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ImplementationClient: Health Insurance Provider
Industry: Insurance, Health Insurance
Geography: United States
The Challenge: Sales ran across multiple disconnected applications, so there was no single view of the customer. Reps switched between windows to find plan details, lacked real-time customer history in one place, and had no way to capture sales effort. Leadership received limited reporting, and disconnected systems made claims management difficult.
What Was Needed: One Salesforce platform to bring customer data, sales activity, quotes, and claims together, with migrated legacy data, a customer-facing way to view and select plans, and dashboards giving leadership a holistic view.
Technology Enablement: Custom Salesforce CRM implementation, centralized approvals, accounts, contacts, opportunities, claims, quotes, products and price books, legacy data migration, custom Visualforce pages, and leadership reports and dashboards.
Business Outcomes: A single web-based application for customer data, sales, and claims, faster resolution of customer queries, a 360° customer view, and dashboards tracking sales, revenue, and churn.
Measurable Impact: Sales reps now reach historical customer and product information in real time. Leadership tracks sales, revenue, and churn by product and by team member from one set of dashboards.
The Challenge
Disconnected Applications Were Creating Bottlenecks Across Sales
The client, a leading US health insurance provider offering a wide range of policies, ran its sales process across several disconnected applications. Customer data lived in different places, and no system brought it together into a single view.
Without that view, sales teams could not see complete information on the insurance plans relevant to each customer, and customer satisfaction suffered as a result.
Day-to-day sales work was slow. Reps moved back and forth between application windows, and real-time customer details and past interactions were never available in one place. Sales effort went uncaptured, analytics were thin, and leadership received inadequate reporting on the operation as a whole.
Claims added to the strain. With systems disconnected from one another, managing claims smoothly alongside sales activity was difficult.
Why change now: Every extra system a rep had to open was slowing customer conversations, and leadership had no reliable picture of sales performance.
Business Objective
The client focused on a practical set of objectives:
- Replace disparate applications with one unified sales platform
- Give reps a single, real-time view of each customer and their history
- Use historical customer information actively within the sales process
- Manage claims on the same platform as customer data and sales activity
- Provide leadership with a holistic view of the entire sales operation
The Solution
Building an All-Purpose Sales System on Salesforce
Achieva designed and implemented a customized Salesforce CRM that let the client see its entire sales process in one place, with approvals centralized on the same platform.
The core Salesforce objects were configured around how the insurer sells: accounts, contacts, opportunities, claims, quotes, products, and price books. Data from legacy systems was migrated into Salesforce, creating a real-time, unified view of every customer.
Custom Visualforce pages extended the platform to customers, giving them personalized sites where they could view and select insurance plans.
Leadership gained holistic reports and dashboards surfacing key insights, including sales team KPIs, customer demographics, and account data, so decisions could be made from one reliable source.
Key Services Provided and What They Enabled
- Custom Salesforce CRM implementation
Brought the entire sales process onto one platform, with approvals centralized in the same system.
- Insurance-Specific Object Configuration
Set up accounts, contacts, opportunities, quotes, products, and price books around the insurer’s sales model.
- Claims Management in Salesforce
Moved claims onto the same platform as customer and sales data, removing the gap between systems.
- Legacy Data Migration
Migrated customer data from legacy applications, creating a real-time, unified view of each customer.
- Custom Visualforce Customer Pages
Built personalized customer-facing sites where policyholders could view and select insurance plans.
- Leadership Reports and Dashboards
Surfaced sales team KPIs, customer demographics, and account insights for leadership in one place.
Business Impact
The client moved from a patchwork of applications to a modernized sales platform with a 360° view of customers and the business.
A single web-based Salesforce application now covers customer data management, sales activity, and claims management. Users perform better across premiums, insurance plans, renewals, and claims because everything they need sits in one system.
Sales representatives deliver better customer experience. With real-time access to historical customer and product information, they resolve queries efficiently and without the delays of searching across systems.
Holistic dashboards give leadership a clear view of sales, revenue, and churn, broken down by product and by individual team members.
The Bottom Line
The client removed the bottlenecks in its sales process by consolidating every core activity onto one Salesforce platform.
The organization can now:
- Manage customer data, sales activity, and claims in a single application
- Resolve customer queries quickly with real-time access to full history
- Let customers view and select insurance plans through personalized sites
- Handle premiums, renewals, and claims without switching between systems
- Track sales, revenue, and churn by product and team member in dashboards