Defining a global core approach and scope by Salesforce implementation
Challenge
Comerica, a financial service company found difficulties to set up a clear operating model for common processes, including design approach, global opportunity pipeline and account management across the enterprise. In addition, there was no centralized governance and support structure. Because of the lack of a customer hierarchy and a data quality plan to improve customer data, sales targeting, cross-sell and revenue growth, and the lack of an open data sharing model, they couldn’t improve the sales process and so the future growth and global expansion.
Solution
Together with Comerica PwC completed a solution design assessment of the current Salesforce organization, future state recommendations and a plan for a roadmap. We also designed a ‘global core’ and a single Salesforce configuration, based on common business processes for all lines of business. By returning to the core Salesforce functionality we reduced customization that included designing for mobile.
In addition, we recommended a simplified data sales hierarchy system, a decoupling of account creation and KYC process outside of SDFC. We also defined a centralized Governance and Organizational Support Structure strategy and a training and adoption roadmap for global roll-out.
Results
PwC defined a global core approach and scope of the CRM footprint and deployment roadmap to support consistency for global sales operations. We also centralized a global governance and support structure to drive growth, improve the client experience and business growth by defining common processes enabled by a common platform.
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