With Salesforce CRM, Thrivent Financial for Lutherans will Improve Customer Experience while Increasing Financial Representative Productivity and Retention

Challenge

• Thrivent Financial for Lutherans, a Fortune 500 financial services membership organization with nearly 3 million members, needed better visibility into client interactions.
• The company lacked a central repository for client interaction information. Thrivent Financial representatives logged transactions with clients and prospects using a Windows-based contact management application.
• The on-premise software required ongoing IT maintenance and upgrades.
• The company required an easy-to use, Web-based solution. Other criteria included high availability and the ability to customize.

Solution

• After evaluating other leading CRM offerings, Thrivent Financial selected Salesforce CRM for its ease of implementation, flexibility, and functionality.
• Thrivent Financial will be deploying Salesforce CRM Unlimited Edition for almost 5,000 users with help from salesforce.com’s Salesforce.com Consulting.
• Integration of the company’s sales and service applications will allow financial representatives to access all relevant data from Salesforce CRM. Salesforce.com partner Deloitte Consulting is partnering with Thrivent Financial on the integration.
• The company also plans to integrate Salesforce CRM with it corporate email system to sync email and calendars.

Results

• Salesforce CRM’s cloud-computing model eliminates time-consuming upgrades and maintenance, allowing IT to focus on strategic projects.
• With a complete view of client interactions, Thrivent Financial field leaders will be able to provide more tailored, proactive feedback to new financial representatives.
• Customizations and applications downloaded from the AppExchange marketplace will give Thrivent Financial the option to extend Salesforce CRM beyond CRM.