How Insurance Executives Can Leverage Salesforce to Supercharge Policy Holder Service with AI Did you know that the average cost of handling a customer service case is $15 to $20? This number can rise significantly for more complex inquiries, putting pressure on insurance companies to find better solutions that keep both costs and policyholders satisfied. Salesforce offers an ideal platform for leveraging AI to meet these challenges quickly and securely. Quick Summary: Average cost of handling a customer service case is $15-$20, rising for complex inquiries. Agentforce Bots help deflect common inquiries, reducing agent workload and costs. Agentforce enhances customer experience and lowers costs with personalized, AI-driven support. AI-Grounded Email Generation automates routine responses, improving productivity. Streamlined Workflows help agents close cases faster, boosting efficiency. Here are four powerful ways Salesforce is transforming policyholder service with AI: 1. Agentforce Bots for Case Deflection Agentforce Bots are AI-empowered tools that can automatically manage common customer inquiries. Policy updates, billing questions, and general information requests are all prime candidates for deflection by these intelligent bots. By handling these repetitive inquiries, Agentforce Bots dramatically reduce the need for agent intervention, freeing up human representatives for higher-value, complex interactions. 2. Agentforce: Enhancing the Experience and Lowering Costs Agentforce is an AI-driven customer service tool that goes beyond basic bots to offer a more integrated service solution. By leveraging Agentforce, insurance companies can provide seamless, 24/7 support to policyholders, which not only reduces wait times but also leads to a more personalized customer experience. Agentforce uses AI to analyze customer history and behavior, allowing for more relevant responses and anticipating customer needs. By automatically routing more complex cases to the right agent with context already provided, Agentforce ensures that policyholders get quicker resolutions. This reduces the average handling time of each case, directly cutting costs. Additionally, Agentforce minimizes the workload on human agents, allowing them to focus on high-value tasks, which further contributes to cost savings and improved customer satisfaction. 3. AI-Grounded Email Generation and Summarization Responding to routine emails and creating case summaries can eat into an agent’s day, preventing them from focusing on more urgent matters. With AI-backed email generation and summarization capabilities integrated into Salesforce, insurance companies can save time and improve accuracy. These tools automate responses to common issues while providing agents with quick, effective summaries—enhancing productivity and ensuring consistency in communications. 4. Faster Time to Close with Streamlined Workflows AI within Salesforce isn’t just about automation—it’s also about enhancing the efficiency of every interaction. By streamlining workflows, Salesforce reduces average handling times, allowing agents to resolve inquiries faster. The result? A more efficient team and quicker closure on customer issues. AI tools like Next Best Action can also help agents make the best decisions in real-time, ensuring policyholders receive an informed response on every call. Why It Matters With the help of Salesforce, insurance companies can effectively cut costs, boost efficiency, and keep their service teams focused on delivering what matters most—an exceptional customer experience. AI doesn’t just offer cost-saving opportunities; it also empowers insurance agents to become more proactive, turning customer service from a cost center into a key driver of customer satisfaction and loyalty. Salesforce provides a secure and agile environment where insurance companies can adopt these capabilities with minimal disruption and maximum benefit. With the ever-growing emphasis on AI, there has never been a better time to bring its benefits to policyholder services. Ready to see how Salesforce can elevate your policyholder service with AI? Let’s connect and explore your options. Source:The average cost of handling a customer service case is approximately $15 to $20. (idiomatic.com). Transform Your Insurance Operations with Salesforce AI Don’t navigate the complexities of AI implementation alone. PS Advisory specializes in helping insurance carriers successfully implement and optimize Salesforce solutions like Agentforce and Data Cloud. Our team of insurance industry experts and certified Salesforce professionals can help you: Develop a strategic roadmap for AI implementation Configure and customize Salesforce solutions to your specific needs Ensure proper data governance and security compliance Train your team for optimal adoption Provide ongoing support and optimization Ready to Learn More? Book a meeting with our team and explore the steps to Successful AI Implementation in Insurance” and schedule a personalized consultation to discuss your specific needs.

