Using Salesforce Financial Services Cloud to Transform The Business Operations and Customer Service Of A Leading Administrator Of Self-Insured Longshore Benefits

Our client, a large, U.S. based administrator of self-insured workers compensation benefits for dock employers, wanted to streamline business operations, provide better customer service to their members, and bring new products to market more quickly and consistently.  Manual operational processes and basic, hard-to-integrate, back-end tools made it difficult to achieve their business goals.  They wanted to expedite their journey to a modern, consolidated CRM and policy administration platform, and turned to Exavalu because of our deep insurance expertise and experienced Salesforce Financial Services Cloud and MuleSoft resources.

Challenge

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Our client struggled with a fragmented view of their customers due to disconnected systems and integration difficulties. Operational challenges were further compounded by inefficient tools and a lack of automation in policy administration tasks, such as new business, renewals, and payroll management. Additionally, their existing systems caused delays and high costs when launching new products or distribution models. Data integrity issues negatively impacted the quality of service from underwriters, safety teams, and claims representatives. Furthermore, documentation and governance challenges resulted in organizational gaps and inconsistencies across their operations and Salesforce codebase.

The Difference Exavalu Delivered

To address these challenges, we deployed a team of seasoned Salesforce and Mulesoft resources with extensive insurance industry experience. We identified process gaps, bottlenecks, and inefficiencies through detailed discovery workshops. Our team defined a comprehensive data model to ensure consistency and integrity across member and policy data. We implemented the client’s DBA product offering on Salesforce Financial Services Cloud, with guided quoting, binding, and invoicing processes. Our team of experts also implemented deployment strategies based on best practices to keep Salesforce environments synchronized. We created essential requirement, design, and architecture documents that incorporated industry best practices. Extensive training was provided to enhance the customer team's skills, ensuring a seamless transition and effective use and management of the new system. The initial, main phase of the project was delivered within an aggressive timeline of 8 weeks. This included detailed discovery and design with accelerated build, test and deployment cycles.

Services Offered

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Consulting

Benefits

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Improved Data Integrity: A unified data model and synchronized Salesforce environments ensured consistent, reliable data—boosting decision-making and operational efficiency with actionable insights.

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Streamlined Operations: Standardized quoting, binding, and invoicing reduced manual work, enabling focus on high-value tasks, with an expected 40% efficiency gain across CRM, product launch, and policy administration.

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Faster Time to Market: A modern, configurable policy administration platform simplifies and accelerates new product launches.

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Accelerated Transition: Comprehensive training programs ensured that the customer team can quickly adapt to the new system.

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Superior Customer Service: Consolidated, high-quality data enables timely, effective customer support and seamless coordination across underwriting, safety, and claims.

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Enhanced Efficiency: Standardization of key processes and improved data quality has led to faster feature rollouts and quicker issue resolution.

Success StoryUsing Salesforce Financial Services Cloud to Transform The Business Operations and Customer Service Of A Leading Administrator Of Self-Insured Longshore Benefits

Challenge

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The Difference Exavalu Delivered

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