Delta Dental needed to modernize the way they help brokers and consumers learn about, shop for, and buy dental insurance. Their legacy system was difficult, slow, and expensive to upgrade and maintain, a problem which was compounded by the low technology acumen in their broker channel. Additionally, the organization lacked a guided selling experience and had a short runway to get to market.
The result was a system that was costly, slow, and a burden on internal users.
When Gerent (formerly Certa Dux) stepped in, they began by improving the Quote and Application process to create a zero-defect environment. They then added business rules and guided flows to ensure accuracy is baked into the sales process from the ground up.
Faster cycle times were achieved by replacing “paper-driven” processes with orchestrated workflows, digitized forms, and document management.
Finally, Gerent ensured greater insight and reduced admin resources by enabling visibility into the customer selling and onboarding process for external (brokers, customers) and internal (sales, underwriting, product, management) users. All parties can now collaborate and update information through Vlocity, reducing the need for manual updates and the effort required for re-work.