Say Goodbye to ‘Pajama Time’: How AI and Salesforce Empower Underwriters and Improve Profitability In the competitive world of insurance, retaining top talent like Underwriters and Risk Managers is a critical challenge. At the heart of this challenge are the tools and systems your team relies on daily. These tools must not only be functional but should inspire efficiency, engagement, and value creation. Unfortunately, for too many organizations, the reality is different—leading to the phenomenon we often call “Pajama Time.” Quick Summary Retaining Underwriters and Risk Managers is challenging without the right tools. “Pajama Time” is a symptom of inefficient systems leading to burnout and turnover. Salesforce can be more than a CRM—it acts as an orchestration layer to streamline underwriting workflows. AI capabilities can transform underwriting processes, enhancing decision-making and efficiency. Extending AI to brokers through Agentforce can improve data quality and broker satisfaction. Leveraging Salesforce and AI can positively impact your combined ratio and keep your team engaged. The Cost of Pajama Time “Pajama Time” describes those late-night hours your Underwriters and Risk Managers spend catching up on work that didn’t get done during the day—usually because of outdated processes, disconnected systems, or manual tasks that slow them down. This extra time leads to burnout, frustration, and, ultimately, turnover. High turnover doesn’t just affect morale; it directly impacts your ability to manage risk and maintain profitability, contributing to unfavorable ratios like your loss or combined ratio. Salesforce: More Than a CRM There’s a misconception across the industry that Salesforce is just another CRM. In reality, Salesforce can be so much more—it can serve as a powerful orchestration layer for your Underwriting and Risk Management operations. Salesforce, when used effectively, can connect your data, automate workflows, and drive smart, AI-powered decision-making that’s grounded in your company’s unique data. By harnessing the Salesforce platform, you can streamline and centralize critical processes, eliminating the need for cumbersome manual tasks and allowing your Underwriters to focus on what they do best—assessing and managing risk. Salesforce acts as a robust workflow engine, bringing together data, systems, and processes in a way that truly empowers your team. AI-Powered Underwriting: A Competitive Edge Deploying AI with Salesforce isn’t just about adding another tool; it’s about fundamentally transforming how your teams work. Imagine AI models that can quickly analyze historical data to provide instant insights into risk factors or underwriting opportunities, all within a system that’s grounded in your company’s proprietary data. By integrating AI within Salesforce, your team can move away from repetitive data entry and focus on evaluating complex risks and building relationships—activities that require human expertise and contribute to the bottom line. Agentforce: Extending AI Capabilities to Brokers Salesforce’s capabilities are not limited to your internal teams—they can also extend to your broker network through tools like Agentforce. Agentforce allows you to create a seamless experience for brokers, enhancing the data they collect and improving the quality of submissions. By integrating AI capabilities into the broker portal, brokers can benefit from predictive insights and data validation features that ensure the accuracy and completeness of the information submitted. This leads to more efficient underwriting, fewer back-and-forth communications, and ultimately, a faster path to binding coverage. Adding AI to the broker portal can also enhance broker satisfaction by reducing their workload and providing better tools to serve their clients. Imagine a broker using the portal to get instant feedback on the likelihood of an application being approved or suggestions on how to strengthen a submission based on historical data. These capabilities empower brokers to make more informed decisions and contribute to a smoother overall process—benefiting both the broker and your underwriting team. Assessing Your Current Systems Ask yourself: Are your Underwriters and Risk Managers satisfied with the usability of your systems? Do your current tools help or hinder efficiency and decision-making? Are KPIs, risk insights, and portfolio metrics readily available for informed decisions? How much time does your team currently spend preparing for risk evaluations, and how could streamlined systems reduce that burden? Reduce Pajama Time, Increase Profitability With Salesforce as the orchestrator, supported by AI capabilities, your team can reduce manual tasks, simplify data access, and enhance decision-making. Empowered Underwriters are not only happier but stay longer, reducing turnover and its associated costs. The cumulative effect is a positive impact on your combined ratio—the ultimate measure of an insurance company’s profitability. In today’s evolving landscape, leveraging technology to reduce “Pajama Time” is more than just a perk—it’s a strategic advantage that affects your ability to attract and retain talent, manage risks effectively, and stay competitive. Transform Your Insurance Operations with Salesforce AI Don’t navigate the complexities of AI implementation alone. PS Advisory specializes in helping insurance carriers successfully implement and optimize Salesforce solutions like Agentforce and Data Cloud. Our team of insurance industry experts and certified Salesforce professionals can help you: Develop a strategic roadmap for AI implementation Configure and customize Salesforce solutions to your specific needs Ensure proper data governance and security compliance Train your team for optimal adoption Provide ongoing support and optimization Ready to Learn More? Book a meeting with our team and explore the steps to Successful AI Implementation in Insurance” and schedule a personalized consultation to discuss your specific needs.

