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Revitalizing Salesforce Sales Cloud: Aligning & Enhancing Ongoing Business Practices

industry

Industry

Finance

industry

Sub Industry

Insurance

industry

Products

Salesforce Sales Cloud

industry

Services

Salesforce Implementation Services

industry

Location

USA

industry

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60%

Streamlining and automating the process

45%

Improved accuracy

85%

Increased efficiency and productivity

Overview

Sierra Insurance, an esteemed healthcare insurance distribution company headquartered in Texas, excels in providing personalized insurance sales services over the phone

Sierra Insurance offers three different plans, namely “Medicare Advantage“, “ACA Plans“, and “Short Term“, encompassing a total of 25 comprehensive products. The company relies on Five9 as its primary lead generation source, ensuring efficient and effective operations.

Challenges

  • Manual Lead Assignment: Manual lead assignment, user-driven data, and lack of proper flow disrupted the dynamics and created obstacles for the agents.
  • Unorganized Reports and Dashboard: Unorganized data in multiple reports hindered their usefulness, impeding the generation of desired insights and pausing data-based strategy formulation for the managers.
  • Multiple tangled processes: The team discovered multiple activated Process Builders on Account, Lead, Opportunity, and Campaign objects, which will soon become obsolete.

Solutions

Optimizing business goals and platform performance was achieved through a Health Org check-up and required implementation in Salesforce Sales Cloud.

 

  • Automated Lead Assignment – Implementing Lead Assignment rules optimizes lead distribution, ensuring timely assignment to available agents. The lead assignment process is streamlined by introducing flows and replacing process builders.
  • Performance Tracking & Data-driven Decision-making – Customized reports drive improved individual performance tracking, giving admins and managers complete access to Old and New business reports, total cases reports, new customer closure reports, and custom reports.
    This enables data-driven decision-making and optimization of business strategies.
  • Giving central control – The business flow defined roles for each user in Salesforce, which helped in implementing approvals and limiting the access of the users.
  • Automation boosting operations – Introduced user-specific notifications for the agents and created email templates that were customer specific, which would enhance and automate the process.
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Benefits

  • By optimizing lead assignment, delayed response were eliminated, resulting in improved customer engagement and satisfaction.
  • Tracking sales representative performance empowers managers to make informed decisions, driving desired outcomes and increased productivity.
  • Automated processes enable sales reps to focus on growth, improving performance, and professional development.
  • /ul> VIEW ALL BENEFITS
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