Loud in the Cloud: Customer Spotlights

LOUD IN THE CLOUD Customer Spotlights

Banking / InsuranceVol.1 April 2014

Contents at a glance

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Customer quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Case studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Baloise Group: Baloise Group adopts SuccessFactors to align its global talent management strategy Employees: 8,800 l Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Blue Cross and Blue Shield of Florida (BCBSF): Blue Cross and Blue Shield of Florida transforms HR into a true business partner Employees: 6,700 l Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Butterfield Bank: SuccessFactors helps Butterfield Bank align performance and goals Employees: 1,300 l Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

DZ Bank: DZ Bank AG uses both on-premise and cloud technologies to modernize HR Employees: 4,000 l Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

New York Life: With SuccessFactors, New York Life implements meaningful performance management Employees: 12,650 | Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Pioneer Investments: Pioneer investments achieves strong performance Management—Worldwide Employees: 2,000 | Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Royal Bank of Canada: Royal Bank of Canada saves $2 million annually in learning administration Employees: 70,000 l Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Sun Communities: Sun Communities puts talent first with SuccessFactors Employees: 1,650 l Banking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Customer communities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Showcase YOUR company´s success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

IntroEnhance your business results through better human capital management

Business model changes. Retention challenges. Complex sales channels. Tighter regulatory controls. It’s not an easy environment for banking and insurance firms, but your organization has survived—and now it’s time to thrive.

So, where can you begin? Your organization can do more than simply respond to today’s leading challenges for financial services organizations. In fact, you can focus on improving your business results by getting better performance out of every member of your staff.

SuccessFactors solutions help financial services firms develop and retain high-performing employees and align them to the organizational strategy. More than 250 financial institutions worldwide rely on SuccessFactors to keep their workforces aligned, engaged, and productive even during times of sweeping changes in individual firms and throughout the industry.

With SuccessFactors solutions, your financial services firm can:

•Cascade goals throughout your organization, from executives down to individual branch employees.

•Help employees exceed expectations by giving them consistent, meaningful feedback.

•Boost employee productivity and retention by rewarding outstanding performers.

•Gain visibility into the distribution of key skills and competencies across your organization.

•Create a bench of internal talent for your most strategic and hardest-to-fill positions.

How are financial services firms of all sizes using SuccessFactors solutions to execute on their most important objectives? Read on to find out.

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OUR PREVIOUS PERFORMANCE MANAGEMENT PROCESS WAS LITTLE MORE THAN A WAY OF LABELING EMPLOYEES . WITH SUCCESSFACTORS, WE’VE TRANSFORMED PERFORMANCE MANAGEMENT INTO A SERIES OF MEANINGFUL CONVERSATIONS ABOUT WORKING TOGETHER TOWARD CORPORATE GOALS .

WITH SUCCESSFACTORS RECRUITING MANAGEMENT, WE CAN IDENTIFY WELL-QUALIFIED CANDIDATES WITHIN A FEW DAYS AND APPROACH THE ENTIRE HIRING PROCESS WITH SHARPER FOCUS . ALL THAT PUTS US AHEAD OF THE COMPETITION FOR THE BEST TALENT .

THE BEAUTY OF WORKING WITH SUCCESSFACTORS IS THAT EVERYONE IS LOOKING AT THE SAME SET OF DATA, SO WE ARE ALL ON THE SAME PAGE . WE’RE PLEASED THAT WE’VE TAKEN THIS JOURNEY AND ARE REALLY EXCITED ABOUT THE REPORTING PROJECT .

IF EMPLOYEES UNDERSTAND WHAT THE GOALS ARE AND ARE ALIGNED TO THE BALANCED SCORECARD, THEY ARE GOING TO BE MORE EFFICIENT, MORE PRODUCTIVE, AND MORE FOCUSED . EVERYBODY UNDERSTANDS THE IMPACT THEIR JOB HAS ON ORGANIZATIONAL GOALS . EVERYBODY .

