I F F004 Chris Sommers91807

Accelerated Lending on Demand

Dan Lawson, Lawson & Associates

Basil Fedynyshyn, Wells Fargo

Track: Financial Services

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Thank You to Our Partners!!!

Dan LawsonPresident/CEO

Basil FedynyshynVice PresidentPlatform Management

David CahillChris Sommers

Salesforce.com

Moderated By:

Speaker Panel

DAN LAWSONPresident/CEO

[email protected]

Lawson & Associates Mortgage Planners

Industry: MORTGAGE FINANCE Employees: 40

Geography: CALIFORNIA # Users: 35

Full Service Mortgage Broker ($500 mil in annual sales) Our specialty is Mortgage Planning Provide detailed loan analysis

Evaluate Risk Tolerance, Goals, and Time Horizons Result: Our clients make an informed choice

Profile:

Key Challenges

Business Challenges

• Create clients for Life!

• Access to client information

• Communication between our sales team and support staff

• Recruitment & Retention of sales and support teams

• Real time status updates on loan files

• Accurate sales projections and tracking

Technology Challenges

• Secure & compliant environment for client information

• Synchronization between ACT systems

• Remote/offsite access to client information

• Expensive hardware costs with growth and expansion

Key Challenges, Cont.

Summary of Challenges

• Compliance requirements for client information

• Poor Internal Communication

• Employee productivity

• Access to client information

• High Infrastructure Costs

The Solution: Salesforce!

What was the solution?

• A secure single source for client information

• Anywhere, anytime data access

• Closed loop collaboration between teams

• Enhanced productivity with pipeline management

• Intelligent Workflow Notifications

• Partner Portal Access

Results: Productivity & Profits!

What were the results?

• Sales volume up from $200mil to $500mil in 3yrs

• 30% cut in labor costs due to increase productivity

• Delegated task & activity visibility

• Increased accuracy with intelligent workflow for client

notifications

• Enhance relationships with business partners

• Increased recruitment and retention of sales staff

Dashboard

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get

home

• Automate

• Centralize

• Include your partners

• Allow remote access

Basil FedynyshynVice President - Platform Management

[email protected]

Wells Fargo & CompanyConsumer Credit Group Profile

One of the largest and fastest growing providers of home equity, personal credit and student loan accounts

Combined portfolio of $103 billion

Serving more than 3.5 million customer households

Number 2 prime home equity lender

INDUSTRY: Diversified Financial Services

EMPLOYEES: 158,000

GEOGRAPHY: US

# USERS: 1,300 +

Business Goals More effectively leverage online channel to grow business

Integrated sales process between online and telesales

Enhance communication with customer from first contact though boarding of the loan

Provide exceptional customer experience Know your customer

Timely response

Managed expectations

Improve sales performance Volume of leads

Right party contacts

Book loans to applications

Sales Agents productivity

Key Challenges

Business Challenge Increase sales productivity Speed-to-Market is critical

to retain and grow market share

Leveraging interactions into sales opportunities

Lack of visibility into sales and retention metrics

Technology Challenge Technology resource

constraints Lack of automated tools Long and costly development

cycles Adapting to a rapidly

changing environment Security & privacy

Targeting the End to End Lending Life Cycle

Generate Demand

Manage Partners

Sell

Board

Service Needs

Build Loyalty & Retain

Business Development

Marketing

Web, Telesales Agents, Brokers, Store Bankers

Web, Telesales Agents, Brokers, Store Bankers

Processors

Customer Management

Customer Service

• Relationship Management• Partner Portals

• Campaign Management• Lead Generation

• Lead Management• B2C Contact Management

• Pipeline (Opportunity) Mgt• B2C Contact Management

• Workflow/Task Management

• Case Management• B2C Contact Management

• Lead Management• Pipeline (Opportunity) Mgt• B2C Contact Management

Recover Past DueCollections

• Lead Management• B2C Contact Management

Prospect Lead Applicant Customer

Lead & Campaign Management

WF.com &3rd parties sites

WF Marketing

Auto Dialer

AutoAssignment

Inbound & Outbound

Introduction

Online leads send email and contacted in < 5 minutes Optimized delivery of leads to agents through multiple methods Real time tracking of lead source volumes and results

Introduction

Contact Management

TaskReminders

CTI Click to Call with

Auto Noting

Follow-upCommunications

Customer & Acct. Systems

Improved customer experience “ Know the customer” Consistent execution of contact strategy Enhanced agent productivity Real time tracking of agent performance

Pipeline Management

Event Monitor / Task Creator

Loan ProcessingSystem

Task Monitoring & Escalation

Managed customer expectation Reduced loan processing time Real time monitoring and managing of sales pipeline

Results

Grew online leads 5 x

Reduced Lead Response

Time: 5 minutes

Increased RPC rate 300%

Improved sales agent

productivity 10 to 15%

Compressed development

cycle with user interaction

Rapid rollout – no surprises

Strongly improved

relationship developers /

business

Focus on business results,

not maintenance

Business Technology

Key Success Factors

Clear vision that aligned business strategy, capabilities model and

technology roadmap

Strong partnerships with salesforce.com, Deloitte Consulting &

Acumen Solutions

Engaging users in interactive development effort

Rapid deployment of innovative applications

Incremental investment with small up front commitment

Flexibility to quickly adapt to key learning and changing environment

Ability to scale and integrate with other systems

Predictable budget requirements

QUESTION & ANSWER SESSION

Basil Fedynyshyn

Vice PresidentPlatform Management

Dan Lawson

President/CEO

Don’t miss these Activities:

Visit our Financial Services Expo13 Partner Solutions Financial Services DemosMeet 700 Financial Services

AttendeesBirds of a Feather Industry Luncheon:

Tue 12:15Enjoy a Latte and Network in our

Industries Lounge

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Customer Hall of Fame

Da n La ws on, CE O of La ws on & As s oc ia te s s a ys : “… S a le s force h a s prove n to be a wonde rfu l tool for our bus ine s s m ode l. As a re s ult, we a re m ore c om pe titive , our s a le s & profita b ility h a ve inc re a s e d, a nd our s a le s & s upport te a m s work m ore e ffic ie ntly tog e th e r. I tru ly fe e l we h a ve a s ig n ific a nt e dg e on our c om pe tition!

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