2012 Winner Profile

Huntington National Bank

Project Description:
With 8,200 users and multiple lines of business, Huntington Banks goal was to assemble all customer data into one cloud-based platform to create a more consistent customer experience, facilitate cross-selling, and reduce training, licensing and maintenance costs. The company implemented Sales Cloud and Service Cloud, and replaced its multiple CRM systems, including some manual ones, with Salesforce. With everyone on the same system, cross-sales are up: Theres an 8 percent increase in households with four or more Huntington products. Customer retention and acquisition has grown 18 percent in the past two years, and IT costs are down. Users have a holistic view of each customer they interact with. Perhaps thats why Huntington was named the best regional bank in the Midwest by Money magazine in 2011.
Project type:
Business Process Management, Cloud Computing Services or Software as a Service (SaaS), Customer Service or Customer Relationship Management (CRM)
Business Functions:
Marketing, Sales, Customer Service and Support
Business Goal:
Strategic Impact or Competitive Advantage
Zahid Afzal, Senior EVP & CIO
Stephen D. Steinour, Chairman, President & CEO
Columbus, Ohio
Financial Services (e.g. Banking, Broker or Dealers, Exchanges)
Revenue (2011):
$542 million
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