What’s Inside?
- The client successfully replaced a rigid 10-year-old extranet with a flexible, intuitive, and highly ergonomic Salesforce Experience Cloud portal.
- The project introduced advanced features such as document re-urbanization and dynamic permissions management for agents and brokers.
- The new platform delivers highly reliable search capabilities by seamlessly integrating with existing core insurance systems.
Context
A major player in insurance and asset management, serving over 70 million clients globally, including 8 million in France, recognized the need to upgrade its digital infrastructure. The organization relied on a 10-year-old extranet that lacked scalability and user-friendliness. To better support its extensive network of agents, brokers, and headquarters staff, the client sought to replace this legacy system. The goal was to deploy a flexible, intuitive, and ergonomic Salesforce Experience Cloud portal to manage products, news, and complex document consultations.
Challenges
The primary challenge was to launch a robust insurance broker portal that could cover the entire functional scope of the legacy platform without disrupting ongoing operations. Additionally, the client needed to introduce critical new capabilities, specifically the re-urbanization of published documents and the implementation of a complex dynamic permissions management system. Ensuring seamless CRM integration with existing back-office insurance systems was also vital to maintain data accuracy across all channels.
The Solution
To overcome these challenges, the deployed solution leveraged Salesforce Experience Cloud as the primary user interface, deeply integrated with Salesforce Sales Cloud to form the robust operational core.
Our Contribution
Our team spearheaded the end-to-end design of a scalable and robust platform architecture. Using an Agile methodology, we successfully integrated the new Salesforce Experience Cloud portal with the client’s core Customer Relationship Management (CRM) processes and legacy insurance information systems. We handled all configuration and custom developments while strictly adhering to Salesforce best practices and a rigorous Design Authority process. Furthermore, our experts provided comprehensive deployment assistance, detailed documentation, User Acceptance Testing (UAT) support, and go-live stabilization.
Benefits
The implementation delivered a high-performance solution that effectively eliminated the operational frustrations associated with the previous platform. Users now benefit from highly intuitive information retrieval, driven by a well-structured content hierarchy. By establishing seamless CRM integration with third-party systems, the search function provides highly reliable and continuously updated data. Finally, the successful rollout of dynamic permissions management ensures that all agents and brokers access only the information relevant to their specific roles.
Key Figures & Dates
- Project duration: 01/2021 – Ongoing
- Workload: 500 man-days annually
- Impact: 3,200 users
