Click any stakeholder card to see what matters to them and how to engage
Stakeholder Influence Map
Executive sponsors
Business champions
Technical evaluators
Procurement
Implementation partner
Salesforce Account Executive
Deal owner & orchestrator — click to explore
Executive
Sponsors
Sponsors
CIO / CTO
Tech strategy + infra
↗
CEO / MD
ROI + competitive edge
↗
CFO
Cost justification + TCO
↗
CRO / Compliance
Data + regulatory risk
↗
Business
Champions
Champions
Head of Retail Banking
Sales Cloud champion
↗
Customer Service Director
Service Cloud champion
↗
Relationship Managers
End users, pain owners
↗
Ops Manager
Process + workflow
↗
Technical
Evaluators
Evaluators
IT Director
Integration + security
↗
Enterprise Architect
Core banking integration
↗
Cybersecurity Lead
Data governance + Shield
↗
DPO / Legal
NDPR / data residency
↗
Procurement
Procurement Lead
Contract + commercial
↗
Vendor Management
SLA + licensing terms
↗
SI Partner
SI Partner Principal
Delivery credibility
↗
Solution Architect (SI)
POC design + scoping
↗
Banking Industry SME
FSC configuration insight
↗
Change Management Lead
Adoption risk
↗
Select any stakeholder above
to explore their priorities and engagement strategy.
Track A
Service Cloud — Complaint & Case Management
Evaluators: Customer Service Director, IT Director, CRO
▶
POC Scenarios (3)
Scenario 1 — Card dispute
Customer calls branch. Agent opens case, logs details via omni-channel, routes to back-office, tracks SLA timer. Case resolves within CBN 72hr window. CSAT survey auto-triggers.
Scenario 2 — Loan complaint escalation
Complex complaint breaches SLA threshold. System auto-escalates to Customer Service Director. Audit trail captures every action. CBN report is generated.
Scenario 3 — Knowledge base deflection
Agent types complaint keyword. Knowledge article surfaces matching resolution. Case closed in under 4 minutes. Agent productivity metric captured.
Stakeholders in the Room
Customer Service Director — primary evaluator, approves scenarios
2–3 frontline service agents — hands-on users, their buy-in matters
CRO / Compliance — observes CBN reporting output
IT Director — validates security and SSO integration
SI Banking SME — leads the demo configuration
SI Solution Architect — handles integration demonstration
Modules Demonstrated
Service Cloud — Case Management
Omni-Channel Routing
SLA Engine + Escalation Rules
Knowledge Base
CBN Complaint Reporting Dashboard
Shield — Event Monitoring
Success Criteria
Case opened, routed, and resolved within simulated SLA window with full audit trail visible
CBN-format complaint report generated from live POC data in under 2 minutes
Knowledge article deflection demonstrated with measurable time reduction
Customer Service Director confirms scenarios match real bank pain points
CRO signs off that data governance and audit trail meets regulatory standard
Service agents rate ease-of-use at 4/5 or above in post-demo survey
Track B
Sales Cloud / FSC — Relationship Manager Workflow
Evaluators: Head of Retail Banking, Relationship Managers, Enterprise Architect
▶
POC Scenarios (3)
Scenario 1 — New corporate client onboarding
RM creates a new household record, links financial accounts, logs first meeting via mobile app, sets follow-up action plan. Full activity timeline visible to manager.
Scenario 2 — Opportunity pipeline management
RM converts a referral to an opportunity, tracks it through stages, forecasts close date. Manager views pipeline dashboard in real time without calling the RM.
Scenario 3 — Cross-sell identification
Einstein surfaces a cross-sell recommendation based on client profile. RM reviews, logs action, outcome tracked. Branch manager views cross-sell conversion rate report.
Stakeholders in the Room
Head of Retail Banking — primary evaluator, co-designed scenarios
2–3 Relationship Managers — hands-on during Scenario 1 mobile demo
CIO — observes integration architecture demonstration
Enterprise Architect — evaluates data model + core banking API callout
SI Banking SME — presents FSC household model
SI Integration Architect — demonstrates core banking API connection
Modules Demonstrated
Financial Services Cloud — Households
FSC — Financial Accounts + Referrals
Sales Cloud — Opportunity Management
Salesforce Mobile App
Einstein Cross-sell Recommendations
Core Banking API Integration (live callout)
Success Criteria
RM logs a client meeting on mobile in under 90 seconds — confirmed by the RMs in the room
Head of Retail confirms pipeline dashboard replaces current manual weekly report
Live API callout returns account balance data from sandbox core banking system
Enterprise Architect confirms proposed integration pattern is technically feasible
RMs rate the system easier to use than their current tool (net positive sentiment)
Cross-sell scenario prompts discussion of at least 2 real product opportunities
Timeline
3-Week POC Execution Schedule
Both tracks run in parallel. Debrief in Week 4.
▶
Week 1 — Setup
Sandbox provisioning
SSO configuration
Core banking API sandbox access
Data model mapping workshop with EA
Scenario sign-off with CS Director + Head of Retail
SSO configuration
Core banking API sandbox access
Data model mapping workshop with EA
Scenario sign-off with CS Director + Head of Retail
Week 2 — Track A Demo
Service Cloud scenarios 1–3
CRO compliance review session
Shield + Event Monitoring demo
CBN report output review
Agent hands-on session (2 hrs)
CRO compliance review session
Shield + Event Monitoring demo
CBN report output review
Agent hands-on session (2 hrs)
Week 3 — Track B Demo
FSC household model walkthrough
RM mobile hands-on session
Live core banking API callout
Pipeline dashboard review with management
Einstein cross-sell scenario
RM mobile hands-on session
Live core banking API callout
Pipeline dashboard review with management
Einstein cross-sell scenario
Week 4 — Debrief
Executive readout (CIO + CEO + CFO)
Success criteria scorecard presented
Implementation proposal tabled
Commercial discussion initiated
Mutual success plan agreed
Success criteria scorecard presented
Implementation proposal tabled
Commercial discussion initiated
Mutual success plan agreed
Deal health score
0 / 100
Fill in stakeholder statuses to calculate
Executive Sponsors
C-Suite
| Stakeholder | Status | Engaged | Next Action |
|---|---|---|---|
CIO / CTO Tech strategy + infra |
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CEO / MD ROI + competitive edge |
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CFO Cost justification + TCO |
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CRO / Compliance Data + regulatory risk |
Business Champions
Daily Users
| Stakeholder | Status | Engaged | Next Action |
|---|---|---|---|
Head of Retail Banking Sales Cloud champion |
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Customer Service Director Service Cloud champion |
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Relationship Managers End users + pain owners |
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Ops Manager Process + workflow |
Technical Evaluators
Gatekeepers
| Stakeholder | Status | Engaged | Next Action |
|---|---|---|---|
IT Director Integration + security |
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Enterprise Architect Core banking integration |
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Cybersecurity Lead Data governance + Shield |
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DPO / Legal NDPR / data residency |
Procurement & Partner
Commercial
| Stakeholder | Status | Engaged | Next Action |
|---|---|---|---|
Procurement Lead Contract + commercial |
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Vendor Management SLA + licensing terms |
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SI Partner Principal Delivery credibility |