Salesforce for Insurance industry for End-to-end collections automation for a B2B marketing intelligence firm based in Italy
About Company
Set up in the California State area, with key offices in Redondo Beach and Woodland Hills, ClaimsXP looks at insurance damage claims for a broad variety of insured residential and commercial properties and presents them with legal representation.
Insured parties delegate their case mediation to the firm for able case representation to study and report the full extent and of damage eligible for recovery. The firm has extensive experience in identifying and categorizing damage types caused by fires, smoke, water, or unforeseen disasters.
Challenges Faced
As an established insurance handling company, the claims personnel at ClaimsXP needed to probe both cases and the insurance policy to determine liability.
For this, they needed to communicate with a wide audience of claim holders over emails. This quickly became unsustainable as the number of active claimants grew over time. Switching between the inbox and Salesforce platform for each case inflated handling times and added to operational complexity.
Key Improvement for Client
Proposed Solutions
For Tracking Email-driven communications
To start with, we developed Custom Objects called Claim Email over the Opportunity Object with Custom Fields to capture administrative details such as Case Status and Closure Date. The Claim Object’s Records were also meant to be discoverable through Claim Numbers issued to each Opportunity.
Within existing Claim Email Records, new email message histories were appended every time an email with the Claim number in its subject line was sent, received, forwarded or replied to. Message histories were complete with details like the HTML message body, sender, and intended recipients.
For Adding Newer Claims to the Pipeline
Besides the above, entirely new Claim Email Objects were inserted in Salesforce for every unrecognized claim number.
Result:
- Appropriate attention and discovery of new claims with faster initial follow-ups.
- Reduced time to access Case Histories.
- Storage of Email Records for legal purposes and accountability.
- Increased case-ownership by claims personnel.
- Unified database for all Claims-related communique.
- Easier access to supporting documents through attachments in Related Lists of the Claim Email Object.
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