Even before Brexit and the pandemic, the insurance industry faced challenges. Today, these challenges have assumed increased urgency.
The race to digital continues, but for many insurance companies it remains a moving target. Strategic requirements around product relevance and innovation, customer engagement, productivity, and operational agility are being left unmet, making room for insurtechs and new insurance schemes to capture market share.
Insurance leaders need to rethink their business model and invest in the technology that will help them regain momentum.
Enhance and personalise the customer experience
Insurance companies are pressed to reimagine how they engage with both producers and customers. Especially in the current economic climate, they need to develop more personalised and integrated solutions that will help them unlock latent demand and improve the customer experience. makepositive’s team of Salesforce experts in insurance can help you to:
1.Enable hyper-personalisation at scale to appeal to customers and prospects at an individual level.
2.Leverage data and analytics to improve retention, cross-selling and up-selling across the organisation and partner ecosystem.
3.Empower marketing, sales, product and customer service to deliver better experiences and results with access to a single customer view and real-time customer and product information.
4.Identify key pain points through customer journey mapping.
Accelerate product innovation and coverage of new risks
Insurance companies are faced with significantly higher costs and efforts for incremental changes in share of wallet and market share. Legacy systems and processes hinder innovation, slow down responding to market changes, and make it difficult to navigate, manage and grow agency and brokerage relationships. makepositive’s team of Salesforce experts in insurance can help you to:
1.Bridge the gap between physical and digital, creating a fully connected enterprise.
2.Optimise product development and go-to-market with better insights on channel effectiveness and customer preferences.
3.Leverage digital to give customers and partners/brokers the option to self-serve.
4.Enable a more aligned and converged partner ecosystem to jointly develop, market, and commercialise offers.
Build operational agility and resilience
The focus on operational resilience over the past year has in many cases uncovered material gaps in customer understanding, and significant vulnerabilities across security, technology, and third-party management. Insurance companies will need to focus on adopting more agile business models with embedded resilience, to ensure a sustainable advantage for the digital age. makepositive’s team of Salesforce experts in insurance can help you to:
1.Create a single source of truth across brands, channels and departments through a fully integrated CRM platform.
2.Reduce risk and increase compliance with embedded governance and best practice at every touch point.
3.Develop a holistic approach to assess systems, processes and culture.
4.Unify reporting across departments for better alignment, planning and forecasting.
“Makepositive is very professional and spends a comforting amount of time trying to understand issues and standard company processes.”
Salesforce solutions for Insurance
Customer success is at the heart of what we do and we’re really proud of our consistently high customer satisfaction score (4.9/5), as well as being winners of the Salesforce Partner Award for Innovation not once but twice!
Our specialised Salesforce services help leaders in the non-life Insurance industry to drive digital transformation, create new revenue streams and improve customer success metrics, by enabling access to one centralised place for effectively managing all customer data and interactions.