Transforming Workers’ Compensation Operations: The LWCC Success Story

Transforming Workers’ Compensation Operations: The LWCC Success Story

Technologies: Salesforce Industries (SFI), Salesforce Financial Services Cloud (FSC), Marketing Cloud, Salesforce Experience Cloud (Broker Portal), Synatic for integration and automation, MuleSoft, OCR for submission intake

LWCC needed a modern, efficient system to manage policy processes and customer interactions. Their legacy systems were outdated and inefficient.

The Challenge

LWCC’s legacy technology stack slowed its ability to serve policyholders and agents effectively. - Seven disconnected systems led to manual, error-prone processes. - Agency relations teams spent three hours preparing for producer visits. - The legacy broker portal was difficult to update, limiting user experience improvements. - Rating changes took 1–2 months to implement, delaying responsiveness to market shifts

The Solution

PS Advisory designed and delivered a multi-phase Salesforce transformation: - Distribution Management & Analytics: Created live dashboards and agency reports, cutting prep time from three hours to 15 minutes. - Broker Portal Rebuild: Delivered a mobile-ready Salesforce Experience Cloud portal with OCR-based submission intake, capturing 200+ data points automatically. - Underwriting Workbench: Consolidated tools into a single workspace, enabling configurable straight-through processing and rapid deployment of rating changes. - Transactional Messaging Engine: Built a persona-driven email engine in Marketing Cloud, integrated with Salesforce and Synatic for real-time triggers

The Results

LWCC realized measurable improvements across efficiency, accuracy, and customer experience: - 71% straight-through processing rate (up from 40%). - File setup time reduced by 93% (30 min → 2 min). - Agency prep time reduced by 92% (3 hrs → 15 min). - Rating change turnaround cut from months to days (1–2 months → 2–3 days). - Endorsement automation: 25% STP for 15,000 endorsements annually. - Real-time reporting and improved producer engagement resulted in better, more proactive broker relationships - LWCC’s transformation earned the 2024 Celent Model Insurer Award for Legacy and Ecosystem Transformation

From the outset, PS Advisory has taken a collaborative approach, working closely with our team to understand our business needs and to develop tailored solutions that are efficient, effective, and scalable.

Cody Dickinson, AVP Enterprise Systems & Innovative Technology, LWCC