Matthew KleinmanCorporate Vice President for Organizational Effectiveness, New York Life

Dominik KaiserDepartment Head HR Administration & Service, DZ Bank

Dawn PickettWorkforce Reporting Analyst, BCBSF

Elizabeth DepledgeSenior Manager, Head of Human Resources,

Butterfield Bank

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Customer quotes

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Baloise Group adopts SuccessFactors to align its global talent management strategy

Headquartered in Basel, Switzerland, Baloise Group is a European provider of insurance and pension solutions. In Switzerland, the Group operates as a specialized financial services provider, offering a combination of insurance and banking services. The Group also has a market presence in Germany, Austria, Belgium, Luxembourg, Liechtenstein, Croatia, and Serbia. Its sales network includes its own sales organization, as well as brokers and other partners.

ChallengeEven in the midst of changing customer needs, there is one principle to which Baloise Group has always remained faithful: the principle of safety, together with several other values including “swissness,” “innovation,” and “partnership.” With integrity to the core of the business and the belief that its employees are the lifeblood of the organization, Baloise Group needed to enable:

•Consistent performance and talent management across the organization

• Integration and simplification of HR processes

•Standardization on one HR platform

SolutionIn early 2011, SuccessFactors Performance & Goals was implemented in German, French, Flemish, Croatian, and English to 3,900 Baloise Group employees. Later that same year, Baloise Group implemented Succession & Development before deploying Compensation across the company. These products enable Baloise Group to:

•Maintain strategic insight into key employee talent

•Ensure that high achievers are rewarded for outstanding performance and company commitment

ResultsBaloise Group implemented SuccessFactors and achieved the following business results:

•Considerable time savings from having one system with all data in one place

•Executive board insight into, and analysis of, employee performance

•Employee goals aligned with corporate objectives globally

“We considered SuccessFactors to be the ‘Rolls Royce’ of HR solutions. It was simple to integrate with

our core HRIS in Switzerland.”Christian Neumann, Performance System Manager, Baloise Group

Company: Baloise Group

Industry: Insurance

Employees: 8,800

SuccessFactors Solutions:

Compensation

Performance & Goals

Succession & Development

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Blue Cross and Blue Shield of Florida transforms HR into a true business partner

Headquartered in Jacksonville, Blue Cross and Blue Shield of Florida (BCBSF) is an independent licensee of the Blue Cross and Blue Shield Association. The organization is a leader in Florida’s health industry, serving more than seven million policyholders through a wide array of options. BCBSF is a not-for-profit, policyholder-owned, tax-paying mutual company.

ChallengeFor BCBSF, workforce reporting had already relied upon labor-intensive operational reports created separately for each of the organization’s business units. To take the next step as an organization, BCBSF needed to:

•Deliver informative reports to multiple HR business partners as efficiently as possible

•Meet an increasing demand for analytical reports

• Increase the accuracy and timeliness of all the HR data delivered

SolutionBCBSF partnered with SuccessFactors to address its workforce reporting needs. Using SuccessFactors Workforce Analytics and Workforce Reporting, BCBSF was able to:

•Create a library of analytical reports on human capital metrics

•Give HR business partners easy access to reports through a dashboard

•Generate strategic workforce reports that contain reliable data and incorporate business knowledge

ResultsWith SuccessFactors Workforce Reporting and Workforce Analytics, BCBSF has achieved the following business results:

•Engaged senior executives and business unit managers in analyzing the workforce

• Improved the way HR business partners interact with line managers

• Increased the visibility of the HR reporting function

•Enabled HR to gain more traction in support of their strategic initiatives

“The beauty of working with SuccessFactors is that everyone is looking at the same set of data, so we

are all on the same page. We’re pleased that we’ve taken this journey and are really excited about the

reporting project.”Dawn Pickett, Workforce Reporting Analyst, BCBSF

Company: Blue Cross and Blue Shield of Florida (BCBSF)

Industry: Insurance

Employees: 6,700


Workforce Analytics

Workforce Reporting

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SuccessFactors helps Butterfield Bank align performance and goals

The Bank of N.T. Butterfield and Sons was founded in Bermuda in 1858. Although not a large bank, the 1,300-employee bank has a wide geographical spread over seven disparate jurisdictions. The services offered vary according to geography. While retail and corporate banking are available in the Caribbean, a range of private banking, asset management, personal trust, and other specialist services are available in some of these and other jurisdictions.