Leveraging Salesforce to Solve the Industry’s Talent Retention Crisis: End Pajama Time, Boost Productivity, Reduce Employee Burnout, and Improve Combined Ratio Across the insurance industry, one recurring challenge has been the struggle to retain talented professionals. Employee retention is critical to long-term success, and optimizing your technology stack can be a game-changer. While many factors influence an employee’s decision to stay, one crucial piece that often gets overlooked is the technology and systems they use every day. The tools your team relies on play a significant role in keeping them engaged, productive, and, ultimately, loyal to your organization. Quick Takeaways to Reduce Employee Turnover and Improve Workflow Efficiency: Outdated systems lead to ‘pajama time’—extra hours spent working after-hours due to inefficiencies, which results in employee dissatisfaction. Leveraging Salesforce can streamline workflows, improve productivity, reduce burnout, and enhance employee retention. Empowered employees stay longer, leading to higher productivity, improved performance, and positively impacting the combined ratio. One common issue we hear about is ‘pajama time’. This term refers to the hours that employees spend working after hours—late at night, in their pajamas—because of inefficient workflows or outdated technology. Pajama time is a warning sign that outdated processes are harming productivity and employee well-being. These late-night efforts are a direct result of inefficient systems that can’t keep up during regular working hours, leading to frustration, burnout, and ultimately, increased turnover. When employees are constantly battling inefficiencies, they lose the drive and passion that made them want to work in the industry in the first place. And when talented people leave, it impacts more than just your team—it creates a ripple effect that undermines the performance of your entire organization and ultimately impacts your combined ratio. Leveraging Generative AI with Salesforce to Improve Workflow Efficiency and Employee Satisfaction Salesforce is the right platform to start implementing AI quickly and securely using Agentforce and Data Cloud. These tools help ensure that generative AI solutions are deployed efficiently and in compliance with industry standards, enabling faster innovation while keeping data secure. Another powerful tool for improving workflow efficiency and freeing employees to focus on more strategic tasks is generative AI. Generative AI can be integrated into your processes to automate repetitive tasks, like drafting emails, generating reports, and summarizing meeting notes, significantly improving workflow efficiency. This reduces the burden of mundane tasks, freeing up your team to focus on higher-value activities that make better use of their expertise and creativity. For instance, underwriters can use generative AI to quickly analyze data and generate insights, which can help them make more informed decisions without spending hours sifting through documents. Marketing Representatives can leverage AI to draft personalized communications, freeing up more time for relationship-building and strategic planning. Generative AI, when integrated with Salesforce, can further enhance the platform’s capabilities by making information retrieval seamless and accelerating the decision-making process. This not only helps reduce ‘pajama time’ but also empowers employees to work more effectively, ultimately contributing to higher job satisfaction and better organizational outcomes. So how do you identify if pajama time is a problem for your team? Let’s take a closer look. Are your employees satisfied with the usability of your systems? Do your tools help or hinder their efficiency? Are you leveraging the Salesforce platform to effectively manage interactions with your brokers, providing your team the resources they need to succeed? Do your Marketing Representatives and Underwriters have easy access to KPIs that make broker interactions more productive and impactful? How much time does it take your team to prepare for broker visits, and how could better systems reduce this burden? These are questions worth asking because inefficient systems don’t just impact performance; they drive your top talent away. Salesforce offers a powerful opportunity to solve these inefficiencies and transform your organization. By leveraging the