Salesforce helps KPMG use data to create personalized experiences for our clients and exceptional ways of working for our people.
Featured at World Tour NYC 2023, KPMG successfully embarked on a front office transformation journey using Salesforce.
KPMG is now proactive — not reactive — when it comes to engaging clients, thanks to a single source of sales data. See how Salesforce helps KPMG use the data to create personalized experiences for our clients and exceptional ways of working for our people.
Laura Newinski, COO & Deputy Chair, KPMG US (Speaker 1)
Paul Knopp, Chair & CEO, KPMG US (Speaker 2)
Priya Emmanuel, Partner, Front Office Transformation, KPMG US (Speaker 3)
Speaker 1 (Laura)
What we knew we needed to get done was to transform how we integrate our capabilities to solve even deeper, even harder, even more complex issues for our clients. Salesforce was there with deep capabilities to be able to help us really find our path around our front office transformation.
Speaker 2 (Paul)
KPMG is one of the largest professional services organizations in the world. We have services that consist of audit, tax and advisory.
Speaker 1 (Laura)
We operate in 140 countries, 200,000 people strong across the world.
Speaker 2 (Paul)
We want all of our partners and our people to be delivering the full suite of our services to our clients. We call it one KPMG. Our systems were siloed, and we had a lot of our customer data and information in different places.
Speaker 3 (Priya)
We figured that there’s a better to way to do this.
Speaker 2 (Paul)
We decided to set off in 2020 on a journey to ensure that we have a front office that was fit for a more modern future.
Speaker 3 (Priya)
We turned to Salesforce Professional Services to work with us. We needed a system that really allowed us to do the kind of things that we wanted to do. Salesforce had that in spades.
Speaker 1 (Laura)
KPMG Engage powered by Salesforce, was the way to bring all of that together and deliver it to our people. Our new CRM, it allows us to better serve our clients with richer information and provide better experiences for our partners and our people. The stories that we heard from people engaging were really critical to its 95% uptake.
Speaker 3 (Priya)
This is a system that I use every day because this helps people like me really do the right thing by our clients.
Speaker 1 (Laura)
The way we’ve been able to use this single source of truth to now reach them with all the right information at the right time and in a really personalized way. That’s been a new thing for KPMG.
Speaker 2 (Paul)
As we look into the rich important data that we capture within Salesforce Technology, we think that we’re going to be more successful in the future in meeting our clients’ most complex needs.
Speaker 3 (Priya)
Using Einstein for Developers has really helped our team pilot how we develop code faster. AI is going to be critical for us in our services industry.
Speaker 2 (Paul)
You absolutely have to have the very best data to ensure that we capture and understand what our client’s needs are.
Speaker 3 (Priya)
We have multiple member firms, marketing solutions and data solutions. Bringing all of this together would take the power of Data Cloud.
Speaker 1 (Laura)
The kind of work that Salesforce is doing with Einstein and Data Cloud is all about building trust and having trust in the data.
Speaker 3 (Priya)
Our transformation has not just helped us. It has helped our clients. We are able to get them insights faster. We are able to help them figure out their challenges, where to grow and how to do it really well.
Speaker 2 (Paul)
Without the technology that we have now, we were reacting to opportunities. Where now, we can bring all of KPMG’s capabilities to our clients. And it’s been amazing to witness that transformation.