ChallengePerformance management was a paper and pen exercise. Switching to an electronic solution would make information more transparent and accessible, but Butterfield wanted to go further than that. It set out to radically overhaul the procedures involved in monitoring staff performance, to create a more standardized approach, and to begin to break down procedural and jurisdictional silos. It also wanted a system that would ultimately support its core objective of returning to sustained profitability:

•Goals and competencies had historically been combined, making it confusing for employees to understand exactly what the bank wanted them to do and how it wanted them to do it.

•Strategic objectives were not cascaded down the organization.

• The bank had no standardized means of assessing performance and goals for team members.

SolutionButterfield turned to SuccessFactors for a solution to provide clarity and unity around goals, to give management visibility into key data metrics, and to standardize a balanced scorecard approach across all jurisdictions. The bank deployed SuccessFactors Performance & Goals, Compensation, Succession & Development, and Learning to:

•Move from jurisdictional silos to a global company with one platform for goal, performance, and talent management

•Establish a clear line of sight for executives through dashboards to drill down into data of any jurisdiction with the ability to slice and dice the data exactly as required

•Achieve employee engagement, retention, and understanding of individual objectives and their impact on the organization

ResultsButterfield achieved the following business results:

•Alignment of different jurisdictions and focus on core objectives around sustained profitability

•Ability to nurture employee development through internal promotions

• Transformation of the way the bank conducts performance appraisals

“If employees understand what the goals are and are aligned to the balanced scorecard, they are going to

be more efficient, more productive, and more focused. Everybody understands the impact their job has on

organizational goals. Everybody.”Elizabeth Depledge, Senior Manager, Head of Human Resources,

Butterfield Bank

Company: Butterfield Bank (Cayman)

Industry: Banking

Employees: 1,300


Compensation

Learning

Performance & Goals


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DZ Bank AG uses both on-premise and cloud technologies to modernize HR

DZ Bank AG is one of the largest banks in Germany by asset size and the central institution for nearly 1,000 independent, cooperative banks and their branch offices. DZ Bank’s HR team has won several awards for innovation and continues to push its organization to maintain its position as a leader in the banking industry.

ChallengeDZ Bank understands that forward-looking HR solutions are playing an increasingly important role in the financial industry. For more than 15 years, DZ Bank has been ahead of the curve with an integrated technology solution based on SAP ERP HCM for its HR tasks. However:

•An integrated technology solution based on SAP ERP HCM for HR did not meet the bank’s requirements for expansion.

•DZ Bank needed to tighten up all HR processes while providing a standardized self-service platform to provide access to and transparency of quality data.

SolutionDZ Bank expanded its existing HR system with SuccessFactors cloud technology. The goal was to combine the best of both worlds in an integrated solution to modernize HR:

•SuccessFactors Performance & Goals to increase the visibility of strategic and tactical goals

•SuccessFactors Recruiting Management to attract and select top talent

•Plan to implement SuccessFactors Compensation to ensure that performance is consistently and fairly recognized and rewarded

ResultsDZ Bank achieved the following business results:

•Simplified and automated HR process—from definition, to assessment and measurement of agreed goals

•Effortless and accelerated selection and hiring of qualified employees (as an award-winning employer, DZ Bank receives up to 10,000 applications a year)

• Important competitive advantage through a professional structure

“With SuccessFactors Recruiting Management, we can identify well-qualified candidates within a few days and approach the entire hiring process with

sharper focus. All that puts us ahead of the competition for the best talent.”

