ITC DIA Europe

Salesforce: Enabling Customer-Centric Insurance

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on Mar 25, 2021

As an increasing number of people become used to Amazon-like shopping experiences, their expectations are shaping what it takes to compete in just about every industry. Insurance is no exception. Customers and channel partners now expect instant fulfilment and high-quality service.

Standing in the way of many insurers however are systems that make it difficult to meet these expectations. Policy-centric processes, fragmented customer data and manual tasks continue to frustrate efforts to engage customers effectively.

Salesforce helps insurers respond to today’s digital imperative and become customer-centric digital businesses. Its Digital Insurance Platform and underlying Customer 360 capabilities help insurers and MGAs:

  • Rapidly innovate and iterate products without code to meet increasing customer demand for more tailored cover
  • Quickly provide customers and those serving them with omnichannel digital access to products, and seamlessly integrate transactions into end-to-end customer journeys managed on the Salesforce Customer 360 platform 
  • Automate customer and agent journeys for fast fulfilment of new business leads and quotes, instant underwriting, real-time claims, rapid policy updates and frictionless service
  • Empower brokers, agents and service representatives with the customer insights and digital tools they need to offer customers proactive trusted advice and more personalized experiences

How it Works
The Salesforce platform has a truly cloud-native microservices architecture and a digital-first design. A metadata-driven product model lets business users rapidly configure and update products without the need to code. Out-of-the-box applications provide instant digital omnichannel access, and policy lifecycle transactions are seamlessly integrated with Salesforce’s leading CRM capabilities. Quote-to-bind, policy administration, billing, claims and service processes can be deployed to brokers, agents, underwriters, service reps and customers directly. AI and rules-enabled automation, low-code system integration and Customer 360 intelligence support customer and agent journeys for all major non-life and life products.

Salesforce Industries at DIA Prime Time
At DIA Prime Time, James Webb, Global Head of P&C Insurer Solutions at Salesforce Industries was joined by Sebastiaan Bongers, Managing Director at Movinx. As an innovative joint venture between Swiss Re and Daimler Insurance Services, Movinx is set to revolutionize the automotive and mobility insurance market across Europe, North America and Asia.

The session covered how Movinx — operating as an international MGA and using Salesforce as its digital platform — has set out to enable car manufacturers to seamlessly embed insurance offers into customers’ car purchase and usage experiences. This will make insurance simpler, more efficient and convenient, from quoting to claims to ongoing service. To support rapid innovation, Movinx’s business users had to be able to quickly configure and deploy products and processes which automotive OEMs can use to launch harmonized insurance propositions. This needed to scale efficiently across different geographical markets, localizing with just one platform rather than with different systems.

Who is Salesforce Industries?
Salesforce Industries, formerly Vlocity, is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and public sector organizations. Salesforce Industries possesses deep expertise in vertical industries, enabling organizations to digitally transform, simply and seamlessly. Leveraging industry-specific processes and data models across any channel, Salesforce Industries helps customers increase sales and digital adoption, improve service, marketing agility, and operational efficiencies. 

Check out their DIA Prime Time video here:

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