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How Companies in the Insurance Industry are Using Salesforce

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Salesforce is one of the most powerful tools to help insurance companies grow. The platform allows insurance companies to digitise and streamline their processes and operations. It’s a complete digital solution to help insurance providers manage their business more efficiently, improve the customer experience, and stay ahead of the competition. 

Below, we explain how the insurance industry uses Salesforce’s key features to improve its processes. 

Adapting to a Digital World

Salesforce allows insurance companies to digitise all of their customer information and streamline the customer experience. The world today is digital. And it’s important that insurance companies seamlessly adapt to this digital world. 

By digitising the end-to-end customer experience, Salesforce helps insurance companies improve efficiency across all departments and cut down on-call time. This means companies perform better and it enhances the customer experience. 

Marketplaces constantly evolve and businesses need to keep up with the ever-changing digital world. Thus, it’s vital to use the right tech solutions. With its centralised database and 360-degree approach, Salesforce is the ideal platform to achieve this digitisation.

Understanding Your Customers & Empowering Policyholders

The main purpose of Salesforce’s CRM software is to store all customer information in a single, centralised database. This isn’t only about convenience, but it’s about gaining deeper insights into customers.

Salesforce records every step of the customer journey. It shows insurance companies' customers’ sales history, what actions they have taken with the company, their payment records, contact details, and more. 

All this information is available in one place, enabling insurance companies to better understand their customers. 

Moreover, with better data organisation and customer analytics, insurance companies can save time dealing with customers while creating more personalised experiences for them. This helps companies process every single claim correctly and provide accurate quotes more easily. As a result, they can improve the overall customer experience.

Enhancing Customer Experience

The more you know about your customers, the more you’re able to improve the experience you offer them. This is what Salesforce is all about. 

Insurance companies can use Salesforce to create custom claims management experiences for their customers. All information about customer claims is stored in a centralised database. 

Different departments can then access information whenever they need it so that everyone is working with the same customer data. This improves customer experience as they won’t need to repeat the same information when talking to different agents or departments. 

Insurance companies can also use Salesforce for better task organisation. Everything is digitised and easily accessible. So, insurers can manage their relationships and experiences with customers a lot more smoothly. This enhances the overall customer experience, which matters a lot in the competitive insurance industry.

Connecting all Areas of the Business

Insurance companies can use Salesforce to optimise all their processes. This includes connecting all sections of the business (front, middle, and back-office) and providing convenient access to data across each section. 

With a centralised customer database, all departments of an insurance company can access the information they need, when they need it. This helps them provide smoother customer experiences and saves time. Most importantly, it ensures everyone has access to up-to-date, accurate information. 

By connecting all sections of the business like this, insurance companies can speed up many of their processes. This adds a competitive advantage. 

Streamlining all Processes

Salesforce is a comprehensive end-to-end digital platform. Thus, insurers can use it to manage their entire business and operations. This maximises business efficiency, saves time, and improves accuracy in insurance processes. 

Because the insurance industry is so highly regulated, it’s vital to use an effective solution. Doing so will ensure that you properly process and document every single claim. This leaves little room for error, meaning you can provide a better service in the long run. 

Here are some of the main processes that Salesforce helps insurance companies streamline:

Payments Processes

Insurance companies can use Salesforce to automate and streamline their payment processes. This includes making payments and improving payment security. 

The platform allows for payment automation, which makes it a lot faster and easier to process all claims correctly and efficiently. 

Salesforce also helps insurers manage their product catalogues, price configurations and commission schedules.


Salesforce can automate and speed up the entire quotation process from the moment a customer makes their first inquiry or application. 

With Salesforce, insurance companies can perform accurate price configurations based on customer data. Salesforce can be used to make it easier to establish an eligibility offer and configure quotes.

Ultimately, this allows insurance companies to produce more accurate quotes faster and with less effort. 

Claims Management

All information related to a customer's claims is stored in a centralised repository. This can be accessed by all departments whenever they need it. 

Salesforce’s claims management functionality enables insurers to process claims much faster than other methods. It uses omnichannel intake with auto-adjudication. Further, it stores all claims information and automates various processes from the First Notice Of Loss (FNOL) to the settlement.

This makes managing claims a far more efficient and transparent process. It also allows insurance companies to create more customised claims management experiences for their clients and employees. 

Product Catalogues

Salesforce improves how insurance companies manage their product catalogues. This includes things like coverage and insurable items, information stored on commissions, and so on. 

With all this information readily available in one place, managing insurance product catalogues and understanding customers’ insurable items is far easier.

Omnichannel Experiences

Salesforce stores information on customers based on their experiences across multiple channels. Thus, insurance companies can optimise and personalise their customer experiences wherever they operate. 


Any insurance company navigating today's highly competitive digital world needs to use a platform like Salesforce. It can streamline and improve operations significantly! 

Salesforce also helps insurance companies place customers as the main focus of the insurance experience. 

The platform can speed up the underwriting process and provide better access to data across all departments. It also effortlessly connects all sections of an insurance business. 

Salesforce is a complete solution that enables insurance companies to provide better customer service while staying up to date with all compliance regulations.

To make the most of Salesforce, get in touch with Pexlify. We implement custom Salesforce solutions designed to help transform and grow your insurance business.

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