The insurance industry strengthens by serving its customers. Hence, customer experience is placed at the core of insurance solutions and marketing/sales processes.
Have a look at how the insurance industry can become customer-centric.
As we talk about customer-centric experiences and workflows, Salesforce financial cloud for the insurance industry transforms the relationship between the insurance providers and seekers. Salesforce financial service cloud is designed to, especially service annuities and life, commercial and personal property, and group policyholders.
Features like resolving the claim, offering advice, and answering policyholders’ requests improve customer experience by offering a unified view of agents, policyholders, brokers, and relevant services.
Did you know that 87% of your customers (policyholders) say that their claims experience with the company influences their decision to continue taking insurance products from the company?
With the help of Salesforce insurance solutions, you can focus on building strong valuable relationships for a lifetime.
Deepen Customer Relationships With Financial Services CRM
From a unified customizable view of involved stakeholders and data to advanced performance metrics, financial service CRM allow you to develop deep customer relationships:
Financial service cloud helps you prioritize customer relationships, through which you can collaborate across different business siloes using routing, insights, and scoring.
Once a referral pipeline is created, you can create a seamless communication flow to track and convert referrals. The system creates an opportunity and account automatically once you successfully convert these referrals.
Several stakeholders in the business can create such intelligent referrals, like a co-worker, business partner, existing customers, and other colleagues.
Relationship builder and map allows connecting policyholders to business groups, households, and influence centers that allow creating valuable relationships. This tool (relationship map) practically allows your representatives to view a visual representation of affiliations, including contacts, groups, and accounts. You can check at-a-glance lists without moving from the page for a quick overview. In fact, you can click on individual elements to expand further.
Overall, Salesforce financial service cloud for insurance helps you visualize the wealth ecosystem and receive a comprehensive view of held-away and managed assets. You can track your client relationships and gain insights into new opportunities. Essentially, you can grow and deepen your customer relationships and book of business with Salesforce financial service CRM.
Here are some features of the financial service cloud that helps you grow your customer relationships:
- Truly understand your customer, know their financial products, understand their goals, and offer relevant solutions and deals to these users. Using the financial service cloud, you can gain a 360-degree view of the financial profiles of different customers to drive need-based and loyalty-based selling.
- The above 360-degree experience also enhances personalized claims experiences for different customer personas. When you know the customer, you know the treatment they expect from your team.
- Finally, Salesforce services help you deliver said expectations of efficiency and speed of claims. The unified view allows insurers to file a claim from varied channels and claim providers can view these claims from their unified view channel. This allows claimers and claimants to seamless communicate from anywhere and any channel.
Claims and Policy Rollups
Your representatives can receive an overview of customers’ holdings and assets, which allows selecting relevant services and products for each user category. This is possible by viewing the roll-by-lookup summaries on your household account page that give an overview of total policy premiums, household policies, paid claim amount, and policy claims.
Further, to evaluate claims, insurance policies, claim, and policy participants in the form of household-level related lists, you can add claims, insurance policies, claim participants, and insurance participants to the Rollup_c field in your Account Contact Relationship object.
With this, you also have the power to automate your claims. This means the following:
- Create rules that help you progress a claim via defined states. You can tie several actions to transitions like integration, logging, notifications, etc.
- Check all your claims from a unified view, which includes notes, tasks, approvals of claims, and other events.
Policy and Claim Alerts
With the help of the financial service cloud, you can link customers, policies, and households to claims and cases. This will help you set up alerts and offer relevant data to agents.
Simply put, you can set up alerts related to claims and policies of a client, which are pushed to the agent when they check the claims and policies of a client on their account page.
With Salesforce financial service cloud, your insurance agents have the power to provide a personalized product to every customer across multiple devices. From streamlined service streams to the ability to track new opportunities, your agents can get a comprehensive overview of the entire pipeline.
If you need support setting up your Salesforce financial service CRM, AIMDek Technologies can offer support. We have prior experience in the industry, which has helped us set up Salesforce Financial Service Cloud for multiple insurance businesses. Connect with us to know how our experts can assist you.