Customer Success Stories

Public Sector Insurance Provider empowered Brokers by integrating Self-Service Portal with Salesforce

  • Australia
  • Public Sector Insurance
  • Public Sector
  • Salesforce Service Cloud
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About Company

One of the largest insurance providers in Australia delivers world-class insurance and care services to the businesses, people and communities of NSW. They insure more than 250,000 NSW employers and their 3 million employees. They possess a net asset worth more than $30Billion.

The insurance company wanted to implement a service portal exclusive for the customers and brokers so that they can interact via online for updating insurance policy, paying timely premium and other services to improve customer relationships.

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Challenges

  • Track, manage and resolve policies and premium for employees and customer.
  • Ability to manage a policy via online by accessing to claims & policy data at one place.
  • Facilitate customers and brokers to pay premium online so that customers can pay premium quickly using net banking, credit card, debit card, bill pay along with various offline mode.
  • Ability to set up own policy by the brokers via online.
  • Leverage the existing CRM framework capability to integrate knowledge-based web portal.

Solutions

Create a self-service portal on the top of CRM platform to help insurance provider realize their project vision. Some of the features are –

  • A simple interface to buy and renew workers insurance policies online
  • Consolidated policy information in one place, ensuring transparency and accuracy
  • A portal through which customers can set up their own policy by the brokers
  • Access policy and billing information through our dedicated Customer Support Centre

Value Delivered

Empower brokers with unprecedented control over their policies and premium related decisions, service request resolution, solutions and other value-added information

Significant increase in mutual trust with customers led to better customer advocacy and loyalty

Improved business revenue with an easy-to-use interface to buy and renew the insurance policies

Improve organizational effectiveness by enhancing the productivity of customers and brokers.

Related Insights

Transform and optimize the heartbeat of your operations, systems and product development to reduce costs and facilitate growth.

Decision intelligence matched with customer success

We put people first—our team, our clients, and our community. With the right technology, talent, and strategy, we deliver real results that drive success.

1500

Successful Customers Engagements

4.9

Customer
Satisfaction

350

Decision Science
Consultants

21

Years Of
Customer Success

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