Leading London Market Insurance Broker Streamlines Telesales and Reporting with Salesforce and Futureform
Introduction
A leading London Market insurance broker faced significant operational challenges in managing its telesales pipeline. Operating in a competitive landscape, our client needed efficient client relationship management and accurate reporting to stay ahead. Prior to partnering with Futureform, our client maintained many manual processes, including multiple offline spreadsheets, which led to frequent human errors and bottlenecks in reporting. Our client required an automated solution to improve efficiency and provide real-time visibility into telesales progress.
Project Challenges
Our client’s reliance on spreadsheets resulted in inconsistent and error-prone data, creating delays in updating sales progress. The lack of real-time reporting hindered their ability to track performance against budget targets, making decision-making inefficient. They required a system that would streamline telesales operations, improve data accuracy, and enable better forecasting.
Why Futureform?
Our client selected Futureform due to our extensive expertise in Salesforce Financial Services Cloud and its proven success in a prior project. Futureform’s ability to customise and automate Salesforce workflows ensured a seamless transition from manual processes to an integrated telesales and reporting solution.
Solution
Futureform delivered a Salesforce-based solution that automated telesales processes, improved data accuracy, and provided comprehensive pipeline visibility. Key features included:
- Automated Workflows – Ensured structured information capture based on call outcomes, promoting data consistency.
- Seamless Data Transfer – Client segmentation data moved smoothly from Lead to Account and Opportunity stages.
- Real-Time Pipeline Analytics – Tableau CRM provided deep insights into telesales progress and sales performance.
- Comprehensive Data Capture – Key prospect details, such as renewal dates, premiums, and current brokers, were tracked for targeted sales efforts.
- Marketing Automation Integration – Enabled sales teams to add prospects to Pardot email marketing campaigns seamlessly.
Implementation Experience
Futureform worked collaboratively with our client’s team to ensure a smooth implementation. Automated workflows significantly reduced manual data entry, minimising errors and improving efficiency. The addition of Tableau CRM and Pardot allowed for enhanced sales tracking and lead nurturing.
Results and Impact
The implementation yielded several key improvements:
- Reduced Manual Data Entry: Shared data across all workstreams reduced the need to rekey information once it is available in Salesforce.
- Enhanced Pipeline Visibility: Tableau CRM provides deep insights, enabling the segmenting of prospects and clients by vertical and campaign.
- Automated Sales Handoffs: Leads are now automatically handed off from telesales to brokers, ensuring a smooth transition.
- Revenue Tracking: The system allows real-time sales performance tracking against budget targets using revenue code tracking.
- Structured Data Capture: Key attributes such as renewal dates, excess limits, and insurance types are consistently captured.
- Marketing Automation: Prospects can now be automatically added to Pardot email lists based on their sales interactions, simplifying lead nurturing.
Customer Experience
Our client praised Futureform’s ability to deliver a solution that significantly improves operational efficiency. With the automation of critical processes and real-time visibility into pipeline performance, our client can now focus on driving revenue rather than managing cumbersome manual data processes.
Looking Ahead
With Salesforce fully integrated into its sales processes, our client is poised to scale its operations as it grows. The system’s ability to provide real-time data and analytics will support future business decisions, while the automated workflows ensure smooth sales processes without delays.