From the first quote to the claim payout — one system for agents, brokers and policyholders, instead of five separate ones.
Insurance is sold through a network you don't own — agents, brokers, banks, price comparison sites — but the customer experience is your responsibility. Meanwhile, data on the same person lives in the policy administration system, in an agent's spreadsheet and in claims correspondence, so no one sees the whole picture.
Most policies are sold by someone who is not your employee. The agent works in their own tool, the broker in theirs, and you see the result at the end of the month, with no insight into how many quotes were issued, how many fell through, and at which step.
When the network works in the same system, the pipeline is visible while it is live: which quotes are pending, with whom and for how long. Renewals stop being a list someone builds by hand and become a task that arrives on its own, on time.
A client pays you for years, but judges you by a single event — the claim. That is where everything is measured: how quickly someone responds, how many times they have to repeat the same information, and whether they even know how far the claim has progressed.
A defined claims flow, a status the client can see without calling, and the full history in front of the claims adjuster shorten processing. More important than speed, the client no longer has to chase their own claim.
These are situations we hear about from insurance companies in the region. For each one, we show what we change and which product we use.
The policy administration system, the agent's spreadsheet, claims correspondence and the CRM say different things about the same person. We unify them into one profile that updates in real time, so everyone who talks to the client sees the same thing.
Data 360Agents and brokers work in their own tools, and you only get the result at the end of the month. We give them access to the same system, with role-based permissions, so quotes are visible while they are live — not after they are lost.
Sales CloudAn expiring policy has no owner until someone remembers to check the list. We set up flows that remind both the agent and the client in time, with a quote already prepared instead of an empty task.
Sales CloudEvery claim goes around several departments, and the client calls to ask how far it has gotten. We route it through one defined flow, with a status the client can see and a history in front of the claims adjuster.
Service CloudWho saw which data, who approved which quote and when — this has to be provable, not pieced together from memory. Access rules, audit trails and consent records are built into the system, so a report is a matter of a query, not a project.
Checking coverage, updating details and filing claims still go through the contact center. We open a portal where clients and agents handle on their own whatever doesn't need an assessment, leaving the center for the cases that do.
Experience CloudYes. The industry solution for financial services, Financial Services Cloud, has a data model for insurance: policyholders, policies, claims, agents and brokers. So the system isn't built from scratch, but configured around your products, sales network and claims handling process.
Yes. The National Bank of Serbia has approved the use of Salesforce in the financial sector, for insurance companies and banks. Our consultants were part of the team that prepared the documentation for that approval, so we know the regulator's requirements first-hand. We set up access rules, the audit trail and consent records at the very start of the project, not after the fact.
No. The policy administration system remains the source of truth for policies, premiums and calculations. Salesforce is the layer for the relationship with clients and the network: quotes, renewals, claims, the contact center and communication. The two systems are connected through integration, so agents and claims adjusters see policy data without retyping anything.
Through a portal built for brokers and agents, with role-based access rights: an agent or broker sees only their own clients, quotes and renewals, while you see the whole network. Quotes become visible while they're in progress, instead of in a month-end report, and the data stays with you even when the relationship with an intermediary ends.
Most often with renewals or claims intake, because that is where the effect is measured fastest: fewer missed renewals and shorter processing times. We implement that flow first, then expand to the sales network, the contact center and the customer portal.
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