Dominik Kaiser, Department Head HR Administration & Service, DZ Bank

Company: DZ Bank AG

Industry: Banking

Employees: 4,000


Performance & Goals

Recruiting Management

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With SuccessFactors, New York Life implements meaningful performance management

New York Life Insurance Company is the largest mutual life insurance company in the United States and one of the largest life insurers in the world. The company has the highest financial strength ratings currently awarded to any life insurer from all four of the major credit rating agencies.

ChallengeThe company’s original implementation of SuccessFactors Performance & Goals reflected a complex, iterative process that focused more on obtaining an overall rating than on having productive discussions. The company realized it would need to:

•Redesign its tools to enable greater ownership of results at all levels of the organization

•Overcome the disconnect between the intended performance management process and what it looked like from an operational standpoint

•Spark more meaningful conversations between employees and managers about how individual goals contribute to corporate success

SolutionNew York Life simplified the performance management process in ways that would reflect the company’s new philosophy by:

•Eliminating unnecessary steps and limiting the number of goals per employee

•Separating the compensation process from the performance management process

ResultsNew York Life achieved the following business results:

•With a new performance management process in place, managers began completing forms at a much higher rate than before and engaging employees in conversation.

• The process eliminated surprises from performance management—employees and managers are now on the same page for setting goals and assessing performance.

•Managers have a robust, accurate perspective on how performance is driving the company forward—and where they can improve.

“Our previous performance management process was little more than a way of labeling employees. With

SuccessFactors, we’ve transformed performance management into a series of meaningful conversations

about working together toward corporate goals.“ Matthew Kleinman, Corporate Vice President

for Organizational Effectiveness, New York Life

Company: New York Life

Industry: Insurance

Employees: 12,650


Learning

Performance & Goals


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Pioneer Investments achieves strong performance management—worldwide

Founded in 1928, Pioneer Investments is the asset management division of UniCredit Group, one of Europe’s leading banking groups, with assets under management of €182 billion. The company has been a global brand for more than 80 years and has remained successful through various economic cycles, effectively managing the changes and fluctuating events that have influenced the financial world.

ChallengeIn the financial services industry, where expertise is one of the main assets a firm can provide, performance management is of the utmost importance. But Pioneer Investments maintained separate HR systems in each of its 26 countries, and lacked a global HR structure. Before it could leverage its talent more effectively worldwide, Pioneer Investments needed to:

•Replace disparate HR tools with a single global platform

•Deliver HR governance worldwide while simplifying all HR processes

•Gain meaningful insight into the workforce

•Harmonize the corporate incentive scheme across the organization

SolutionPioneer Investments partnered with SuccessFactors to implement cloud-based talent management solutions while keeping investment in IT infrastructure to a minimum. The company deployed SuccessFactors Performance & Goals and Succession & Development to all 2,000 employees in 26 countries, and then rolled out Employee Central. With SuccessFactors, Pioneer Investments was able to:

•Give managers round-the-clock access to performance evaluation tools

• Implement a consistent performance scorecard system companywide

•Use calibration to increase the accuracy of the company’s compensation structure

Results By implementing SuccessFactors solutions, Pioneer Investments has achieved the following business results:

•Allowed managers to spend more time on the areas that matter most

•Gave managers greater insight into the strengths of their talent pool

• Increased the fairness and consistency of the performance management process

•Gave HR business partners more control over compensation processes

•Reinforced the link between performance appraisals and bonus payouts

“Thanks to SuccessFactors, all employees are evaluated using shared and transparent criteria,

creating a much fairer and more consistent performance management system worldwide.”

Simone Martina, Head of Global Compensation, Pioneer Investments

Company: Pioneer Investments

Industry: Banking

Employees: 2,000


Compensation

Employee Central

Performance & Goals


Royal Bank of Canada saves $2 million annually in learning administration

Royal Bank of Canada (RBC) is Canada’s largest bank and one of North America’s leading diversified financial services companies. RBC employs more than 70,000 people in 34 countries. In addition to its significant and growing presence in the United States, RBC is focused on becoming a premiere provider of selected financial services internationally.

