Add Cognitive Insights to transform your CRM into an ...RESOLUTION AUTOMATION CRM Insights OPPORTUNITY SOURCING Cognitive Search INSIGHTS DISCOVERY Customer Success Do more with your

Do more with SalesforceAdd Cognitive Insights to transform your CRM

into an intelligent System

Squirro – © 2017 Nektoon AG Squirro – © 2017 Nektoon AG 32

Table of Content

06 Squirro – Cognitive Insights

10 Squirro & Salesforce

15 Multi-Org Search

21 Technology

25 Success Stories


Leverage SalesforceExecutive Summary

Squirro is a Cognitive Insights Engine delivering AI-driven actionable insights:

CRM Insights

Opportunity Sourcing – topline impact

Cognitive Search

Combine enterprise data with SFDC’s cloud setup

Multi-Org Search

Single view across Salesforce instances

Service Insights

Resolution Automation – cost reduction


01Squirro – Cognitive Insights

Platform

• Squirro is a Cognitive Insights Engine

• Squirro delivers AI-driven actionable insights

Companies trusting Squirro

Solutions

CRM Insights 360° view, Cognitive Search & Lead Generation

ITSM & Customer Support InsightsAnalytics, Self Service & Support Assistant

Investors

Company

• A Swiss company present in USA, Europe & Asia

• USP: AI-driven unstructured data and trend detection

Meet SquirroThe first Enterprise Insights Solution


Solutions4 Solutions for radically simplified Access to Insights

Get a single unified view across all of your Salesforce instances,

in-context, real-time.

Cross-Org search, reporting & analytics

Get automated root cause analysis, service ticket assignment

& auto-resolutions.

+ 50% tickets with same staff

Get an intimate understanding of markets and customers embedded in Salesforce.

Double digit revenue growth

Get real-time concept based insights detection to be applied to

any data set in any industry.

Do-it-Yourself Insights App

Multi-Org Search360° AT A GLANCE

Service InsightsRESOLUTION AUTOMATION

CRM InsightsOPPORTUNITY SOURCING

Cognitive SearchINSIGHTS DISCOVERY

Customer SuccessDo more with your Enterprise Data

Multi-Org Search

Banking on a complete client view to drive opportunities.

Empowering 12,000 Relationship Managers

Service Insights

Transform a cost center into a growth driver.

-30% time to resolution

CRM Insights

Turning data into a competitive advantage.

+32% return on data

Cognitive Search

Timely renewal data and identification of upsell

opportunities.

Cognitive Insights App


02Squirro & Salesforce

Driving Customer Success

DifferentiateHelp customers succeed in the Insights Economy

GrowExpand SFDC coverage by improving business operations

Squirro adds to Salesforce

Next best action recommendations • AI-driven approach tapping into any

company data source• Focus on non-SFDC data –

complementary to Einstein

Connecting the dots• Combine On-Premise data sets with

SFDC’s cloud setup• Cut cloud compliance issues –

Create a system of Insight

ValueInsights Driven Digitalization


Expand

• Add: Cognitive Insights• Grow: Better SFDC usage and

coverage (ex. Investec)• Improve: Business operations

Single customer engagement view

Land

• Combine: Cloud & On-Premise data• Differentiate: Tap into any company

data source• Remove: Circumvent cloud

compliance obstacles

ApproachMake Salesforce the System of Insights

1

2

3

4

In ContextBi-directional integration

Any dataStructured and unstructured data

Concept SearchAutomated cognitive pattern recognition

360º viewFull insights driven view

Event correlationEnrich, relate & correlate any data set

Catalyst detection Identify unknown events

Visualization Easy dashboard configuration

Trend detectionPredictive Insights (7, 8 not shown)

5

6

7

8

On Prem


03Multi-Org Search


Siloed to ConnectedAn elegant solution for Multi-Instance Salesforce Setups

Problem

• Growth and M&A has lead to multiple separate instances (Multi-Org)

• No way to link or relate data• No holistic view or collaboration

Solution

• Squirro links data from multiple Orgs & functions

• 360º view: accounts, opportunities, etc.

• Power search capabilities across data

Business ValueActionable Customer Insights across multiple Orgs

• Single customer engagement view• Search across all Orgs• Cross-Org reporting & analytics• Cross-Org Chatter

• Better customer insights• Eliminate lengthy knowledge

gathering• Increase ROI by leveraging all the

data

Sales - Sales Orgs

• Connect multiple Sales instances• Get a 360º view across multiple

lines of business

Sales - Service Orgs

• Connect Sales and Service instances

• Deliver a unified engagement view on the customer engagement


Sales - Sales ORGsDeliver a Customer 360º View

• Connect two or multiple Sales instances• Get a 360º view across multiple lines of business

Features

• Unified related object view• Interactive Dashboards

• In-Context display of Customers (Leads, Accounts, Contacts, Opportunities)• Multi-Cloud Chatter Integration

