Salesforce Service Cloud Implementation Improves Productivity and Efficiency for Health Insurance Company

The Solution

For the client to further grow their business, they first had to replace their legacy system. This was done through a phased approach beginning with the implementation of Salesforce Service Cloud and the use of Salesforce out-of-the-box (OOTB) applications. Using Service Cloud, the client created individualized call experiences for each customer as the application allowed representatives to see all relevant customer information on a single screen. OOTB applications gave the client access to an extensive database of applications, allowing them to easily customize their Salesforce solution to fit their needs without programming or coding knowledge. Of the many applications, the client found Salesforce Live Agent, Salesforce Knowledge, and Computer Telephony Integration (CTI) notably useful in streamlining workflows, leading to increased efficiency among employees. 

In addition to Service Cloud, Salesforce Chatter was set up for the client to use. Chatter eliminated departmental silos and created an enterprise social network for the client. In a centralized hub for business collaboration, the client’s employees could quickly contact fellow employees, collaborate on projects, and share files and data across their organization. 
 
While replacing the client’s legacy system with Salesforce set their business back on track, they had little knowledge of Salesforce or how to use it. To ensure the client could continue to use Salesforce to accelerate their digital transformation, they were taught how to use the software during weekly training sessions. The client’s business systems analysts were trained to do administrative work in Salesforce, which had been previously assigned to their engineering team. With this work no longer assigned to the engineering team, they could focus on UI (user interface) customizations and logic building, ultimately leading to increased customer satisfaction.