Insurer AIG Significantly Increased Revenue while Reducing expenses
Eliminating Costly and Outdated Strategies Through the Power of Salesforce
How a customer-centric Salesforce solution can transform out-of-date technology, dissolve the need for a complex technical infrastructure, and streamline the acquisition, engagement, and retention of new business.
The Client: Developing a Modern Solution on a Global Scale
Concentrio partnered with one of the world’s largest insurers, AIG, supporting over 5,000 mobile agents worldwide, to modernize and future-proof its sales and marketing processes with a state-of-the-art solution built on the Salesforce platform.
The Challenge: Navigating an Outdated Infrastructure
Prior to partnering with Concentrio, insurance agents were using obsolete hardware to sell and service their customers, and dial-up communications to exchange information with their back-office processing systems. This environment was costly to support and created significant challenges for the organization.
The hardware had been refreshed several times since its original implementation and was due for another overhaul. These upgrades generated increased spending and labor demand for the business as the company was required to purchase new equipment for each of the 6,000 agents they employed every time an update was required.
The company’s existing application was complex and difficult to modify. Creating new releases took an extensive amount of time and required individual distribution to each hardware device. Information needed by the agents was only current as of the last time they connected with the back-office systems through a phone line. New features, such as the ability to communicate with customers via email or text, remained unattainable because of the outdated nature of the application.
These combined challenges resulted in a growth ceiling for the company, as well as expensive and unnecessary operating costs.
The Solution: Driving Change with a Cloud-Based Experience
The company recognized it had moved away from the customer-centric architecture of its current application and the cost of supporting this solution was not sustainable as new competitors entered the market. They also knew they would need an experienced team to guide them through the transition. The business identified a cloud-based system as the most appropriate solution for its mobile agents and selected Salesforce’s service cloud to lead them into the future.
Upon hire, Concentrio assembled a leading team of business analysts, technicians, Salesforce configurators, change management consultants, and subject matter experts to create a comprehensive solution capable of supporting the marketing, sales, and servicing of the company’s insurance products.
During development, the company needed to complete a data center consolidation effort. Due to the integration of the Salesforce solution with multiple home office systems, this greatly increased the complexity of the project. Concentrio operated as the program manager for this effort and was responsible for implementing all areas of this sophisticated augmentation. Despite the intricacy of the project, a custom-tailored, full-scale solution was built and employed in just 18 months.
In addition to project development, Concentrio implemented a training program for the company’s insurance agents and managed the transformation created by the new preparation.
Read on to discover the impact.
The Results: Skyrocketing Sales and Lowering Operating Costs
Through partnering with Concentrio, this global industry pioneer was able to:
Integrate its system with modern marketing programs to yield an abundance of qualified leads for agents to acquire and engage.
Inaugurate an intelligent and automated sales process tool to seamlessly guide agents through every step of the sales journey and provide the real-time information needed to sell to and nurture their customers. The solution also developed improved professional selling tools designed to support agents as they lead a prospect through the purchase of insurance, enabling them to rapidly close new sales.
Gain pivotal insight into the effectiveness of its marketing and sales operations through the solution’s robust analytical capabilities.
The features of this cloud-based solution not only initiated a significant rise in sales for the organization, but the company was also able to eliminate its costly technical infrastructure and support teams, generating critical cost-reduction opportunities for their business.
Looking for a partnership that can deliver these kinds of results?
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