Skip to content
Contact us
Success Stories

Miller Centralises Data for 20K+ Trading Partners Using Our Insurance Industry Template

Introduction

Miller Insurance, a leading independent specialist in the (re)insurance broking industry, operates within Lloyd’s and international markets. With over 750 professionals globally and $2.8 billion in premiums placed annually, Miller needed a solution to support its growing operations without compromising on efficiency or client service.

Challenge

Miller’s rapid growth was hindered by several operational inefficiencies:

  • Fragmented Client Data: Client information was scattered across disconnected systems, preventing a unified view of client relationships.
  • Inefficient Pipeline Management: The reliance on disparate spreadsheets created inconsistencies and limited visibility across the business.
  • Manual Client Onboarding: The onboarding process was slow and prone to errors due to manual data entry and email exchanges.

These challenges not only caused bottlenecks in their operations but also negatively impacted the client experience.

Solution

To address these issues, Miller partnered with Futureform to implement a Salesforce-driven solution:

  • 360° Client View: Salesforce centralised all client data, providing a clear, comprehensive view of client relationships. A new client hierarchy system improved client management.
  • Unified Pipeline Process: A single pipeline process was established, reducing manual input and enhancing data accuracy. This also improved account planning and marketing integration.
  • Enhanced Broker Servicing: Guided workflows and real-time tracking of service requests improved broker servicing and team efficiency.
  • Seamless Data Integration: By utilising tools like MuleSoft and D&B Connect, data integration became automatic, eliminating manual data re-entry.
  • Improved Analytics: CRM Analytics and Salesforce dashboards automated reporting, providing deeper insights into business performance and whitespace analysis.

“Futureform was fully engaged from the start, committed to maximising the value we derive from Salesforce. Their expertise, particularly in the insurance sector, has been invaluable. I highly recommend them to any potential clients and have already referred them to another colleague.”
— Representative from Miller Insurance

Conclusion

By partnering with Futureform, Miller Insurance transformed its operations through Salesforce, gaining better visibility into client data, automating processes, and improving decision-making. The result is a more efficient, data-driven business ready to scale without sacrificing client service.