ChallengeRBC’s HR strategy is simple: let employees and managers rely on self-service as much as possible, and save money through shared services. That’s why the bank decided to replace its aging homegrown learning management tool with a robust, comprehensive system. RBC needed to:

•Deliver learning worldwide through a single cost-effective channel

•Provide regulatory-based courses to each employee in every country

•Reduce the cost of administering learning

SolutionAfter evaluating several learning management solutions, RBC chose SuccessFactors Learning. The company then implemented with the assistance of SuccessFactors Consulting and migrated 120,000 learning records from SAP HR into SuccessFactors Learning. With SuccessFactors, RBC was able to:

•Replace a homegrown learning system with a cost-effective enterprise-wide solution

•Create a single feed from SAP HR into SuccessFactors Learning

•Allow employees to access learning with a single network logon ID

ResultsBy implementing SuccessFactors solutions, RBC has achieved the following business results:

•Saved $2 million annually by retiring the legacy learning system

•Garnered an internal ROI of 138%

•Reduced by 20 the number of employees needed to support learning administration

•Achieved 90% employee compliance within eight weeks for a required course

“SuccessFactors not only saves us a great deal of money, but also enables us to streamline critical

areas of our business and expand in others.It’s been fantastic.”

Robin Bloomfield, Head of HR Technology, Royal Bank of Canada

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Company: Royal Bank of Canada

Industry: Banking

Employees: 70,000


Learning

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Sun Communities puts talent first with SuccessFactors solutions

Sun Communities is a fully integrated real estate investment trust (REIT) with a portfolio of approximately 68,300 developed sites. The company owns and operates 185 manufactured housing and recreational vehicle communities in 25 states. Established in 1975, Sun Communities became a publicly owned corporation in December 1993 and is listed on the New York Stock Exchange under the symbol SUI.

ChallengeWhen customers walk into a Sun Communities manufactured housing community or RV resort, the first thing they notice is the superior service they receive. The company sees its people as its differentiator from the rest of the industry. That’s why Sun Communities needed to address the following challenges:

•Recruiting and onboarding revolved around paper job applications and manual data entry

•Niche HR systems required too much work to integrate and couldn’t scale to the company’s growth

•HR was spending its time on data management rather than talent management

SolutionSun Communities watched demos and reviewed proposals from several HR software vendors before selecting SuccessFactors. The company implemented an integrated platform that included SuccessFactors Employee Central, Performance & Goals, Succession & Development, Recruiting, Learning, and SAP Jam. Using these modules, Sun Communities was able to:

•Go live at a reasonable cost

•Receive significant product enhancements quarterly, without additional effort

•Eliminate the burden of maintaining and integrating HR software

ResultsSun Communities implemented SuccessFactors and achieved the following business results:

•Made the employee experience seamless from recruitment through career development

•Helped HR identify and develop high-potential talent

•Allowed employees to stay productive on the go through a mobile app

• Increased social collaboration across the workforce

“Employee Central is by far our most flexible HR tool. Whether we’re effective-dating changes,

manipulating that data and moving it into a payroll system, or doing complex calculations, it’s the

number-one resource for our team.”Marc Farrugia, Director of Human Resources, Sun Communities

Company: Sun Communities

Industry: Banking

Employees: 1,650


Employee Central

Learning

Onboarding

Performance & Goals

Recruiting

SAP Jam


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Showcase YOUR company’s successShare your organization’s success with SuccessFactors HR software solutions, either through a written case study or video testimonial.

Let us help highlight your success—contact us at: [email protected]

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v. 04 2014

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Loud in the Cloud: Customer Spotlights

Business

sap erp hcm

entire hiring

performance

successfactors

successfactors

sun communities

baloise group

balanced scorecard