From Paper to Platform: How Lancer Insurance Modernized Underwriting with PS Advisory

From Paper to Platform: How Lancer Insurance Modernized Underwriting with PS Advisory

Technologies: Salesforce Sales Cloud

Lancer Insurance, a leading provider of passenger transportation coverage, sought to modernize its underwriting and submission process. Their existing workflows were manual, paper-dependent, and lacked real-time visibility for managers and underwriters. The result was slow submission-to-bind times, limited reporting capabilities, and no mobile access for underwriters in the field

The Challenge

- Manual, paper-heavy business processes for underwriting submissions and approvals. - No real-time visibility into submission status for managers. - Lack of mobile capabilities, forcing underwriters to work from the office. - Limited reporting, hindering the ability to manage workload and measure performance.

The Solution

PS Advisory partnered with Lancer to deliver a custom Underwriter Desktop solution on the Salesforce platform in just eight months - Custom BPM Solution: Built a tailored Business Process Management (BPM) application to track and action new submissions, renewals, and ECR work items. - Real-Time API Integrations: Leveraged Salesforce’s Open API infrastructure to integrate with Lancer’s proprietary RESTful services for live data exchange. - Mobile Enablement: Provided managers and underwriters access to key data and analytics from any supported mobile device without additional customization. - Process Automation: Implemented native Salesforce automation (Process Builder, Approval Processes, Visual Flows) to streamline approvals and notifications. - Advanced Reporting: Deployed Salesforce native analytics to deliver real-time workload and submission visibility across the underwriting team.

The Results

- Increased Underwriter Productivity: Underwriters gained a single interface to manage all submissions, reducing time from submission to bind. - Enhanced Manager Visibility: Real-time dashboards improved workload balancing and performance oversight. - Reduced Operational Friction: Automation replaced manual paper processes, minimizing delays and errors. - Faster Time to Value: Solution deployed in eight months, rapidly delivering business impact

Developing a custom BPM solution on the Salesforce.com platform for Lancer Passenger Transportation Underwriters increased underwriter effectiveness, greatly improved manager visibility, and reduced time from submission to bind.

Timothy H. Delaney, Senior Vice President – Passenger Transportation