Salesforce Empowers Life Insurance Giant to Exceed KPI Targets

Salesforce Empowers Life Insurance Giant to Exceed KPI Targets

Client Success Snapshot

Client Profile:

  • Overview: A Fortune 100 Life Insurance Company
  • Industry: Insurance (Life)
  • Team Size: 11,388
  • Annual Revenue: US$ 44.12 billion
  • Headquarters: New York, NY
  • Markets: Global

The Challenge

An insurer’s brokers and agents were unable to see a complete view of clients, resulting in poor sales calls and information getting lost. Brokers and prospects had to fill out an overwhelming amount of paperwork and manually enter information into the company’s legacy system. Furthermore, the insurer sought to empower its 12,000 agents by allowing them to sell insurance via mobile devices and tablets — an approach that required instant mobile access to client information.

Gerent's Approach

Gerent began by performing a data migration that would allow the life insurance giant to integrate its legacy infrastructure with Salesforce. We used Sales Cloud and OmniScript to ensure a seamless transfer of data for the transformation to be a success. To add, Gerent implemented automated responses tailored to individual customers, making brokers’ jobs easier and freeing up their time.

Key Outcomes

Rather than needing to go through multiple green screen systems to acquire client information, service representatives can now see a 360° view of each customer in one place. Further, with a central Salesforce database, multiple agents can now partner on a deal, something the company had struggled with. 

To add, the digital forms and documents Gerent implemented allow customers to complete forms faster and eliminate the need to enter data multiple times. As a result, the insurer bolstered the efficiency of its procedures and exceeded its KPI benchmarks across nearly every metric.

Client Success Story

A Fortune 100 life insurance company tasked Gerent with revamping its legacy platform. Brokers and agents were unable to see a complete view of clients, resulting in poor sales calls and information getting lost. Brokers and prospects had to fill out an overwhelming amount of paperwork and manually enter information into the company’s legacy system. 

Retaining talent had also become a challenge due to the cumbersome platform’s poor usability. What is more, onboarding new agents was challenging and time-consuming — creating a barrier to bringing new talent into the firm. The insurer sought to empower its 12,000 agents by allowing them to sell insurance via mobile devices and tablets — an approach that required instant mobile access to client information.


360° View of the Customer 

Gerent began by performing a data migration that would allow the life insurance giant to integrate its legacy infrastructure with Salesforce. We used Sales Cloud and OmniScript to ensure a seamless transfer of data for the transformation to be a success. Gerent then converted the company's printable forms into digital ones. After the transition, staff no longer needed to enter the same data twice. What is more, everyone within the organization could access information in one place. 

With a central Salesforce database, multiple agents can now partner on a deal. Previously, agents could not view a client’s record or see any changes a client made once a policy was sold — making it impossible for agents to form partnerships.

Additionally, agents had to go through a lengthy process to ensure the person calling about a particular issue was the legal policyholder. Now, agents can verify a caller’s right to the policy immediately. To add, OmniScript provides several automated responses tailored to the individual customer, making brokers’ jobs easier and freeing up their time.

Rather than having to go through multiple green screen systems to acquire client information, service representatives can now see a 360° view of each customer in one place. Consolidating the information onto the cloud means brokers can work from their mobile devices, outside of the office.  As a result, the insurer bolstered the efficiency of its procedures and exceeded its KPI benchmarks across nearly every metric.

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