Acumen Solutions helped a leading Automobile Insurance Association organize, prioritize, and track sales leads spread across five disparate legacy systems by implementing a custom Salesforce solution. Since implementation, the client has leveraged enhanced data consistency and real-time lead tracking to reduce wasteful overhead costs and uncover more opportunities for cross and up-sells to customers.

Business Challenge

As a leading automobile insurance association, the Customer needed an integrated system to manage their insurance sales process. Sales reps had difficulty prioritizing sales leads due to a lack of standard evaluation criteria, resulting in missed opportunities. They were also forced to use multiple disparate systems and tools for mapping and tracking leads, which resulted in large data gaps and increased overhead to validate reports. Without an automated leads tracking tool, sales reps spent more time manually tracking sales and updating data across the multiple systems instead of following up with valuable leads. This created a lack of transparency within the sales department, making it difficult for upper management to get a clear picture into the overall health and success of the sales team. This, coupled with the inability to get real-time customer information (renewal information, current pricing/subscription) meant sales reps were often behind in the sales cycle, leading to a significant loss of opportunities and efficiency.

Solution

Acumen Solutions transitioned their five lead management systems into a single platform powered by Salesforce. By integrating Salesforce with Customer Master and Product Linkages, we created a single, unified system to manage their entire insurance sales process from customer lead generation to the closing of a sale. Our team implemented a new leads tracking system, created a lead scoring engine, and standardized the lead acquisition process with criteria such as lead source and sales agent experience. Now, the system will pull the highest priority leads from the local queue and automatically deliver them weekly to corresponding agents based on a set of defined criteria. The process of monitoring customer renewals is now done within the system, and sales reps will receive automated messages notifying them when a lead’s contract is about to expire.

Return on Investment

With an entirely new sales process and leads management system, they have seen marked improvements in their sales team’s performance. By consolidating all of their legacy systems, they have reduced the cost associated with manual distribution of leads, gained increased data quality, and gathered greater customer insights for up/cross-sell opportunities. With an improved way for the sales team to upload and track leads, upper management gained more visibility into each sales rep’s activities. With the lead scoring engine, their sales team receives more meaningful analytics and data to target customers, leading to increased close of sales rates. The dashboards within Salesforce have made it easier for the team to address issues faster, while the automation of the renewal reminders has directly increased member retention.