Salesforce platform to streamline workflows, improve usability, and empower your employees with the tools they need to succeed, you can eliminate pajama time. Imagine a workplace where underwriters, marketing reps, and service teams can leave work on time because they have the right tools at their fingertips, thanks to a fully integrated Salesforce solution. Happier, more empowered employees are not only more likely to stay—they also deliver better results. With Salesforce, you can turn every broker visit into a strategic opportunity, reduce prep time, and provide real-time KPIs—all of which are possible with the right systems. When your team feels supported, valued, and empowered, they are more likely to stay, which positively impacts your combined ratio by improving efficiency, reducing operational costs, and maintaining institutional knowledge. It’s time to put pajama time to bed for good and create an environment where productivity and satisfaction go hand in hand. Transform Your Insurance Operations with Salesforce AI Don’t navigate the complexities of AI implementation alone. PS Advisory specializes in helping insurance carriers successfully implement and optimize Salesforce solutions like Agentforce and Data Cloud. Our team of insurance industry experts and certified Salesforce professionals can help you: Develop a strategic roadmap for AI implementation Configure and customize Salesforce solutions to your specific needs Ensure proper data governance and security compliance Train your team for optimal adoption Provide ongoing support and optimization Ready to Learn More? Book a meeting with our team and explore the steps to Successful AI Implementation in Insurance” and schedule a personalized consultation to discuss your specific needs.

How Insurance Carriers Can Leverage Salesforce Agentforce and Data Cloud to Succeed with AI Agents In today’s fast-paced AI landscape, the fear of missing out (FOMO) often drives insurance carriers to make top-down decisions on implementing generative AI. According to recent industry surveys, over 60% of insurance carriers struggle with AI implementation, with data integration and security concerns being the top challenges. Many carriers rush to build and deploy autonomous AI agents, only to find themselves dealing with the same implementation pitfalls that often accompany complex technology rollouts. Key Takeaways Salesforce Agentforce and Data Cloud simplify AI agent deployment for insurance carriers Pre-built models, ‘bring your own model’ capabilities and vector databases handle both structured and unstructured data Data Cloud ensures AI agents are grounded in reliable, verified company data Salesforce’s Trust Layer offers security and compliance for sensitive insurance data Collaboration across functions ensures AI aligns with business goals Agentforce and Data Cloud provide a sustainable, long-term AI strategy with ongoing support The Complexities of Building AI Agents In-House For many insurance carriers, building AI agents in-house quickly turns into a maze of challenges involving retrieval augmented generation (RAG), vector databases, and advanced data pipelines. Carriers often underestimate the need for ongoing tuning and the critical role that data quality plays in ensuring AI delivers reliable, timely results. Not only do these architectures require specialized skills, but also significant resources for development, testing, and iteration—often taking months to achieve reliable accuracy. These technical hurdles typically lead to: Extended development cycles Significant resource allocation Complex testing requirements Ongoing tuning and optimization needs How Salesforce Agentforce and Data Cloud Can Simplify AI Integration Salesforce’s Agentforce and Data Cloud address these challenges head-on, offering a robust ecosystem that removes much of the complexity associated with deploying AI agents. Unlike a purely custom-built solution, Agentforce provides pre-built, well-supported models while also offering ‘bring your own model’ capabilities with Data Cloud, allowing carriers to leverage custom models where specialized needs or cost considerations are important. Advanced Data Management Data Cloud serves as a powerful addition, aggregating and harmonizing data from disparate systems, enabling carriers to use real-time, high-quality data as the foundation for their AI agents. Additionally, Salesforce