The client is a global reinsurance leader with an extensive presence across multiple continents, providing risk management and financial solutions to insurers.
The Challenges
The client grappled with a dual challenge: an outdated Salesforce version for Life Insurance and the absence of a unified CRM system across various lines of business and key regions like Asia-Pacific, North America, and Europe. Furthermore, their disjointed IT infrastructure fostered data silos and failed to provide a comprehensive 360-degree customer view.
The Solutions
The client initially grappled with the use of Salesforce Classic for life insurance users, which was upgraded to Salesforce Lightning Experience (LEX). However, their challenges extended beyond as non-life business units lacked Salesforce implementation.
Persistent stepped in to facilitate this implementation, seamlessly integrating Salesforce with ERP systems. This integration played a pivotal role in granting the client a comprehensive 360-degree view of customer interactions and data. Our expertise enabled a smooth transition from Salesforce Classic to Lightning Experience, enhancing user interface and productivity.
The Outcomes
Persistent’s intervention led to the successful migration of 150 users from Salesforce Classic to Lightning Experience within the Life Insurance business unit. We also played a key role in the worldwide implementation of a unified CRM solution for both Life and Non-life business segments, effectively harmonizing the IT landscape across regions. This comprehensive implementation unlocked a 360-degree customer view, empowering the client to identify and capitalize on up-selling and cross-selling opportunities.
Technology Used
- Sales Cloud
- Service Cloud
