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ImplementationClient: Leading P&C Insurance Company
Industry: Property and Casualty Insurance
Geography: United States (8 states)
The Challenge: The client relied on revenue generated by its agents and agencies. However, it had no way to track and monitor the operational progress of individual agents and agencies. Agents also lacked a user-friendly system to record customer visits and track claims progress. As a result, the company had no accurate, single view of its agent-driven operations.
What Was Needed: The organization needed a full-fledged, self-service platform to track agents, agencies, and their customer-facing operations in one place.
Technology Enablement: Salesforce Financial Services Cloud implementation, self-service agent platform, automated agreement generation, weekly customer visit reporting, custom reporting with AWS S3, and Salesforce managed services.
Business Outcomes: Streamlined agent operations, better accountability, and a holistic view of agents, agencies, and their customers.
Measurable Impact: Investor data now sits in one cloud repository, journey and campaign activity is tracked automatically, and the team works from real-time dashboards, enabling more personalized investor interaction.
The Challenge
Agents Drove Revenue, but Their Operations Were Hard to Track
The client is one of the largest property and casualty insurance companies in the United States, operating since the 1920s. It provides coverage to homes, small businesses, farms, and churches through a network of independent agents across 8 states. The company is rated “A” (Excellent) by A.M. Best.
Its business depended heavily on revenue generated by agents and agencies. However, the company could not track or monitor the operational progress of individual agents and agencies.
Agents also needed a user-friendly system to capture the details of their customer visits. They had no effective way to track the progress of claims processing.
As a result, the client lacked an accurate, single view of key metrics. These included agent-wise customer mapping and policies sold, as well as agency-wise enforced policies and direct written premiums.
Why change now: With revenue depending on a network of agents and agencies across 8 states, the client needed a clear, reliable view of agent-driven operations, along with a better way for agents to manage customer visits and claims.
Business Objective
The client defined a series of practical objectives, all of which were focused on improving visibility into and the efficiency of its agent-driven operations.
- Track and monitor the operational progress of individual agents and agencies.
- Get a single, accurate view of agent-wise customer mapping and policies sold.
- Give agents a user-friendly system to capture the details of their customer visits.
- Enable agents to track the progress of claims processing effectively.
Gain visibility into agency-wise enforced policies and direct written premiums.
The Solution
Building a 360° Platform for Agents and Agencies
Achieva implemented Salesforce Financial Services Cloud to give the client a full-fledged, self-service platform. This helped the client track the processes and progress of its agents and agencies seamlessly.
Through the platform, agents could manage entries related to their customer visits. These included customer details, the insurance products involved in each visit, orders, claim requests, and complaints.
The platform also generated automated agreements in PDF format, specific to each US state. This gave the client accurate mapping between agents and their customers, along with a way to track agent performance based on the insurance products they sold.
Weekly customer visit reports gave agencies visibility into the events created for their agents. Agents could also use these reports to track claims progress and notes related to their visits.
Additionally, agencies across the eight states could send custom reports as images, using AWS S3 storage, to track compliance across their territories. These reports also gave the client a holistic view of newly enforced policies and direct written premiums.
Achieva also provided 24×7 Salesforce managed services to keep the system performing at its peak, along with certified Salesforce developers and consultants to handle complex project requirements.
Key Services Provided and What They Enabled
- Salesforce Financial Services Cloud implementation
Gave agents and agencies a full-fledged, self-service platform to manage their operations.
- Customer visit management
Enabled agents to record visit details, products, orders, claim requests, and complaints in one place.
- Automated agreement generation
Helped agents generate state-specific agreements as PDFs automatically.
- Weekly customer visit reports
Provided agencies with visibility into agent activity and helped agents track claims progress.
- Custom reporting with AWS S3
Enabled agencies to track compliance across their territories and give the client a clear view of newly enforced policies and direct written premiums.
- Salesforce managed services and support
Ensured peak performance of the Salesforce system with 24×7 support from certified developers and consultants.
Business Impact
The implementation gave the client a 360° platform to handle processes for its agents and agencies.
Streamlined agent operations improved the time taken to process claims requests and responses by 30%.
Agent productivity improved by 40%. Weekly reports helped agents track their visits better and plan their next visits quickly and effectively.
Agents and agencies could now track contacts, claims, and ownership, which improved overall accountability and the allocation of resources.
The client’s existing IT team also became more productive with support from Achieva’s managed services. The company saw a higher ROI from its Salesforce investment through better user adoption and overall performance.
The Bottom Line
The implementation of Salesforce Financial Services Cloud gave the client a single, self-service platform to manage and track its agent-driven operations.
The organization can now:
- Track agents, agencies, and their customer-facing operations from one platform.
- Process claims requests and responses faster.
- Monitor agent performance based on the insurance products they sell.
- Track compliance, newly enforced policies, and direct written premiums across all eight states.
- Get more value from its Salesforce investment through better user adoption and ongoing managed support.