At the Digital Transformation Summit, we welcomed Michal Kunce, a business development specialist at ČSOB Pojišťovná. What challenges did the Salesforce implementation entail? What benefits did it bring to the sales network? And how to properly motivate users to adopt the new system? Michal revealed this and more in an interview with Mirek Výborný from Enehan.
Michal, you have a magnificent project. How did it all start?
The need to transform the insurance company came gambling data korea from the initiative of the board of directors, where IT and business requirements came together. The main requirements for the new system were ease of use and the availability of functions that would help in business – for example, better analytical tools, reporting, or clarity.
We needed a platform that would not only fully replace the existing information system, but also bring new functionalities that would make the work of salespeople more efficient and simpler. That’s why we decided on Salesforce. Moreover, colleagues in the ČSOB group were already using it, so we were guided by their positive references.
How long did the whole project take and how many people did you allocate to it?
The project lasted a year and the project team consisted of about ten people. There were more people from the business side than from IT. Of course, people from different positions entered the project at different stages. I would say that there is no department in the insurance company that was not involved in the project.
Who is a “classic” Salesforce user in an insurance company? And what functionalities do users appreciate the most?
Salesforce CRM is used by 800 sales representatives in the sales network and about 80 employees in the headquarters. We work in Sales and Service Cloud. A key functionality is, for example, event synchronization between Outlook and CRM. I would also like to mention the recording of a business opportunity with a link to the calendar. Both were groundbreaking for us – suddenly we could monitor the performance of salespeople and the development of individual business cases. The real performance of salespeople subsequently began to demonstrably increase.
The moment we obtain accurate data, we can make the right decisions .
At the beginning you mentioned the need for reporting. What data do traders now have available in reports?
We have created a number of reports. Staying with business opportunities, reports help us manage the entire network, activities and efficiency of salespeople. We can monitor how they schedule meetings with their clients or how they open new opportunities. We have also included a report on verified contracts.
In the previous system, reporting was very limited. Until Salesforce offered us more options for displaying data and sharing it. This opened up new ways for us to provide relevant information to individual salespeople and management. The moment we get accurate data, we can make the right decisions and actions. For example, the activity index helps a lot with this. We calculate it from the number of sales opportunities and the number of meetings.
Can you tell us more about the business opportunity process?
This is one of the most commonly used processes and has have a relationship center with answers to the most frequently asked questions been very successful. Opportunity records map the stage a case is in. The individual stages include, for example, initial calculation, contract draft and finalization.
Only with the advent of Salesforce does a salesperson become a real salesperson.
Do you have a positive experience you would like to highlight?
Previously, salespeople only had a record of the contract and basic reports about their client base. They didn’t have enough information to be more effective. It was only with the advent of Salesforce that a salesperson became a real salesperson.
Personally, I really appreciate that Salesforce is a low code thailand data platform with a great variability of settings. I would also like to mention the possibility of adding a personal note to the client that no one else can see. This is a detail that is extremely important for salespeople. They can keep their business secrets in the system without worrying that anyone else will gain access to them.