What’s Inside?
- The organization successfully launched a centralized partner community platform to align a vast network of auto repairers and insurers.
- Our teams configured advanced online appointment booking capabilities and a dedicated repairer search engine.
- The project significantly accelerated the claims management process, ultimately boosting revenue for partner garages.
Context
A leading automotive claims management platform, backed by a major global insurer, initiated a comprehensive digital transformation. This organization operates a vast network encompassing over 1,500 auto repairers across the country. To support its growth and modernize its IT infrastructure, the client aimed to build a highly centralized, disruptive service platform that connected all stakeholders seamlessly.
Challenges
The primary challenge was to deploy a highly modular and open insurance claims management CRM. The client needed to ensure rapid adoption among its partner garages while drastically optimizing the entire workflow—from the initial claim declaration to the final indemnification payment. Furthermore, they required a complete service offering that could accelerate the vehicle repair cycle through enhanced collaboration between insurers, repairers, and external platforms.
The Solution
To meet these strategic goals, the deployed solution leveraged Salesforce Service Cloud as its core. This was combined with dedicated partner portals, while MuleSoft integration was heavily utilized to connect the new platform seamlessly with complex external services and legacy back-office systems.
Our Contribution
We were responsible for the end-to-end design and configuration of the solution. Our teams clearly defined the target business processes and constructed a tailored partner community platform for repairers, featuring advanced calendar and agenda synchronization. We built a robust repairer search engine for insurers and customer service teams, alongside a specialized community for insurers to facilitate online appointment booking based on client typology. Additionally, we implemented automated invoice generation processes, managed the seamless migration of existing repairer users, and orchestrated complex external data flows using MuleSoft.
Benefits
The Salesforce Service Cloud implementation yielded immediate and substantial operational benefits. The entire claims management process was significantly accelerated, resulting in higher customer satisfaction and robust brand promotion. Insurers and repairers now benefit from real-time claims tracking on a single, unified platform. Ultimately, the streamlined online booking system has driven increased revenue for partner garages and opened new avenues for business development with other providers across the network.
Key Figures & Dates
- Project duration: 2017 – Ongoing
- Workload: 600 to 800 man-days annually
- Impact: 7,000 users across 4 countries
