Support
• Connectors / Plug-ins
• Single soft agent install
• No security changes required
• Accessible from internet or mobile
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Business Benefits
100% Salesforce.com adoption
X-sell visibility
BI & Reporting
360 degree view of
customer relationship
Trigger data based
workflow actions
Data Hygiene
Track & measure ROI on
marketing campaigns
Master Data Management
Data visibility
X workflow business processes
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Return on Data
• X-sell visibility / Identified opportunities that = 33% of
new sales potential for year
• 100% Salesforce.com adoption / > 100k per year
• Data Hygiene Cost = 20 hrs x 104 weeks @ fully
burdened $65 = $135k
• Build vs Buy / Saved > $100k excl. Support
• One producers story…
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What to Watch Out For?
Understand your workflows
Understand your data
Include all stakeholders in the design process
Always think „Master Data Management‟ (MDM)
Find the right implementation partner
19
Company Background
• Founded in 1984
• International Service Capabilities
• HQ in Santa Clara, California USA
• European Office in Harpenden UK
• Niche AP/AR Auditing Firm
• Currently supporting our clients in 20+ countries
• Privately held, debt-free organization
20
What We Needed
Timely Actionable Data
360 degree view of vendors across clients
Agile data between Salesforce & our EDW
ROI on Data: Leverage JPD‟s 27 years of Audit IP
Integration: Between JPD and JPD clients
Data hygiene – Call Center in particular
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Business Challenge – Previous State
Client Master Vendor File
Prepping and screening of vendor
data
Vendor Information updated in
SFDC
SFDC Supported
Vendor Communication
Process
Mail Phone
Raw A/R Data
Scanned A/R Data
Vendor Information updated in
SFDC
Global Contact Center
JPD
Client
Vendor
Labor intensive
Delay of
1 - 2 weeks
and inconsistent
results
Vendor
relationships
managed manually
with inconsistent
results
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The Data Architecture Vision
Sell
• Negotiate contract
• Close the deal
Initiate
• Obtain data from client and vendors
• Prepare data
Produce
• Check vendor records
• Validate against client records
Prioritize
• Insert attributed data into queue
• Prioritize queue
Submit
• Submit to client portal
• Manage for quick client decision
Bill
• Bill client
• Refund client
Run the Business:
Plan
Calibrate
Report
Manage
Optimize
Automate
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Dennis Donahue
President
Person 15
Client Ops Owner
Request to Cash
Client
Person 14
Client Rep
Submit to Cash
Vendor
Person 11
Manager
Request to Validate
Planning &
Controls
HR & Training
Marketing
Person 1
Vendor Rep
Request to Validate
Person 2
Vendor Rep
Request to Validate
Person 3
Vendor Rep
Request to Validate Person 12
(CS & QA)
Request to CashPerson 4
Vendor Rep
Request to Validate
Person 5
Vendor Rep
Request to Validate
Person 6
Vendor Rep
Request to Validate
Person 7
Vendor Rep
Request to Validate
Person 8
Vendor Rep
Request to Validate
Person 9
Vendor Rep
Request to Validate
Person 10
Vendor Rep
Request to Validate
Person 15
Client Ops Owner
Request to Cash
Client
Person 14
Client Rep
Submit to Cash
Vendor
Person 11
Manager
Request to Validate
Person 2
Vendor Rep
Request to Validate
Person 1
Vendor Rep
Request to Validate
Person 3
Vendor Rep
Request to Validate
Person 13
Client Ops Support
(ASG)
Request to Cash
Person 4
Vendor Rep
Request to Validate
Person 5
Vendor Rep
Request to Validate
Person 6
Vendor Rep
Request to Validate
Person 7
Vendor Rep
Request to Validate
Person 8
Vendor Rep
Request to Validate
Person 9
Vendor Rep
Request to Validate
Person 10
Vendor Rep
Request to Validate
Budgeting
& Forecasting
Management
Reporting
Metrics
