Insurance Organization Bolsters Efficiency with Salesforce

Insurance Organization Bolsters Efficiency with Salesforce

Client Success Snapshot

Client Profile:

  • Overview: A prominent health insurance provider
  • Industry: Insurance (Healthcare)
  • Team Size: 3,000
  • Annual Revenue: US$ 500 million
  • Headquarters: New York, NY
  • Markets: USA

The Challenge

A prominent insurance organization approached Gerent to consolidate data scattered across several platforms. Each platform required separate login credentials, wasting a considerable amount of time. If a broker needed to access data about a client living in a different state, they were often required to look up the client’s information on a different platform; the process was cumbersome and time-consuming. To add, Gerent needed to build the company a broker portal for its new acquisition — complete with various user permissions for different positions within the organization.

Gerent's Approach

Gerent built a complex platform with multiple user interfaces and custom frameworks using Vlocity. These low-code, reusable frameworks can be modified without a high level of technical expertise. This was important, as the insurer required the ability to modify its platform quickly and easily – something that only a low-code deployment could provide. 


Key Outcomes

The insurer is now able to launch a product, rate it, and quote against it, using a single system with just one set of credentials. The new broker system also allows the company to store and maintain critical information, including appointments, commissions, and fees in a single location. To add, customers can modify relevant information through self-serve mechanisms — without having to call a support center. With strong operational efficiency and user-friendly broker tools, the insurer gained the ability to recruit and retain the best brokers in the market.


Client Success Story

A prominent insurance organization approached Gerent to consolidate data scattered across several platforms. Each platform required separate login credentials, wasting a considerable amount of brokers’ time. If a broker needed to access data about a client living in a different state, they were often required to look up the client’s information in a different platform; the process was cumbersome and time-consuming. In fact, it was not uncommon for brokers to have a hard time locating data and product plan information, resulting in major time delays in providing quotes.

To add, the company acquired a smaller insurance organization and asked Gerent to build a new broker portal for it. This portal needed to have various user permissions for different positions within the organization — while maintaining consistent and flexible data integration.

The Power of a Consolidated Platform

Gerent built the perfect broker portal solution using Vlocity. The platform created was particularly complex, with multiple user interfaces and custom frameworks. These low-code, reusable frameworks could be modified without a high level of technical expertise. This was important, as the insurer required the ability to modify its platform quickly and easily – something that only a low-code deployment could provide.  

The insurer now has an end-to-end digital platform for the insurance non-profit. It is able to launch a product, rate it, and quote against it, using a single system with just one set of credentials. The new system also allows the company to store and maintain critical information, including appointments, commissions, and fees in a single location. 

Gerent also facilitated an omnichannel experience, enabling customers and employees to access the company’s platform using mobile, web, and desktop applications. Customers can submit and view claims, and modify relevant information through self-serve mechanisms — without having to call a support center.

The same functionality is extended to call center and customer service representatives, who now have access to on-demand scripts and personalized guided workflows for a given customer’s case. Not only does this provide a better customer experience, but it also decreases the amount of time spent onboarding new customer service teams.

With strong operational efficiency and user-friendly broker tools, the insurer gained the ability to recruit and retain the best brokers in the market. The new system supports seamless recruiting, credentialing, contracting, and self-service — all within a single platform. 

Contact Gerent today to find out how we can help your business achieve its ideal future state!

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