The team decided on an innovative suite of solutions—including an enterprise sales, service and marketing transformation—that would deliver the digital capabilities that Pacific Life needed to build relationships and strengthen interactions with their customer and advisor base. The ultimate solution that Pacific Life adopted was built around the Salesforce Financial Services Cloud, but also included Marketing Cloud, CRM Analytics, MuleSoft, and additional Salesforce ecosystem products.
Educating the team at Pacific Life on how to use and get the most out of these new technology tools was integral to success. Accenture helped to establish a Center of Excellence (COE) operating model that instantiated program roles (such as scrum masters and product owners), program structure, agile training, delivery methodology, cadences and routines.
The last step was creating a transformation roadmap that detailed the sequence of releases across multiple divisions and across sales, service and marketing. A global delivery model allowed the team to deliver capabilities, in alignment with the roadmap, through a series of sprints.