now incorporates the capabilities of a large vector database to accommodate unstructured data in the form of PDFs and call transcripts, which is critical as it is estimated that 80% of data is actually unstructured. Grounding AI Agents in Reliable Company Data A critical aspect of deploying effective AI agents is ensuring that they are grounded in reliable company data. Salesforce Data Cloud plays a vital role here by aggregating data from various sources and maintaining high data quality standards. With Data Cloud, insurance carriers can ensure that their AI agents are always working with accurate, up-to-date, and well-governed information. Data Governance and Compliance Data Cloud facilitates effective data governance by providing tools that help: Track data lineage Maintain data integrity Ensure compliance with regulatory requirements Enhance data quality Provide transparency for audit purposes Salesforce Trust Layer: Ensuring Safe and Secure AI Implementation Security and safety are paramount when deploying autonomous AI agents, especially given the sensitive nature of insurance data. Salesforce’s Trust Layer offers a set of governance and security capabilities that work in tandem with Data Cloud to ensure that AI is implemented in a safe and compliant manner. The Trust Layer provides control over data access, ensuring that only authorized users and systems can interact with sensitive information. The Importance of Cross-Functional Collaboration Another challenge for insurance carriers building in-house is the lack of a structured, cross-functional approach. Salesforce provides a cohesive platform that fosters collaboration between teams, from business stakeholders to developers and data scientists. Tools like Agentforce are built with usability in mind, meaning that business leaders in the insurance space, without extensive AI expertise, can interact with AI-driven agents and understand their outputs. Implementation Steps for Success Assessment PhaseEvaluate current data infrastructureIdentify key use casesDefine success metrics Implementation PhaseConfigure Agentforce settingsSet up Data Cloud connectionsEstablish security protocols Optimization PhaseMonitor AI performanceGather user feedbackRefine models and processes Mitigating the Risks of FOMO with Salesforce Solutions The desire to innovate can lead to hastily made AI decisions—a typical consequence of FOMO. Salesforce Agentforce enables insurance carriers to take a more measured, tactical approach to AI agent deployment. With pre-built capabilities and clear governance tools, Agentforce reduces the barriers to entry, allowing carriers to experiment with AI in controlled scenarios before expanding into broader use cases. A Sustainable AI Strategy with Salesforce To succeed with AI agents, insurance carriers need a roadmap that doesn’t end at deployment—it must include ongoing iteration, monitoring, and adjustments. Agentforce and Data Cloud are built with these long-term needs in mind, offering: Comprehensive support System integration capabilities Model refinement tools Continuous updates and improvements Scalable infrastructure Conclusion Insurance carriers stand at a pivotal moment in the evolution of AI. By utilizing Salesforce’s Agentforce, Data Cloud, and Trust Layer, carriers can confidently tackle the complexity of AI agent deployment, ensuring that their efforts are secure, data-driven, and aligned with business goals. This strategic approach allows carriers to innovate without falling into the common pitfalls of hastily made decisions driven by FOMO, ensuring a sustainable AI journey well into the future. Transform Your Insurance Operations with Salesforce AI Don’t navigate the complexities of AI implementation alone. PS Advisory specializes in helping insurance carriers successfully implement and optimize Salesforce solutions like Agentforce and Data Cloud. Our team of insurance industry experts and certified Salesforce professionals can help you: Develop a strategic roadmap for AI implementation Configure and customize Salesforce solutions to your specific needs Ensure proper data governance and security compliance Train your team for optimal adoption Provide ongoing support and optimization Ready to Learn More? Book a meeting with our team and explore the steps to Successful AI Implementation in Insurance” and schedule a personalized consultation to discuss your specific needs.

