John Hancock Long-term Care Claim Upload Link

Buying life insurance used to mean meeting with an insurance agent, filling out a lengthy paper awarding, then waiting upwards to forty days for blessing. John Hancock wanted to simplify that experience for its customers. In 2014, the financial services company turned to Salesforce to create more mod, digital experiences.

Partnering with Salesforce has helped John Hancock improve client experiences. Today, prospective life insurance customers can go to John Hancock's online portal to quickly get a quote, submit an application, and sign it. Long-term care insurance customers tin can now submit service claims online instead of past fax.

Find out how a Salesforce architect helped John Hancock'southward team eliminate a major pain point.

"My single betoken of advice to anybody starting on the journey is agreement all of the resource that Salesforce tin offer yous and tap into those, whether it's an builder, professional person services, Premier Support, or even the learnings of the Trailblazer community."

Rethinking customer experiences and established business organization practices is a hard task, particularly for a brand with a 155-year legacy. "We're prepared to take some risks along the style, introduce, and understand the path that the customer wants the states to follow," said Len van Greuning, VP, Technology Officer.

Earlier John Hancock implemented Salesforce, the company used several legacy systems, some of which were duplicative and nearing end-of-life. Nevertheless, the systems didn't provide the CRM capabilities John Hancock needed or provide a unmarried view of customers.

The company decided to implement Salesforce and decommission the legacy systems. Today, John Hancock uses Sales Cloud and Service Cloud to give employees information well-nigh customers in one identify. The company besides uses Salesforce Shield, a feature of the Customer 360 Platform, to encrypt personally identifiable data (PII). John Hancock recently began using Salesforce Connect, another Platform feature, to connect Salesforce with a legacy data shop, minimizing the need to replicate data across different systems.

In 2016, the company worked with a plan builder from Salesforce Professional Services, which offers expertise and resources to help customers achieve their goals with Salesforce faster. "We really wanted to have heavily experienced professionals embedded into our teams and really work side by side with us," van Greuning said.

The architect helped John Hancock's team innovate faster, speeding up engineering releases needed to support online applications such as the life insurance application portal. "In the past, deploying a new version of this awarding could exist a four-to-6-week procedure. Having the Salesforce team there, we're now able to practice it twice a week," van Greuning said.

Working with a Salesforce builder helped John Hancock launch its new online life insurance awarding portal, which allows customers to become a life insurance quote and submit an application apace online. The new online life insurance portal has also improved experiences for John Hancock employees. Previously, processing a life insurance awarding required 140 manual steps. Today, all only a handful of steps are automated, which gives employees more time to focus on sales and client back up.

John Hancock also uses Salesforce to improve the experiences for long-term care customers. The company launched a long-term care portal with Salesforce Communities, which allows customers to upload images of receipts for service claims instead of faxing them.

1 of the most significant changes John Hancock has experienced is gaining a single view of the customer. "Getting a single view of the client has been very transformative for us," van Greuning said.

In the past, the company managed customer information in 15 to 20 different locations. Today, John Hancock integrates customer information into Salesforce, which allows it to manage all of its customer data on a single platform. That means service agents no longer need to swivel between applications. They can access all of the information they need in Service Cloud to improve serve John Hancock customers.

Len van Greuning'southward advice for starting on your journeying with Salesforce.

John Hancock's journey with Salesforce isn't over even so. The company plans to go along automating processes and exploring what'due south possible with the platform. Connecting with the larger Salesforce community has helped John Hancock solve challenges and answer questions quickly, van Greuning said. The company'south architect reached out to his network of Salesforce experts to help John Hancock find answers. John Hancock's Salesforce admins have expanded their knowledge with Trailhead online learning modules.

And for those looking to follow in John Hancock's footsteps, Len van Greuning had 1 thing left to say: "My single signal of advice to anybody starting on the journey is understanding all of the resources that Salesforce tin can offering y'all and tap into those, whether information technology's an builder, professional person services, Premier Back up, or fifty-fifty the learnings of the Trailblazer community."

shawpongle.blogspot.com

Source: https://www.salesforce.com/customer-success-stories/john-hancock/

Share this post