A Salesforce-led sales and customer service modernization for a Japanese insurance service provider focused on enhancing workforce productivity, optimizing operational efficiency, and raising customer satisfaction.
Business Goals
The client is a leading insurance service provider from Japan’s most diversified conglomerates. It is renowned for its extensive range of insurance products in health, auto, life, and even specialized areas like fire and cancer. This insurance major needed a comprehensive solution to innovate and refine its sales operations, covering sales activity monitoring, automating lead management, outbound call management, and a robust customer care portal.
Solution
Our Salesforce expert team analyzed the insurance workflows, compliance prerequisites, and existing legacy systems. After comprehending their business ecosystem, we proposed a comprehensive Salesforce solution coupled with custom integrations to redefine their sales and service operations and achieve operational & service excellence.
Key Highlights
- A unified and secure customer management platform, providing more agility to sales executives and heightened visibility for sales leaders.
- Centralized customer care portal with an easily accessible knowledge base that facilitates improved customer query resolution.
- Automated lead management to ensure a highly efficient lead flow pipeline from assignment to conversion.
- Improved outbound call management with custom edit screens for call operators to develop personalized interactions.
- Seamless data integration and migration with legacy ERP systems and applications like Dynamics CRM and Netsuite to ensure data interoperability.
- Introduced advanced analytics and reporting capabilities by leveraging custom applications and cloud platforms.
Outcomes
- Enhanced sales team performance.
- Accelerated onboarding and renewal processes.
- 10% Increase in overall productivity through automation.
- Eliminated 20% of manual tasks by improving data management workflows
Technologies Used: Sales Cloud, Service Cloud, AWS, Tableau, Autobhan, Java, Google, Node JS
