As a leading player in insurance, our UK client offers a wide range of insurance solutions across different regions. Guided by a customer-first mindset, their solution is tailored to address diverse customers’ needs from protection, pension, savings to investment, and more. Besides, their business has a robust network of over 400 ecosystem partners, spanning various entities, and has established a global presence with over 200 branches and diverse distribution touchpoints.
Project Result
- Product efficiency increased by 30%
- Data security increased by 100%
- Business sales increased by 45%
- Customer satisfaction increased by 85%
Project Challenges
Our clients faced several challenges:
- Inefficient Processes: Manual processes caused much complexity for the teams involved in policy issuance, claims processing, and customer service. Besides, the need for modern interfaces and streamlined processing hindered their customers and brokers from seamlessly conducting their business through online channels.
- Complex policy management: It took lengthy periods to navigate through an outdated website application to accomplish tasks related to managing a diverse portfolio of insurance products with its unique set of rules and requirements. This complexity resulted in slower policy issuance and increased the likelihood of errors.
- Legacy Systems and Siloed Data: Our client struggled with outdated legacy systems with hard-coded and a lack of modern APIs that hindered data accessibility, integration, agility, and responsiveness to market changes. Also, Siloed information across departments led to inefficiencies and delayed decision-making.
- Inadequate Customer Engagement: Customer expectations in the insurance industry were evolving rapidly. They needed a solution to enhance customer engagement, provide self-service options, and deliver a more personalized experience.
Project Solutions
To address these challenges, we implemented Salesforce Vlocity for our client:
- Implemented Vlocity Digital Platform: We provided user-centric digital experiences by implementing Vlocity. Salesforce Vlocity’s industry-specific tools were tailored to the unique requirements of the insurance sector, ensuring a seamless fit for the client’s business processes. Additionally, it provided CRM capabilities to design entire customer journeys from Marketing to Service.
- Digital process: We provided their customers with numerous pre-configured insurance transactions and products using Vlocity Process Library. They can easily design the one that meets their needs using Vlocity’s intuitive drag-and-drop tooling.
- Policy Lifecycle Management: We implemented an end-to-end policy lifecycle to streamline their policy creation, underwriting, and renewal process. Automation reduced manual errors and significantly sped up the policy issuance process.
- Omnichannel Customer Engagement: We empowered our clients to offer seamless interactions to their customers across web, mobile, and other touchpoints.
- Unified Data Model: Using Salesforce Vlocity Insurance, we facilitated the integration of disparate data sources, creating a unified data model that allowed for real-time access through Salesforce administrative screens including Claims, Insured Items, Coverages, Policy Transactions, and more.
- Integration: Vlocity empowers them to streamline their operations, and be a more connected, efficient, and responsive digital ecosystem that lays the foundation for sustained growth and innovation by offering a range of integration tools with low-code/no-code capabilities.
