Insurance lets you share the risk of bad things happening before they happen. Due to this nature, the insurance process can be daunting. Whether individual or commercial, making happy customers is not an easy task. Salesforce’s Financial Services Could is making it happen and continues to evolve to meet customers' needs in this digitalized era. This blog discusses how Salesforce Financial Services cloud improves customer experiences with its top-notch technology.
1. Personalized Service
Insurance brokers can provide personalized experiences to their customers by utilizing various features of the Salesforce Financial Services Cloud platform such as:
- 360-degree view of customers: Enhanced customer understanding helps to predict customer's needs and preferences, therefore suggesting what is needed in an efficient and personalized manner.
- AI-powered insights: Help insurers deliver tailored recommendations
- Actionable Relationship Canter (ARC): Relationship mapping helps brokers understand family and business connections and give policy advice that can make use of this.
2. Seamless Communication through Various Channels
Customers no longer feel at ease limiting themselves to just one channel of interaction. No matter where they are, people anticipate a reliable experience from their insurance company.
- Omni channel: Enables interaction through various channels (e.g.: web, mobile, email, phone) and goes beyond that by unifying all the data. So that the customer can start from where they stop when switching platforms.
3. Enhance Claim Experience
A request for payment made by a policyholder to their policy provider to offset a loss is known as an insurance claim. Although the idea is straightforward, filing an insurance claim involves many steps. Lots of things need to work together smoothly, from submitting the claim to making modifications, approvals, and payments.
The picture illustrates the six processes that make up the life cycle of most claims.
Unlike traditional systems, FSC comes with various features to make the processes faster and simpler.
- OmniChannel: Unlike legacy claims systems, Claims Management provides a fully digital guided omnichannel experience across the web, mobile, contact center, and chat. Also helps the customer keep informed on the status of their claim.
- Straight-Through Processing: Claims Management empowers insurers to reduce manual interventions by automating high-frequency processes at each stage of the claims lifecycle.
- Integrated Data, Customer Centricity: At every step, Claims Management puts the customer front and center. With seamlessly integrated customer data, companies can create truly smart, efficient processes. The solution gives accurate real-time data and an intelligent foundation for engaging digitally with customers.
- Better Informed: AI can provide useful insights on which claims are eligible, and what percentage of them should be paid out.
4. Self Service Portals
As per statistics, more than 60% of customers like to use self-service portals for simple issues. We can set up self-service capabilities in FSC using the Experience cloud portal. This allows policyholders to:
- View policy and claim details
- Drill down to view details of policies and claim records
- Upload relevant documents for the claim
5. 24/7 Support
Customers no longer have to wait for a human representative to respond to their inquiries. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text. By reducing wait times and boosting productivity, it contributes to higher customer satisfaction.
6. Data Security
Customers don’t have to worry about the data security with FSC. It comes with robust data security features to protect the sensitive data stored within the platform. Features such as encryption, user authentication, and audit trails to track user activity are strictly practiced. On top of that, Salesforce AI comes with a security architecture called the ‘Einstein trust layer.’ It comes with features such as data masking, secure data retrieval, zero data retention policy, and more.
Conclusion
Insurance firms can foster client happiness, boost operational efficiency, and accelerate growth by utilizing Financial Services Cloud to provide individualized and data-driven services. As a result, both policyholders and insurers have a smooth, interesting, and effective experience.
If you're looking to modernize your claims processing with Salesforce FSC, reach out to our experts at Intellicloud Solutions. Let’s help you build a smarter, more efficient insurance workflow!
Connect with us to discover how we can help you create fast, reliable solutions tailored to your business needs.
To learn more about our capabilities in Financial Services Cloud, we invite you to explore our profile and connect with us. Let us assist you elevate your business with innovative software solutions.
