What’s Inside?
- Integration of a 360-degree client view combining identity, contracts, and interaction history.
- Automation of high-volume daily agent tasks to focus on deeper customer relationships.
- Seamless synchronization between Salesforce and legacy systems via real-time event processing.
Context
A leading Canadian insurance provider with 75 years of experience specialized in health programs, travel insurance, and daily assistance services. To maintain its leadership position, the organization selected Salesforce technologies to manage its core insurance sales, customer service, claims, and telephony operations.
Challenges
As part of a broad digital transformation, the client needed to overcome several operational hurdles:
- Operational Efficiency: Agents were burdened by manual daily tasks that limited their ability to develop strong client relationships.
- Data Fragmentation: There was a critical need for a unified data model to consolidate disparate information across various service lines.
- Legacy Compatibility: New cloud technologies had to sync perfectly with existing “Virage” client systems.
The Solution
Spoon Consulting designed and configured a complete multi-functional platform leveraging Salesforce Sales Cloud and Service Cloud. A key technical component was the synchronization of the client’s “Virage” system with Salesforce using the AXON Event Store, ensuring data consistency across the entire ecosystem. The solution also featured a Workforce Management (WFM) module within the telephony service to optimize advisor efficiency.
Our Contribution
Our team provided end-to-end expertise throughout the transformation journey:
- Process Redesign: Defined target business processes for both sales and customer service teams.
- Data Model Overhaul: Performed a complete refactoring of the data model to support a 360-degree view of the customer.
- System Integration: Managed complex integrations with back-office systems, external services, and the Genesys telephony platform.
- Deployment Support: Provided full assistance during the rollout and go-live phases, including technical documentation.
Benefits
The implementation delivered measurable improvements to the client’s business processes:
- Improved Customer Satisfaction: The streamlined offer management process accelerated response times for policyholders.
- 360-Degree Management: Staff gained a single interface to manage everything from initial contact and consent to final contract generation.
- Operational Excellence: Teleconsultants experienced higher efficiency through optimized workforce management tools.
- Data Veracity: Real-time synchronization ensured that all agents had access to the most current contract and call data.
Key Figures & Dates
- Project duration: April 2021 – February 2025
- Workload: Over 400 man-days per year
- Impact: 50 key users impacted
