AIG Transforms User Experience with Vlocity and Salesforce

In 2019, Gerent was contracted by AIG, an American multinational finance and insurance corporation with operations in more than 80 countries and jurisdictions. The insurer was looking to digitize and integrate their disparate, siloed data infrastructure into a cohesive platform that would be easy to navigate for their nearly 50,000 employees.

The primary problem facing AIG was that it had an outdated legacy system. This platform required brokers to perform quoting using a green screen interface with many manual steps. Their main goal was to modernize the user experience by bringing their various disconnected systems and applications onto a single platform with a modern UI. The insurer knew that if they were able to do this, they could significantly increase not only the productivity of their team but the quality and retention of their team as well.

Gerent architects and executes modernization and digitization strategy

Initially, the insurer had no single platform that integrated their legacy applications with their mainframe system. This was a problem, as their rating system was housed in the mainframe and could not communicate easily with pricing and quoting applications.

To overcome this problem, Gerent implemented Vlocity and Salesforce to interface with their rating procedures. This enables calls to be made from Salesforce to the external system and get quoting information accordingly. The result was 15 different platforms integrated into a single user experience.

For setting up products, we used Salesforce Product Objects and then created attribute categories. Their new reporting experience is built on Salesforce Configure, Price, and Quote (CPQ) platform.

To ensure that Vlocity worked with every mainframe integration, Gerent's team used data integration procedures and data wrappers to integrate between 400 and 500 lines of payload. This lets the insurer reach out to their mainframe system at any time to collect a quote.

Insurer drives productivity and increases employee retention through Salesforce modernization

After working with Gerent and implementing Salesforce, AIG has been able to consolidate their multiple green screen applications into a single user interface. Previously, brokers, underwriters, sales and service – essentially the entire organization – had to rely on a system in which information was always challenging to find. Information such as customer data, sales pipeline status, and insurance premium pricing structures all existed on different servers that did not communicate with each other. Now, everything is discoverable in real-time, all through a single platform. The result is a dramatic increase in productivity, as well as an increase in broker retention.

To learn more about how Gerent can help you transform your business with Salesforce, contact us today.

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