• Power Search including• Type Ahead Search• Topic & Facet Search

• Connect Sales and Service instances• Deliver a unified engagement view on the customer engagement

Features

• Unified related object view• Interactive Dashboards

• In-Context display of Customers (Leads, Accounts, Contacts, Service Incidents)

• Multi-Cloud Chatter Integration • Power Search including

• Type Ahead Search• Topic & Facet Search

Sales - Service ORGsGet a full Customer Engagement View


04Technology


Connecting the DotsAI-driven unstructured Data Analytics

Search4th generation search

PredictiveAnomaly & trend

detection

CognitiveApplied pragmatic AI

VisualizationData accessible

for anyone

AnalyticsExtract relevant insights

Digital AssistantActionable

recommendations

Squirro TrinityA pragmatic AI platform to empower the citizen data scientists


05Success Stories


Total Client ExposureCustomer Insights

>10’000 Client relationship executives are using the system

undisclosedSignificant net new revenue contribution because of better client retention and opportunity conversion

<3 monthsFor full implementation on site including connecting the different enterprise systems

Solution

Squirro provides a unified view on the client exposure toward the bank with data coming from 19+ CRMs plus a number of other enterprise systems.

Any user has directly integrated in their CRM, an efficient AI-driven search with full type ahead. The solution surfaces added dimensions for opportunity discovery, interaction patterns and line of business exposure.

Goal

Post M&A activity the bank struggled to provide to its client relationship managers a comprehensive view on the full exposure the bank has with the client. The goal was to provide a comprehensive view of all activities.

12,000 relationship managers, 19 CRMS, 20 lines of business. One unified client view thanks to Squirro Cognitive Search.

Web:

squirro.com/cognitive-search

Turning Data into a Competitive Advantage Customer Insights

>200 Client Group Leads, Research analysts and Asset Managers benefit from using Squirro

32%Return on data by providing an embedded client intelligence view in real-time

<12 weeksTo deliver first fully functioning solution integrated into the customer’s CRM system

Solution

Squirro aggregates data from premium and public data providers.

Leveraging Squirro’s Cognitive Insights technology a client relationship manager gets the most relevant information on fund managers, personnel and mandate changes.

The solution is integrated in the existing CRM, thus reducing cost and ramp up time.

Goal

Developing an intimate knowledge of markets and customers. Enabling a client relationship manager to access critical business insights on topics such as ‘Fund Coverage’, ‘Personnel Changes’, ‘Investment Strategies’.

“Our teams most relevant information comes to them in the form of Squirro Insights - it‘s right there in Salesforce where they need it. That‘s game-changing.”

Lisa Cohen, Investec Asset Management

Web:

info.squirro.com/investec


Transform a Cost Center into a Growth DriverCustomer Insights

>80 Contact center agents deal with >30’000 emails a week, recognizing common patterns and trends

+30%Contact high risk customers to reduce churn with targeted issues, e.g. late filing fines

<8 weeksSelf service setup of churn analytics to bring new insights to existing analytics environment

Solution

Squirro provides an enhanced single 360° customer view for every helpdesk agent. With advanced contextual data analytics, agents can focus on customer service.

Additionally the solution provides comprehensive customer churn analytics and prevention directly integrated in the helpdesk workplace.

Goal

Brookson primarily serves small owner-run businesses. To provide the service efficiently, the company’s service desks needs to deal with 30’000 emails/week.

The main objective was to increase quality of the customer service and identify unmet demand.

“This is a great example of an SME getting very high value, quickly, from an investment in cutting-edge BI Technology.”

Brian Millrine, Strategy Director at Brookson

Web:

info.squirro.com/brookson

Data-Driven proactive Portfolio Recommendations Customer Insights

The daily 3 Each client advisor receives three specific recommendations: Which clients to touch, which events to discuss, which solutions to propose

8% net new revenueMain driver: Better client retention and better opportunity convertion

<3 monthsFor full implementation on site including connecting the different research sources

Solution

The main challenge: Client and market data are in different internal and external data silos and the data is mainly unstructured.

Squirro identifies market triggers in the research. These events are mapped to portfolios and client advisors. The client advisor receives in the morning automated smart recommendations: Which clients to touch about what market events, and which investment solutions to propose.

Goal

The customer is an American multinational investment banking and financial company. Their goal was to make a better use of internal and external market research to drive client recommendations.

Make the Investment Dashboard relevant for it to be next to coffee and checking email - the first activity of any client advisor in the morning.

Web:

squirro.com/customer-insights


Thank you!

Squirro – © 2017 Nektoon AG 32

http://[email protected]@[email protected]

http://squirro.com

mailto:[email protected]



Documents

Add Cognitive Insights to transform your CRM into an ...RESOLUTION AUTOMATION CRM Insights OPPORTUNITY SOURCING Cognitive Search INSIGHTS DISCOVERY Customer Success Do more with your