Controls
Person 15
Client Ops Owner
Request to Cash
Client
Person 14
Client Rep
Submit to Cash
Vendor
Person 11
Manager
Request to Validate
Person 2
Vendor Rep
Request to Validate
Person 1
Vendor Rep
Request to Validate
Person 3
Vendor Rep
Request to Validate
Person 13
Client Ops Support
(ASG)
Request to Cash
Person 4
Vendor Rep
Request to Validate
Person 5
Vendor Rep
Request to Validate
Person 6
Vendor Rep
Request to Validate
Person 7
Vendor Rep
Request to Validate
Person 8
Vendor Rep
Request to Validate
Person 9
Vendor Rep
Request to Validate
Person 10
Vendor Rep
Request to Validate
SFDC Admin
Operational
Support
Client Data
Management
Phones, Telephony,
Desktop Support
= Run the Business
= Produce Claims
= Acquire Business
= Vendor Facing
= Client Facing
Callers, Auditors
QA, CS, ASG
Callers, Auditors Callers, Auditors
Strategic
Operational
Authorized & Accountable
Confidential
Person 13
Client Ops Support
(ASG)
Request to Cash
Person 12
(CS & QA)
Request to Cash
Person 12
(CS & QA)
Request to Cash
AM, Billing AM, Billing AM, Billing
QA, CS, ASG QA, CS, ASG
Sales
Steve Wiesenthal
Finance
2.1
Client
(unlimited levels)
3.1
Vendor
(unlimited levels)
4.1
Claim
5.1
User
4.3
Claim Supporting
Documents
Apprio
BD & AM
1.1
Partner
1.3
Partner Contract
3.2
Vendor Contacts
2.2
Client Contacts
2.5
Client data request
2.6
Client Vendor List
Data Model JPD & Technology Angle Confidential
0.1
JPD Company
Parameters
2.7
Client Vendor List
History
2.9
Client Drop Down
0.2
Company
Credit Types
0.3
Currency1.2
Partner Contacts
2.3
Client Contract
2.4
Client
Contract
Thresholds
1.4
Partner
Contract
Thresholds
Account Opportunity
Contract UserSFDC
Multicurrency
3.3
Vendor Statement
2.10
Client Invoice
0.5
Vendor
Control Valve
6.1
Case
Case
4.2
Claim Refund
4.4
Claim Drop Down
Apprio
Quickbooks
2.8
Client
Credit Types
0.4
Claim
Control Valve
2.11
Client Payments
Quickbooks
Purpose
Request Statements
Initiate Request
Follow-up if Necessary
Escalate if Necessary
Validate Claims
Initiate Request
Follow-up if Necessary
Escalate if Necessary
Submit Claims
Initiate Request
Follow-up if Necessary
Escalate if Necessary
Vendor
Vendor
Case
Vendor
Vendor
Case
Claim
Claim
Case
Purpose PurposeList List List
QA
QA
Client Ops Support & Customer Service
Client Ops Owner
The Scalable JPD
Operation
People Process Technology
The New JPD Architecture
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Business Challenge – Current State
Client Master Vendor File
Update Data Warehouse
Prep and screen file
SFDC Supported
Vendor Communication
Process Phone
Fax Email
Raw A/R Data
Electronic A/R Data
Vendor information updated in Salesforce
JPD
Client
Vendor
Informatica
Automated
Processes
Co
nsis
ten
cy
Accu
racy
Quick Results
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Business Challenges - Relationships
Vendor
Screening
Exception
Listing
SFDC Supported
Vendor
Communication
Process
Phone
Letter
FAX
Vendor
Base
Raw A/R Data
Client A Client B Client C Client D
Vendor 1 Vendor 4 Vendor 3 Vendor 2
Clients and vendors relationships
Many to Many
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Client Data Challenges
Vendor File Vendor
Screening
Auditable
File
Master
Vendor File
Auditable File
Exception
Listing
JPD – “Intelligent Vendor Base” “A” - Opportunities
“B” - Opportunities
“C” - Opportunities
Audit Plan
JPD
Client
•Client Reviews Exceptions & Approves File
Examples of Typical Exceptions •Employees
•Charities
•Insurance
•Banks
• Government- US & International
• Attorneys
• Collection Agencies
• Unions
Informatica Cloud
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JPD‟s Approach to the Cloud
JPD did not
run to the cloud
Thoughtful,
purposeful architecture
Stayed true
to the business
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Options Considered
Risks Benefits
Requires IT knowledge
in house to build
