New capabilities have been introduced in the Financial Services Cloud by Salesforce that would have the potential to assist insurance companies to retain top talent and execute their digital strategies in better ways. According to Salesforce, decentralized legacy systems are still used a big majority of insurance companies.
With an empowered set of features, Salesforce Financial Services Cloud has the vision to address some of the biggest shortcomings ahead of the insurance industry by offering customer service representatives and agents with a clear-cut view of the policyholders and customers. This will help insurance companies engage policyholders at the right time and place, and support up-sell and cross-sell activities.
In 2016, Financial Services Cloud was rolled out by Salesforce, the world’s number 1 customer relationship management (CRM) company, as a way to tap into the world of technology market and financial services. It is powered by industry-specific updates and innovation from the seamless Salesforce platform to insurers, banks, and fintech companies.
Financial services organizations usually operate with a sophisticated web of complex integration points and legacy systems. On top of this, they generally struggle to correlate data from a plethora of systems for delivering personalized services at a scale. A big majority of these pain points are addressed by the advanced features of the Salesforce Financial Services Cloud.
According to the latest update, new features and services include a revamped Customer service rep and Agent console and pre-packaged templates in the context of Lightning Flow that have the ability to seamlessly and effortlessly apply business rules and minimize inefficiencies. This will also help agents and managers optimized their books of business through pre-built analytics via Einstein.
Ayan Sarkar, Global Head of Insurance for Salesforce, remarked the insurance industry is today working towards delivering more engaging, seamless, and relevant experiences at every stage of the life of a customer. Ayan added Salesforce can help insurers deliver distinctive experiences by leveraging Artificial Intelligence, data, and digitizing touchpoints.
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