The challenge
Starting point
SAS Brokers de Seguros, an established insurance broker with a growing portfolio, managed its operation with spreadsheets and scattered channels. Its database was disorganized and segregated, and the operation relied on communication across multiple channels, which made it hard to have a unified view of leads, policies, collections and claims.
The broker needed to leave that dispersion behind and organize its entire operation into a single source of truth on Salesforce.
Our solution
Qualis strategy
As a certified Salesforce partner, Qualis Lab supported SAS with a focus on unification, self-service and real adoption. The work included:
- Unification of the leads, policies, collections and claims processes into a single platform.
- Cleanup and normalization of the database, eliminating the previous segregation.
- Implementation of a self-service bot for clients: policy lookup, claim submission and lead registration.
- Centralization of communication, reducing dependency on multiple channels.
- Traceability through real-time metrics to track the operation.
- Continuous support, with fast responses to technical incidents.
Results
Measurable impact
- Unification of the leads, collections, claims and policies processes.
- A self-service bot available for clients (check policies, submit claims and register leads).
- Traceability through real-time metrics.
- A single source of truth for the entire operation.
Technologies & Practices
Stack used
- Salesforce
- Self-service bot
- Data migration and normalization
- Real-time metrics
- Omnichannel