Cloud Sherpas, a leading provider of cloud advisory and technology services, has released eContact Center and Producer Direct, two new cloud-based solutions for insurance companies built on the Salesforce platform to meet the sales and service needs of insurers. Both solutions have been certified by Salesforce as part of its Fullforce program. Cloud Sherpas initially received a Salesforce Fullforce certification in May 2014 with itsInvestment Management Playbook.
eContact Center: creating an effortless customer service experience
Consumers today expect personalized interactions with insurance carriers based on past incidents, digital marketing campaigns, and mobile applications, among other digital touchpoints. The eContact Center solution provides insurance firm brokers with a 360 degree view of their customers by integrating phone, email, IM and other customer data passing through Salesforce, while providing an enhanced customer experience and guiding service representatives behavior. The solution allows for:
- A consolidated customer map, including related parties (agents, beneficiaries, households)
- Context-based, consistent information gathering and presentation based on channel intake data (voice, chat, IVR)
- Predictive “next-best-action” and guided servicing
- Abstraction of the right information at the right time of the service flow
- Enhanced reporting and recording of activity types
Producer Direct: enabling an omni-channel selling platform for insurance agents and brokers
The Producer Direct solution is designed to make insurance agents and brokers more effective in selling and more productive by enabling optimal agent behavior. The solution helps to limit distractions by providing smart lists to drive concentration on key deal closing activities, like renewals or contract changes, plus auto re-prioritize tasks on a daily basis as priorities change. Additionally, the Producer Direct enables real-time deal collaboration and appointment tracking. The solution enables:
- Faster on-boarding and integration to brokers network for recruitment
- Focused list of leads with ranking, notes, and first touch point details
- Proactive workflow and notifications which allow for quicker access to information
- Prescriptive smart lists to create optimal sales agent productivity
- “Anytime, anywhere” access through the mobile app
Cloud Sherpas has been a Salesforce partner since 2007. Over the past eight years, the Atlanta-based firm, which now has hundreds of Salesforce-focused employees in countries around the world, has completed over 3,000 projects for Salesforce customers, including many large enterprise clients. The firm has earned Salesforce Global Strategic Consulting Partner status in North America, Europe and Asia-Pacific.
“We are thrilled that Cloud Sherpas has been recognized as a Salesforce Fullforce Solution partner to transform how companies connect with their insurance customers,” said Kori O’Brien, vice president, global alliances and industry solutions, Salesforce. “We work closely with Salesforce Fullforce Solution partners to ensure our customers benefit from Cloud Sherpas industry expertise with Salesforce’s Customer Success Platform.”
“In an increasingly competitive marketplace, insurance companies need solutions that develop and nurture customer relationships,” says Gary DiOrio, president, Salesforce business unit, Cloud Sherpas. “eContact Center and Producer Direct solutions support this mission by making data within Salesforce more actionable to insurance company sales and service reps. Having helped many of the world’s largest insurance companies implement and use Salesforce, we’re confident these new solutions are just what companies are looking for.”
Salesforce Fullforce Solutions
Salesforce Fullforce Solutions are systems integrator or consulting partner offerings recognized for their specialization in priority Salesforce industries and other key solution areas. Fullforce Solution partners have demonstrated expertise and receive Salesforce go-to-market support, executive sponsorship and guidance as part of the Salesforce Partner Program.
About Cloud Sherpas
Cloud Sherpas provides cloud advisory and technology services to improve customer experience for the world’s leading brands. With more than 1,000 people serving enterprise clients and thousands of other businesses around the world, our global team provides cloud strategy, implementation and integration support, as well as training and platform enhancements for customers across all industries. Cloud Sherpas is part of the salesforce.com Partner Program and has earned Salesforce Global Strategic Consulting Partner status, a four-time Google Enterprise Partner of the Year for Google Apps and a ServiceNow Master Solutions Partner. Cloud Sherpas is headquartered in Atlanta, GA with offices throughout the United States and operations in Australia, India, Japan, New Zealand, Philippines, Singapore, United Arab Emirates and the United Kingdom. For more information visitwww.cloudsherpas.com.
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