Intuit Quicken Creating Seamless Salesforce Experiences During Organisational Change

Customer Experience / Insurance
When Intuit decided to divest their stake in Quicken, they worked with Rightpoint to create a new Salesforce user-experience portal for their Quicken Support team that would increase efficiency for over 500 agents round the world.

Starting with a Strategy

In short, how could the Quicken team separate their customer data from the existing Intuit Salesforce instance, yet continue to support the hundreds of thousands of Quicken customers who relied on their support lines to manage their finances?

To solve this problem (through a Salesforce org split), they reached out to the leading consulting firms in the country and chose Rightpoint to help them tackle the project. We immediately understood the challenge before us. In addition to separating the two Salesforce organisations, we needed to keep several web services operational based on the terms of the technology agreement.

Rightpoint was with them every step of the way. We met with key leadership to develop a business transition plan, completed a split of the two organisations’ Salesforce instances, and trained the core Quicken support team (including planning for training of 800+ support team members) to use the new customer support system.

Work

Managing the maintenance and consistency of web services and processes while ensuring the data never crossed between the two systems was one of the most rewarding challenges our team has solved.

By leveraging advanced Salesforce functionality, with customised integration code and refined dashboards, the two systems work seamlessly, yet independently. We worked hand in hand with Quicken leadership, their internal support teams, and outsourced support vendors to ensure that the new system worked seamlessly from design, configuration and roll-out standpoints. With Rightpoint’s hybrid-agile approach, we were able to deliver the project on time and on budget. With the success of the launch, Rightpoint continues to support Quicken with ongoing system integrations, productivity enhancements, and user-experience innovations. This allows Quicken to focus on their core business and to evolve as a new and independent software leader.

Business Process & Systems Review

The Rightpoint team spent several days on site at Quicken, learning how their service reps used the existing Salesforce system and analysing ways to make them more efficient through the new solution.

Salesforce Org Split

Splitting two organisations in Salesforce is one of the most technical complex data and operational projects in the CRM world. The team at Intuit/Quicken relied on Rightpoint not only to manage the process, but to do it within a matter of months – and all while ensuring business continuity for their 800+ agents across the world.

Implementing the New Salesforce Environment

With the new system live, we began transitioning business processes, moving data, and integrating nearly a dozen external systems, including online chat, customer case escalation flows, security matrices, and secure financial document uploading and file management. The transition went flawlessly and the transition to the new system went flawlessly and allowed for a single-day cut-over across the entire organisation.

Enhancements & Support

With the new system live, Rightpoint continued to meet with Quicken leadership and end-users to further enhance the system and integrate new dashboards – leading to greater efficiencies for their Support team, increased customer satisfaction, and a new tier of support that led to a new revenue stream of over $1,000,000 for Quicken.

Outcomes

The successful deployment of Intuit & Quicken’s org split represented one of the most technical projects ever attempted in Salesforce. With key communications and development tasks well defined, we were able to deliver incredible results, including:
90%
Decrease in long-term cost reductions.
75%
Increase in phone call efficiency.
95%
Increase in traffic.

Our Contributions

Capability

  • CRM Consulting
  • Data and Analytics Strategy
  • Software Engineering

Technology

  • Salesforce