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Use case

REVAMPING THE SERVICE CAPABILITIES FOR AN INSURANCE COMPANY
CUSTOMER PROFILE:
  • Industry: Financial Services – Insurance
  • A wholly-owned subsidiary of the oldest Canadian insurance company
  • A market leader in insurance and financial solutions
  • Headquarters: Potters Bar, Hertfordshire, UK
  • Brand Presence: United States, Canada, United Kingdom, Germany
  • Employees: 100+
CHALLENGES
  • Lack of integration and communication between existing solutions
  • Lack of complete visibility of customer data
  • Scattered data across many locations and systems
  • Inefficient data management and duplicate records
OBJECTIVES
  • Obtain a unified view of customer data and leverage it to deliver an exceptional experience
  • Improve service capabilities and provide efficient support to partners and clients faster
  • Align processes and streamline the unified experience across systems
SOLUTION
  • Performed an audit and recommended enhancements to the company’s existing Salesforce Service, Sales, and Marketing Clouds
  • Integrated Service Cloud with the company’s existing financial systems and created a connected cloud environment that enables direct multi-cloud communication and bi-directional sync between the systems
  • Shared best practices for deployments and data quality to help the insurance company leverage the robust capabilities of Salesforce clouds
RESULTS

The insurance company gained a unified view of customer data and leverages it to deliver an exceptional customer experience. The company improved its service capabilities and is now well-positioned to provide efficient support to partners and clients faster.

TECH STACK
SF service cloud
SF sales cloud
SF marketing cloud
THIS SOLUTION MAY BE RIGHT FOR YOU IF YOU:
  • Lack a centralized, comprehensive view of customer data
  • Rely mostly on manual case resolution and want to automate this process
  • Want to streamline customer service and support
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