How full-service insurance brokerage firm expanded its business despite conflicting workflows

+30%
increase in the number of new contracts per business unit
+50%
increase in the number of meetings per employee
+16h
of productive time saved per broker each week

Michael-H

Our business units had conflicting workflows, and we could not expand our business unless we could make things work harmoniously between them. Revenue Grid was the solution we needed.

Head of CRM, Insurance brokerage firm

Challenges

The company has been working in the U.S. insurance and investment market for several decades, offering excellent products and services to its clients.

They decided to expand their business with new investment and retirement planning units, but the new structure severely complicated their workflows. As they looked for a way to solve these issues, they were referred to Revenue Grid.

1 Expanding the business

The main challenge was to accurately track communications with clients who signed contracts with any of the company’s three business units.

Duplicates were appearing each time a broker in another unit created an opportunity that was related to an existing customer. This led to miscommunication between business units and their clients and slowed down expansion.

2 Advanced sync for each business units

The retirement planning unit needed to set up proper calendar synchronization. The unit’s contacts fell under two groups: (1) operations, which needed a one-way synchronization of contacts, and (2) sales & distribution, which needed to have a two-way synchronization of calendar events. This meant advisors could access contacts based on whether they were active in Salesforce.

The firm also needed to ensure relevant opportunities and projects were available in each advisor’s corresponding mailbox folders.

’We wanted to streamline the workflows and improve the productivity of our advisors. When they could focus on clients relevant to them, they would deliver better service.

’I was impressed with Revenue Grid’s team and their ability to understand and manage complex business environments and goals.

Implementation

Revenue Grid had dealt with similar challenges for financial companies with complex business environments before and so was able to easily find the right solution for the company.

1 Insurance: accurate data capture

Revenue Grid helped the insurance unit to keep its Salesforce data accurate and up to date.

Revenue Grid automated the creation of contacts that were linked to separate holding accounts and could not be matched to existing contacts or accounts in Salesforce. That solved the problem of duplicated and confusing records.

2 Investment: data hygiene

The investment unit needed records such as meetings, emails, and attachments to be automatically linked to multiple database objects like Contacts, Accounts, Opportunities.

3 Retirement planning: advanced calendar sync

Revenue Grid applied advanced filters to prevent contacts from syncing to Outlook if they did not meet the retirement planning business unit’s predetermined criteria. Role-based data quality filters ensured advisors only received relevant contacts.

Revenue Grid’s integration of Salesforce with emails and calendars integration solved the problem of multiple “Related To” relationships in Salesforce, ensuring accurate reporting and data hygiene.

Results

In the retirement planning unit, advisors were able to save a weekly average of 16 hours of productive time per employee.

The number of new contracts in each business unit grew by 30% on average, with at least a 50% increase in the number of new meetings per employee.

Once the workflows and the processes were set right, the company started seeing their true pipeline numbers, received accurate reporting, and experienced a significant lift in the productivity of their brokers and consultants. With no miscommunication issues and greater productivity, the company was able to accelerate their business.

Revenue Grid helped the full-service insurance brokerage firm to grow their business by automating complex workflows and ensuring data hygiene

+30%
increase in the number of new contracts per business unit
+50%
increase in the number of meetings per employee
+16h
of productive time saved per broker each week

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