Top-Tier Auto Insurance FirmBusiness ChallengeOne of America’s largest automobile insurance companies was having major problems with their data integration and infrastructure. The company used multiple sources and systems for the capture, distribution, and tracking of leads and sales. This led to large data gaps between systems which impacted the customer experience, increased overhead, and decreased agent productivity. Leads were delivered to agents from multiple sources in multiple methods including soft and hard copy excel spreadsheets, post-it notes, email, voicemail, two different lead management systems, and via telephone. The lack of a single source for leads, tracking, and reporting made it impossible to monitor the sales agents’ activity accurately and to understand the success of implemented sales and marketing strategies. Managers operated reactively instead of proactively and sales agents did not have confidence in the leads that they received or the sales tracking systems for tallying their compensation. Instead of following up on valuable leads agents spent time manually tracking and verifying sales data as well as updating multiple systems. This resulted in decreased agent productivity as well as thousands of neglected or expired leads. The company’s executives decided it was time to move to a single centralized system to manage their insurance lead and sales processes. SolutionAcumen Solutions consultants transitioned the client’s five lead management systems including manual inputs such as cold transfer cross-sell and after-hour voicemail into a single cloud-based Salesforce.com platform. The system manages their entire insurance sales process from customer lead to closed sale. We also helped to standardize their lead acquisition process by using criteria such as lead source, customer call back preference, and previous contact. Currently, the system is being used by 125 call center sales agents and call center management. It offers the following capabilities:
Acumen Solutions instituted best practices for tracking and managing leads. These procedures are extremely important to provide the Marketing and Sales departments with quicker realization of benefits for prospective campaigns. In addition to the lead management system, Acumen Solutions is developing an integrated user interface to the client’s contact center on the Salesforce.com platform. This interface will have policy administration (Quoting) and membership systems rendered within the UI for a true 360 degree view of the customer. This effort will include service capabilities such as case/activity management, surveys, SSO, document management, and a front-end into the claims department. This upgrade is scheduled to deploy in the near future to an additional 600 of the firm’s agents. Technologies
Return on InvestmentThe company has already observed positive results from visibility into sales pipeline activities, as well as easy navigation and reduction of duplicate data. The implementation stands as one of the most successful enterprise level rollouts in the client’s history. The new system has already delivered the following returns:
|
Practice Highlights The Securities and Exchange Commission Office of Investor Education and Advocacy turned to Acumen Solutions to replace an important legacy application used to manage high volumes of legal and financial issues.
 As a growing organization with an increasing number of support services, New Visions urgently needed a web-based solution to manage and track initiatives. Acumen Solutions helped New Visions to achieve this goal by using an innovative adaptation of Salesforce.com.  A sales rep can now send an email that includes their personal information in a professional graphic design layout to hundreds of thousands of recipients within minutes.
 Acumen Solutions was hired to develop and implement a large new web application to function as an end-to-end grants management solution. As a result, we were able to improve processes and increase employee productivity.
One of America’s largest automobile insurance companies was having major problems with their data integration and infrastructure. Acumen Solutions was there to help with the implementation of a lead management system and call center solution using Salesforce.com  Responding to an evolution within music services, this royalty distribution agency found itself at the forefront of administering new licensing deals. Performance of the new Royalties Administration System has completely re-energized the agency’s ability to distribute customer royalties.  From pharmaceuticals and supplies to sophisticated medical workflows, Acumen Solutions helped this multi-billion dollar medical supplies firm reduce costs, streamline processes and, most importantly, improve patient care and medication safety.
 Acumen Solutions made a significant difference to how Sun manages their customer interactions by developing an Executive Briefing Center portal. This tool has become invaluable for field sales, executive presenters, and briefing center staff.  This high profile regulatory agency needed to improve their ability to address high volumes of advanced legal and financial issues from constituents in a timely manner.  A leading global, full-service brokerage firm requested assistance with architecting, designing and transitioning its call centers using Acumen Solutions’ expertise to help achieve “world class” customer support and improved business operations.  A leading global management consulting firm challenged Acumen Solutions to deploy a videoconferencing solution that delivers significant ROI, saves time and money, increases productivity, and reduces their carbon footprint. We delivered!  When the U.S. Army launched its Army Experience Center (AEC), they turned to Acumen Solutions to develop a recruitment tracking platform using Salesforce.com.
 Acumen solutions helped one of the largest insurance and financial services holding companies in the UK automate their claims and audit process so they could make strategic business decisions in minutes instead of days.
 When the Carlyle Group made a strategic business decision to strengthen their Investor Relationship Management capabilities, they turned to Acumen Solutions to deliver a system using Salesforce.com. 
When this leading power tool manufacturer merged with a Pan-European competitor, they turned to Acumen Solution to deliver sales process improvements and CRM roadmap for a post-merger integration
 When RCN wanted to put a greater focus on their customer's experience, they turned to Acumen Solutions. Using Salesforce.com, we delivered a solution that not only improved call resolution but also reduced unnecessary truck rolls and increased sales.
 With Acumen Solutions implementation CommerceConnect was able to help U.S. businesses connect with government agencies for aid and become more successful in the global market.  Acumen Solutions helped this leading business information and research provider by integrating systems to improve the performance of their customer service case management.  After rising to the top of the credit card industry using its patented information-based strategy (IBS), this consumer financial services company turned to the Internet and to Acumen Solutions to expand its reach.  Initial rollout was achieved within 12 weeks to meet an aggressive go-live date. Due to the success of the course, the team’s role was extended to provide on-going training.
 Acumen Solutions helped Merrill Lynch (now owned by Bank of America) to migrate to a new CRM platform. The new solution allowed them to improve communication between client sales and service teams, avoid duplication of efforts, and improve client services.  Acumen Solutions delivered an advanced customer relationship management solution that unified sales efforts, improved management coordination of 30 nationwide divisions, and allowed executives to achieve operational excellence while improving performance.  When Acumen integrated eBay's newly acquired payment gateways, the results included improved lead generation, sales, and marketing campaign response rates.  "Deploying the right CRM system can make the difference in building customer relationships. Acumen Solutions was chosen because not only are they experts on Salesforce.com implementations but they really understood the importance of and the approach to integrating the ticketing data into Salesforce.com."
 A major cable provider wanted to put a greater focus on their customers’ experience. Using Salesforce.com, we delivered a solution that not only improved call resolution and handling times but also reduced unnecessary truck rolls and increased sales. Related VideosQuestions?
|