No cost associated
today
Requires IT knowledge
in house to maintain
and monitor
Is not extensible to a
DQ solution
Microsoft Tools
Risks Benefits
2 week learning
curve (compared to
free tools)
Highly scalable
solution
Integrated with
Salesforce
Cloud-based solution
Extensible to Data
Quality
Create services to offer
to customer base
Easy to use graphical
interface
Informatica Cloud
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ROI Calculation
Current State As-is
Planned Activity Hours/File Cost
#
files/month
Monthly
Cost
Loading Vendor file DM team 40 1000 10 $10,000.00
DM Review Load DM Manager 25 1200 10 $12,000.00
Vendor File
Reconciliation DM Manager 1 48 10 $480.00
Screening Process
Vendor Rep
Team 6.25 137.5 10 $1,375.00
DM Review Screen DM Manager 1 48 10 $480.00
QA Review VP Manager 2.5 157.5 10 $1,575.00
OCR Report history VP Manager 0.02 0.52 70 $36.40
OCR Checking
Vendor Rep
Team 0.041 1.066 2500 $2,665.00
Referencing
Vendor Rep
Team 2.5 65 10 $650.00
Total $29,261.40
Future State –
Informatica Cloud
Monthly Cost post
build quarterly files Hours/File Cost
#
files/month
Monthly
Cost
Loading Vendor file DM team 2 50 10 $500.00
DM Review Load DM Manager 1 48 10 $480.00
Vendor File
Reconciliation DM Manager 1 48 10 $480.00
Screening Process
Vendor Rep
Team 3 66 10 $660.00
DM Review Screen DM Manager 1 48 10 $480.00
QA Review VP Manager 1 63 10 $630.00
OCR Report History VP Manager 0 0 70 $0.00
OCR Report
Vendor Rep
Team 0 0 70 $0.00
Referencing
Vendor Rep
Team 0 0
Monthly Maintenance DM team 4 100 $100.00
Monthly Service Fee* $1,500.00
Total $4,830.00
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Value Add of Cloud Integration
Agility Historical
Data
Attributing/
Enriching Data
Business
Intelligence
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Data Warehouse: Managing Vendor Data
CLIENT
VENDOR
Update/Insert
New vendors
to screen
Update existing
vendors
Insert new
vendors
Update DNA
flags
Insert new vendors
with TIN
Update DNA
flags
Update DNA
flags
Validate new TIN
Validate
new
Addresses
Screen
file
Vendor
File
VENDOR
MASTER
Database
.com
Salesforce
VENDOR
MASTER/
Update
client
exclusions
Update TIN
Insert new vendors
with TIN
Insert new vendors
with TIN
Address Doctor
IRS
Weekly:
Deactivate
vendors
Daily:
Cancel
statements
Daily:
Finalize
claims
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Warehouse: Future Roadmap – Automating the Forensics
Client
Transactional
data
Assembled Vendor
Audit Data Generate Anomalies
True holistic view of
P2P relationship
Informatica Cloud
Automated
Audit Output
Real
time attest
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Run the Business Corporate financials Management reporting Staff/Resource management Technology administration Contribute to Bus Dev goals
Produce Claims Launch client engagements Find claims Manage claims to completion Pursue future claims upon trigger-dates
Acquire Business Find new customers Manage relationships with current customers Forecast pipeline Contribute to Operations preparedness
Recognized Business Benefits
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CEO Key Performance Indicators
FY „09 FY „10 FY‟11 FY ‟12(Est)
Top Line
Revenue
_ 12% growth 21% growth 30% growth
Profit growth _ +3% +400% +250%
Revenue Per
Employee
_ +29% +13% +25%
Revenue Per
Client
_ +20% +17% +25%
AVG Credit to
CASH time
120 days 90 days 65 days 50 days
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In Summary
• What to watch out for:
• Not understanding technology limitations soon enough
• Transaction costs, when where and how to move data
• Build the foundation not the roof first
• Recommendations:
• Know your end state and work back
• Partner with experts (Archipelago)
• ROI, unlock resources and IP
• Value stream architecture approach
• When it comes to cloud: Walk, Jog, Run
www.InformaticaCloud.com