1.
The Future of Banking Powered
by Salesforce

2.
Human
Experiences

3.
3
Experience
matters.
More than ever the experience we provide is
playing a leading role in why customers are
choosing and staying with their Banks
What is important to SME customers?
We recently did a study on what was most important to Small Business Customer when it
came to them when it comes to accessing lend
Certainty of outcome
Having confidence that at the end of the process they will get access to the funds they
need.
Time to cash
How quickly can they get through the process and he the funds into their their account.
Transparency
Customer what a clear and honest view of the process and progress with in that process.
Price
Consistent came in 4th in terms of customer priorities

4.
4
Everything is
branding.
If you’re a contact lens company,
comfort is branding.
So is packaging, research and development, and the
rewards program.
If you’re a hotel chain,
thread count is branding.
So is hold music, reservation systems, and real-
time content.
If you’re a retailer, inventory
management is branding.
So is the loyalty program, longform
video and mobile app design.
If you’re a Bank, splitting a bill is
branding.
So is account opening, helping a victim of fraud,
replacing a lost card.

5.
5
How we help a victim of fraud
Lost card on a night out
Help a small business access
funds
Powering the
customer experience
with a great
employee experience.

6.
6
Experience
Brand innovation, content, and connected experiences are more important than ever.
Creativity is a behavior, not a tool, and it must be practiced by the whole organization,
not just one department. That’s why we infuse creative thinking, perspectives and
services into everything we do to challenge expectations and solve the right problems for
our clients and their customers.
Means of Manufacture
We have moved to a new means of manufacture. New tools, technologies and ways of
work have change the way we can imagine, deliver and run services for our customers.
Trends like cloud, devOps, analytics and AI when leveraged correctly have shown
significant improvements in the speed and quality of how we evolve our services and the
happiness and productivity of our people

7.
The age of digital

8.
What do we do?
And how can Saleforce help

9.
9
Doing it Together
The goal is to address both of these challenges together.
It’s not about separate teams trying to fix their siloed
challenges
It’s about putting in place an architecture that supports how
your teams want to work
Addressing the data challenge so we understand more about
our customers
Giving our employees the tools they need to improve
customer services

10.
10
Technology Enablers Technology
Functions
Our Digital Banking Platform
The Deloitte Digital Banking Platform is our ready-to-install platform and toolkit that leverages Deloitte’s assets, ecosystem and alliances to provide the
building blocks that accelerate delivery through to a first production release. It forms the foundations for Deloitte’s range of products and services.
1. Data Catalogue
3. Workflow
4. Analytics & Marketing
5. Integration
2. API Gateway
10. Operational Alerts
8. Entitlement Framework
7. Event Driven Architecture
9. Identity
6. Open Platform
Organisation
Enablers
11. Onboarding
12. Core Banking System
13. Cards & Payments
14. Customer Engagement
15. Insight
16. Customer Notifications
17. Delivery methodology
18. Agile reporting templates
19. Epics and User Stories
20. Artefact templates
Documented as a production system.
Including:
• Architecture and technical designs
• Creative designs, Personas etc.
• Service Blueprints / Op Models

11.
11
Salesforce
Enable Core Banking
Processes through
Salesforce partners eco-
system (loan
origination,…)
Engage with Customers
(feedback, social
interactions, NBA/NBO,
educate,..)
Digitalize Client Interaction
Processes (onboarding,
appointment, digital signature,
cobrowse, chatbot..)
Access a 720°
Customer View (extension of
the Salesforce data model)
Digital Bank
Support Regulatory
Requirements
(MiFID II, Risk Form..)

12.
12

13.
13

14.
14

15.
This publication contains general information only, and none of the member firms of Deloitte
Touche Tohmatsu Limited, its member firms, or their related entities (collective, the
“Deloitte Network”) is, by means of this publication, rendering professional advice or
services. Before making any decision or taking any action that may affect your business, you
should consult a qualified professional adviser. No entity in the Deloitte Network shall be
responsible for any loss whatsoever sustained by any person who relies on this publication.
As used in this document, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte
LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure
of Deloitte USA LLP, Deloitte LLP and their respective subsidiaries. Certain services may not
be available to attest clients under
the rules and regulations of public accounting.
Copyright © 2017 Deloitte Development LLC.
All rights reserved. Member of Deloitte Touche Tohmatsu Limited
Come over and see us.
Mike Robinson
Head of Digital Banking, Deloitte Consulting LLP
Contact: microbinsons@deloitte.com