LOUD IN THE CLOUD. Customer Spotlights: Banking/Insurance

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1 LOUD IN THE CLOUD Customer Spotlights: Banking/Insurance Vol.1 August 2014

2 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 Sun Communities: Sun Communities puts talent first with SuccessFactors Employees: 1,650 l Banking... 9 Customer communities Showcase YOUR company s success... 11

3 Intro Enhance 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 highperforming 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. 1

4 Customer quotes 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 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 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 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 2

5 Company: Baloise Group Industry: Insurance Employees: 8,800 SuccessFactors Solutions: Compensation Performance & Goals Succession & Development 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. Challenge Even 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 Solution In 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 Results Baloise 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 3

6 Company: Blue Cross and Blue Shield of Florida (BCBSF) Industry: Insurance Employees: 6,700 SuccessFactors Solutions: Workforce Analytics Workforce Reporting 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. Challenge For 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 Solution BCBSF 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 Results With 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 4

7 Company: Butterfield Bank (Cayman) Industry: Banking Employees: 1,300 SuccessFactors Solutions: Compensation Learning Performance & Goals Succession & Development SuccessFactors helps Butterfield Bank align performance and goals The Bank of N.T. Butterfield and Sons was founded in Bermuda in 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. Challenge Performance 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. Solution Butterfield 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 Results Butterfield 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 5

8 Company: DZ Bank AG Industry: Banking Employees: 4,000 SuccessFactors Solutions: Performance & Goals Recruiting Management 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. Challenge DZ 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. Solution DZ 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 Results DZ 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 6

9 Company: New York Life Industry: Insurance Employees: 12,650 SuccessFactors Solutions: Learning Performance & Goals Succession & Development 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. Challenge The 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 Solution New 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 Results New 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 7

10 Company: Pioneer Investments Industry: Banking Employees: 2,000 SuccessFactors Solutions: Compensation Employee Central Performance & Goals Succession & Development 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. Challenge In 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 Solution Pioneer 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 8

11 Company: Sun Communities Industry: Banking Employees: 1,650 SuccessFactors Solutions: Employee Central Learning Onboarding Performance & Goals Recruiting SAP Jam Succession & Development 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. Challenge When 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 Solution Sun 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 Results Sun 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 9

12 Join us! You are invited to join one of our social networks, special interest groups, and global and regional user group councils! SuccessFactors Community It s your place to connect with more than 22,000 peers and SuccessFactors product experts, get new release information, submit ideas, and discuss what s important to you. Whether you have been with SuccessFactors for years or are just joining our family of customers, you will find the community to be full of great resources for everything you need to know to succeed. To get started, go to Customer user groups SuccessFactors provides support for industry and regional user groups around the world along with a global customer advisory board. User groups are supported locally and on the SuccessFactors Community. You are invited to participate: Value & Innovation in Practice (VIP) The SuccessFactors Value & Innovation in Practice (VIP) program is a series of events focused on critical business execution topics and designed to maximize the value of your investments in our solutions. To learn more about the program, please send an to SFSFVIP@sap.com To learn more about our customer programs, please contact your sales representative or send an to reference@successfactors.com 10

13 Showcase YOUR company s success Share 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: reference@successfactors.com 11

14 About SuccessFactors SuccessFactors is the leading provider of cloud-based HCM software, which delivers business results through solutions that are complete, beautiful, and flexible enough to start anywhere and go everywhere. SuccessFactors customers represent organizations of all sizes across a wide range of industries. With more than 20 million subscribers globally, we strive to delight our customers by delivering innovative solutions, content and analytics, process expertise, and best practices insights from across our broad and diverse customer base. SuccessFactors solutions are supported by a global partner ecosystem and the experience and commitment of SAP SuccessFactors, Inc. All rights reserved. SuccessFactors Global Headquarters One Tower Plaza South San Francisco, TOLL FREE PHONE FAX EMEA APAC No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SuccessFactors. The information contained herein may be changed without prior notice. Some software products marketed by SuccessFactors and its distributors contain proprietary software components of other software vendors. These materials are subject to change without notice. These materials are provided by SuccessFactors and its affiliated companies for informational purposes only, without representation or warranty of any kind, and SuccessFactors shall not be liable for errors or omissions with respect to the materials. The only warranties for SuccessFactors products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SuccessFactors products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SuccessFactors Inc. (and SAP) in the United States and other countries. v