Integration Services
Business Consulting & Advisory
AI Solutions
AppExchange Development
Tailored Salesforce Engineering
Managed Services
ImplementationClient: Leading US Property & Casualty (P&C) Automobile Insurer
Industry: Insurance
Geography: United States
The Challenge: The client relied on a legacy system for lead management and agency onboarding that involved manual workflows, fragmented data, and limited reporting capabilities. The onboarding experience was slow, communication between stakeholders was inefficient, and business-critical information was scattered across multiple systems.
What Was Needed: The insurer needed a modern, centralized platform to streamline lead management, simplify agency and agent onboarding, improve reporting, and create a single source of truth for operational data.
Technology Enablement: Salesforce Agentforce Sales (formerly Sales Cloud), Salesforce Lightning Experience, legacy system modernization, AS400 integration, centralized data management, workflow automation, reporting dashboards, and mobile accessibility.
Business Outcomes: A simplified onboarding journey, centralized business data, faster lead processing, improved reporting, and a more intuitive user experience for internal teams.
Measurable Impact: The organization reduced onboarding complexity, improved operational visibility through real-time dashboards, strengthened collaboration across teams, and established Salesforce as the central platform for managing agency and agent relationships.
The Challenge
Legacy Processes Were Slowing Agent Onboarding and Lead Management
The client had ambitious plans to improve the way agencies and agents were onboarded. However, the existing legacy platform made the process unnecessarily complex.
Onboarding involved multiple manual steps, disconnected communication channels, and workflows that were difficult for users to navigate. This resulted in delays throughout the onboarding journey and increased administrative effort.
Business data presented another challenge. Agency information, agent records, and financial data were stored across different systems, making it difficult to maintain accurate records or establish a single source of truth.
Reporting was equally limited. Most business reports were created manually using spreadsheets, restricting visibility into operational performance and making data-driven decision-making difficult.
Why change now: As the business continued to grow, the insurer needed a scalable platform that could streamline onboarding, centralize information, and provide better operational insights without relying on legacy systems.
Business Objective
The client identified several priorities to modernize its lead management and onboarding operations.
- Simplify the agency and agent onboarding experience.
- Replace the legacy onboarding platform with Salesforce.
- Centralize business-critical data within a single platform.
- Improve communication throughout the onboarding lifecycle.
- Enhance reporting with interactive dashboards and real-time insights.
- Build a scalable platform that supports future enhancements.
The Solution
Modernizing Lead Management with Salesforce Agentforce Sales and Lightning
Achieva partnered with the client to replace the legacy onboarding platform with Salesforce Agentforce Sales and Salesforce Lightning Experience.
The implementation focused on redesigning the complete agency and agent onboarding lifecycle, from lead capture through onboarding completion, within Salesforce. Custom configurations ensured the platform aligned with the client’s business processes while providing a significantly more intuitive experience for users.
To improve accessibility, the solution was built using Salesforce Lightning Experience, allowing users to work efficiently across desktops, tablets, and mobile devices.
The engagement also included real-time integration with the client’s existing AS400 environment. This ensured information remained synchronized across both systems while minimizing disruption to ongoing business operations.
Salesforce became the organization’s centralized repository for agency, agent, and financial information, giving teams reliable access to current and historical business data from a single platform.
The implementation was further supported by optimized code coverage and configurable deployment practices, enabling future enhancements and releases to be delivered more efficiently.
Key Services Provided and What They Enabled
- Salesforce Agentforce Sales implementation
Digitized the complete lead management and agency onboarding journey within a single Salesforce environment.
- Salesforce Lightning Experience deployment
Delivered a modern, responsive interface that improved usability across desktop and mobile devices.
- Real-time AS400 integration
Kept data synchronized across Salesforce and the existing enterprise system, ensuring information remained accurate and up to date.
- Centralized data management
Consolidated agency, agent, and financial information into a single source of truth for better operational visibility.
- Reporting dashboards and analytics
Provided interactive dashboards and reporting capabilities that replaced spreadsheet-based reporting with real-time business insights.
- Scalable Salesforce architecture
Established an optimized Salesforce environment that simplified future deployments, upgrades, and ongoing enhancements.
Business Impact
The Salesforce implementation transformed how the insurer managed lead intake and agent onboarding.
Onboarding became more structured and easier to manage, reducing manual effort while improving collaboration across teams.
Centralized business data gave employees faster access to agency, agent, and financial information, improving operational efficiency and reducing dependency on multiple systems.
Interactive dashboards replaced spreadsheet-driven reporting, providing greater visibility into business performance and supporting more informed decision-making.
The Lightning Experience improved usability across devices, enabling employees to work more efficiently regardless of where they accessed the platform.
The scalable Salesforce foundation also positioned the organization to support future business growth without the limitations of its legacy environment.
The Bottom Line
By modernizing lead management and onboarding on Salesforce Agentforce Sales and Lightning Experience, the insurer established a more efficient, connected, and scalable operating model.
The organization can now:
- Streamline agency and agent onboarding through standardized Salesforce workflows.
- Manage lead and onboarding data from a centralized platform.
- Access real-time dashboards for improved operational visibility.
- Synchronize information seamlessly with existing enterprise systems.
- Deliver a better user experience across desktop and mobile devices.
- Support future business growth on a scalable Salesforce platform.