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Futureform Helps a Leading London Broker Launch a New Global Reinsurance Arm

A new entrant in the reinsurance sector, our client delivers innovative solutions to a global customer base. Competing in a fast-paced, data-intensive industry, they faced the challenge of establishing efficient processes from scratch. Without a centralised technology platform, their teams relied on manual workflows and siloed systems, limiting collaboration and scalability as their business grew rapidly across the UK, US, and Asia.

Project Overview

The objective was clear: implement a seamless, end-to-end prospect-to-client journey while increasing operational efficiency and data transparency. Key priorities included process standardisation, task automation, and improved visibility into pipeline, claims, and premiums. The client engaged Futureform for our deep domain expertise in Salesforce Financial Services Cloud and our track record of integrating complex systems through agile, collaborative delivery.

Challenge

Before working with Futureform, the reinsurer struggled with several critical challenges:

  • Prior to the engagement, the client faced several systemic issues:
  • No integrated prospect-to-client lifecycle, resulting in fragmented relationship management
  • Data silos across international teams, with limited tools for real-time collaboration
  • Manual handling of pipeline activities, onboarding, sanctions checks, and reporting
  • Duplicated and inconsistent data across systems, causing inefficiencies and rekeying
  • Poor visibility of claims and premium data, hampering strategic decision-making

Why Futureform?

The client selected Futureform for our proven experience delivering Salesforce-based solutions across the insurance and financial services sectors. Our expertise in Financial Services Cloud, combined with our hands-on, iterative approach, ensured we could align closely with their requirements. We worked with stakeholders across their global offices to co-develop a scalable platform that responded to real operational challenges.

Solution

Futureform implemented a comprehensive Salesforce solution that addressed the client’s core challenges while enabling future scalability.

  • Financial Services Cloud (FSC) for Insurance: Futureform used FSC as the foundation, delivering a sophisticated data model and user interface that provided the client with a complete view of their prospects, clients, and relationships.
  • Service Cloud: Service Cloud features, were integrated to automate case assignment and processing, streamlining claims management.
  • MuleSoft Integration: Futureform utilised MuleSoft’s API-driven integration approach to automate critical processes, including sanctions checks and account setup in their policy admin system OpenTWINS, eliminating manual tasks and reducing errors.
  • Client Portal: A proof-of-concept (PoC) using Customer Communities was developed, allowing them to interact with clients in a new way by sharing financial reports, claims data, and other key information through a secure portal.

Product

  • Salesforce Products: Financial Services Cloud, Service Cloud, MuleSoft Anypoint Platform, Sales Cloud Einstein
  • Integrations: LexisNexis for automated sanctions checks, OpenTWINS for trading partner management, all via MuleSoft.
  • Users: The client’s global teams in the UK, US, and Asia.

Results and Impact

The Salesforce implementation has delivered measurable improvements:

  • Integrated Client Journey: Brokers now manage all interactions within a single platform, improving relationship visibility and control
  • Automation: Key processes such as sanctions and account setup are now fully automated, freeing up time and reducing error rates
  • Data Integrity: With real-time data exchange via MuleSoft, redundant data entry is eliminated and accuracy is maintained
  • Standardisation: Business development and renewal workflows have been harmonised across international offices
  • Enhanced Insights: A unified view of business data enables faster, better-informed decisions
  • Collaboration: Cross-region teams now work more effectively with shared visibility into transactions and key metrics

The client highlighted Futureform’s ability to listen, adapt, and deliver tailored solutions that reflected their business complexity. With improved operational agility, accurate data, and streamlined workflows, their teams are better positioned to deliver high-quality service and respond to market demands. Automated processes have freed teams to focus on what matters—serving clients.

Looking Ahead

With the foundation established, the client aims to build on its successful Salesforce implementation, ensuring the platform continues to support its evolving business needs. The company is confident that the system will drive further growth and operational efficiency as it expands.