The underlying claim system integrated into Financial Services Cloud auto-fills as many fields as possible, enables agents to add photos if required, and submits the case to the claims team. Financial Services Cloud makes it simple for agents to raise claims as a case without leaving Connect360 interface. Agents also need to give customers a great experience when they make a claim. This is particularly useful to target group insurance customers, such as trade unions that offer discounted insurance to their members.īut selling more policies is only part of the picture. Using Salesforce functionality, they can segment leads by age or interest to better target audiences with relevant campaigns. They can simply assign tasks to specific users, and the whole team has visibility of who’s working on what for each customer.Īt P&V Insurance, the marketing team is responsible for running campaigns to promote new products and generate leads and opportunities for agents. One pain point that’s been eliminated was the need to manually enter duplicate data into different systems if a customer had more than one policy, which was time-consuming and tedious.Ĭonnect360 also helps agents with multiple team members to collaborate better. The platform was designed to help agents do more in fewer clicks, and automated workflows do a lot of the heavy lifting. One thing they’re unanimous about is loving the single view of the customer and not having data siloed across multiple systems,” said Dewanckel.
“Our digital natives love Connect360, while others are gradually getting used to it. Initial feedback has been promising, and P&V Insurance can track adoption and performance from central dashboards, filtered by region.
Trailhead is also available to help staff learn more about the Salesforce platform. When the MVP was launched, super users provided peer-to-peer learning based on guidance from Deloitte and their own personal experiences. “This resulted in a strong partnership and foundation for success.” We brought in the experts to give us expert advice, not to blindly agree with everything we suggested,” Dewanckel explained. “It’s no good having a partner who doesn’t challenge you. Together, they defined a framework and best practices to roll out to the team. P&V Insurance also turned to Deloitte for frank and honest advice. It was important to include agents who are less tech-savvy to make sure we designed a solution that works for everyone,” commented Dewanckel. “Our super users aren’t just people who are great with technology. To make sure the portal meets agents’ needs, the team worked with super users to discover their pain points and test functionality. The company started with a minimum viable product (MPV), which is gradually evolving into a minimum lovable product (MLP). The journey to create Connect360 was no different. P&V Insurance is in the business of taking precautions and doing things right – not to mention collaborating closely with stakeholders.
It’s cheaper per person for them and helps agents to sell more.” “We can also see if a customer is on a family policy, which means we can offer family cover for any new services they’re considering. “If a customer has a car insurance from another provider, agents have visibility of when that policy is due to expire so they know when to reach out with an offer,” Dewanckel explained. This not only helps agents to have better conversations with customers, it also helps them identify opportunities to cross or upsell. All the information and actions relating to that customer are then tracked against this record, giving agents at-a-glance insights into correspondence, meetings, policies, and claims. By connecting multiple databases, duplicate customer records are consolidated into a single golden record in a Master Datamanagent Systems that feeds Connect360. Previously, customer data was held across multiple systems depending on what type of policy or product it was. “We also used MuleSoft to simplify integrations with complex systems such as our Mainframe.” It can support insurance-specific processes such as managing policies and claims out-of-the-box, and has good levels of built-in security,” revealed Dewanckel.
“Financial Services Cloud has all the functionality we need to run our business. The portal, known as Connect360, is built on Financial Services Cloud and integrated with up to 15 systems to create a single view of the customer. The team partnered with Deloitte to create a one-stop-shop to support agents.
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