TM HCC Surety — Digital Transformation with Salesforce

Technologies: Salesforce Service Cloud, Synatic Middleware, Visualforce and JavaScript, Salesforce Open API Platform, Box and Email Integrations, Mobile Enablement, Informatica Cloud

Tokio Marine HCC needed to upgrade their technology infrastructure to support international growth and ensure compliance across multiple jurisdictions.

The Challenge

TM HCC Surety faced several pressing business and technology challenges: - End-of-life systems: Their legacy case management solution was being sunset, threatening operational continuity. - Fragmented data: Policy, broker, and distribution data were scattered across systems like GSA, Infinity, and Eclipse, reducing visibility. - Inefficient processes: Underwriters and marketing reps had no unified platform to track cases or manage broker relationships, leading to inconsistent communication and delayed decision-making. - Poor UX and adoption: The old CRM had low user engagement, lacked mobile access, and had no aggregated reporting or analytics

The Solution

PS Advisory partnered with TM HCC to deliver a multi-phased Salesforce program that modernized both underwriting operations and distribution management: 1. Surety Case Management - Migrated all case data and custom integrations to Salesforce Service Cloud. - Delivered a console-based solution providing Day 1 improvements in user effectiveness without custom code. - Used Visualforce and JavaScript to work around Professional Edition limitations, later upgrading to Enterprise Edition for Apex-based automation and GSA database integration 2. Distribution Management & Analytics - Built a custom solution for underwriters and marketing reps to manage broker interactions. - Integrated GSA and policy data into a full analytics model, providing visit tracking, interaction history, and performance dashboards across the broker network 3. User Enablement - Provided mobile access for field managers. - Deployed dashboards and reporting capabilities, allowing customizable analytics and real-time insight from any TM HCC-supported device

The Results

TM HCC Surety achieved measurable business improvements: - Rapid delivery: Core case management solution implemented in six months. - Full case visibility: Enabled tracking of data, process steps, and documentation across underwriting. - Improved broker engagement: Complete view of producer accounts and contacts led to stronger relationships and better prioritization. - Data-driven insights: Leadership gained access to actionable analytics that were previously unavailable. - Operational efficiency: Reduced time spent on low-value manual tasks through process automation and direct integrations

Migrating our Surety Operation to Salesforce Service Cloud has allowed us to deliver business value, speed up digital innovation, and reduce infrastructure costs. Most importantly, my business now has insight into its operations that they were blind to in the past.

Kaz Yasui, Chief Information Officer, TM HCC – Surety & Credit Groups