communication dna salesforce solution - june 2015

Communication DNA®

Relationship Integration for

Client Experience Operations using Sales Force CRM

2 Copyright © 2001-2015 DNA Behavior International

Know Engage Grow…

for Building Sustainable Performance

Do You have the Processes, Systems and Scripts to Provide

Customized Experiences for Different Field Operations and Home Office Employee Styles?

Differentiating Field Office Operations and Home Office Experience


Typical– Current State Challenges

•  Field Opera3ons have different methods of communica3on coming at them in different forms/methods

•  No behavioral insight to assist the Home office team in matching the communica3on preferences of the growing Field Opera3ons team

•  Home office team may or may not connect with the Field Opera3ons on their terms resul3ng in a undesired outcomes, thereby reducing effec3veness and produc3vity

The Current Paradigm Lack of Behavioral Insight

The Home office team does not know how to communicate with the Field Operations on their terms.

? ? ? ?

CFA Company Team

Default Communication and Service Styles Accuracy = 1 in 4


End-State Enhanced Relationship Transformation

•  Salesforce becomes a Customer Experience applica3on that enables communica3on preference approaches for every member of the Home Office team that interfaces with the Field Opera3ons

•  Communica3on DNA Enhances the produc3vity by reducing repeat calls, transac3ons and effec3vely grow the Operators’ businesses (research shows a 23% Opera*ng Cash Flow upli6)

•  Assists the Home office in iden3fying the right communica3on messages every 3me

Paradigm Power of Behavioral Insight

Company Reps

The Home office team knows the unique personality and communication preferences of each Field Operations Office.

Team Communicates with and Serves Field Operations on their terms 1:1

Matching Behavior Preferences Messaging

Needs ● Values ● Opportunities ● Solutions ● Results


DNA Behavior International Major Clients Some companies worldwide using our DNA Behavior solutions include:

DNA Behavior Resources Email: [email protected] Solutions Integration 770-274-0311 Extension 703 www.communicationdna.com


Appendix – About Communication DNA

Communication DNA Discovery uncovers your natural preferences for how you wish to be communicated with by others. This is powerful information for you to know and also for others to know in building personal and business relationships based on greater trust and knowing what is important. For different people interacting such as couples, families, business partners, teams, client service or any other person in a relationship, the Communication DNA Discovery Process helps to highlight the differences and provide a pathway for communicating on each other's terms.

Communication DNA Report

Communication DNA Insights Include: •  Natural communication style

•  Preferences when communicating with others

•  Life needs

•  Information requirement


How it Starts Our turn-key online relationship system seamlessly connects the preferences of your clients and prospects to the right

employees and solutions via your website or intranet and SalesForce CRM.

Business Website /

Integrated with Your Business Processes for

Customer Intake

Customer/ Prospect

Connects to Your

Business

Help Your Employees to:

• Tailor their Communications

• Provide Customized Offerings

Online DNA

Discovery Completion

Data Export from DNA Systems

Online,

Meeting, Service

Application

Your Salesforce CRM

Employees access the DNA data through your technology tools

Employees

DNA Discovery System

Appendix - Relationship Integration with customized messaging


Appendix - DNA Behavior International Company Values

1.  Investing in and Building Great Relationships

2.  Living as Individuals and as a Company with Meaning and Purpose

3.  Providing Wisdom and Insight 4.  Reliable and Trustworthy

Execution 5.  Fairness and Transparency 6.  Delivering Innovative Solutions

Committed to:

communication dna salesforce solution - june 2015

Services

dna behavior solutions

communication preferences

dna behavior resources

field office operations

field operations office

home office team

different field operations

home office experience