Empowering Insurers with AI: Boost Combined Ratio and Efficiency Using Data Cloud In today’s rapidly evolving insurance landscape, the strategic implementation of AI has become crucial for survival and growth. Yet technology executives face a complex challenge: how to leverage AI’s transformative power while ensuring data security, avoiding discrimination, and maintaining strict compliance. Salesforce’s Data Cloud offers a balanced solution, enabling insurers to harness AI’s potential without compromising on safety or ethics. The Five Pillars of AI-Driven Insurance Transformation 1. Data Unification and Harmonization The foundation of any successful AI implementation lies in the quality and accessibility of data. For insurance companies, the challenge of scattered information across legacy systems, departmental silos, and various platforms has long been a barrier to digital transformation. Data Cloud addresses this fundamental challenge by creating a unified data ecosystem that brings together every touchpoint of your insurance operations—from initial policy applications to claims processing and customer service interactions. This comprehensive integration enables: Unifying policy data, claims information, and customer service records Creating a comprehensive 360-degree customer view Enabling data-driven decision making across all operations Breaking down information silos that hinder efficiency 2. Secure Data Management with Salesforce Trust Layer In an era where data breaches can devastate customer trust and company valuation, security cannot be an afterthought. The Salesforce Trust Layer represents a sophisticated approach to data security that goes beyond basic encryption and access controls. It provides a comprehensive security framework specifically designed for the sensitive nature of insurance data, ensuring that innovation never comes at the cost of protection. This robust security infrastructure delivers: Advanced security controls and permissions management Robust encryption for sensitive customer data Seamless compliance with industry regulations Balance between innovation and data protection 3. Predictive Modeling and Insights With a solid foundation of unified, secure data in place, insurance companies can begin to harness the true power of AI-driven analytics. Through tools like Einstein Discovery, insurers can move beyond reactive decision-making to proactive risk management and opportunity identification. These predictive capabilities analyze patterns across vast datasets to uncover insights that would be impossible to detect through traditional methods. This advanced analytical capability enables: Advanced predictive modeling for risk assessment Early fraud detection capabilities Optimized underwriting processes Data-driven decision making across operations 4. Automated Workflows with Agent Force Integration In the insurance industry, efficiency isn’t just about speed—it’s about accuracy, consistency, and customer satisfaction. Agent Force integration takes the power of Data Cloud beyond analysis into practical, day-to-day operations. By automating routine tasks and streamlining complex processes, insurance companies can significantly reduce processing times while improving accuracy and customer service. This intelligent automation system provides: Streamlined document processing and data extraction Automated routine tasks and administrative processes Enhanced agent productivity and response times Improved customer service through faster processing 5. Grounded AI with Built-in Guardrails The power of AI in insurance must be balanced with responsibility and control. Data Cloud’s approach to AI implementation emphasizes the importance of grounding AI decisions in real, company-specific data rather than generic algorithms. This ensures that AI solutions are not just powerful, but also reliable and trustworthy for your specific business context. With built-in safeguards and oversight mechanisms, you can confidently deploy AI across your operations while maintaining: AI models grounded in your actual business data Reduced risk of AI hallucinations Strong oversight and transparent operations Ethical AI practices that protect all stakeholders The Bottom Line: Impact on Combined Ratio For insurance executives, the most compelling aspect of this technology is its impact on the combined ratio—a crucial metric of insurance profitability. By improving operational efficiency and reducing claims costs, Data Cloud helps insurers: Lower processing expenses Reduce claims leakage Improve underwriting accuracy Enhance overall profitability Looking Ahead The insurance industry stands at a pivotal moment where AI adoption is no longer optional but essential for maintaining competitiveness. Data Cloud provides a secure, efficient path forward, allowing insurers to embrace AI-driven transformation while maintaining the security and compliance standards their business demands. For insurance companies ready to take the next step in their digital transformation journey, Data Cloud offers a balanced approach that addresses both the opportunities and challenges of AI implementation. It’s not just about adopting new technology—it’s about doing so in a way that enhances operations while protecting what matters most: your data, your customers, and your business reputation. Take the Next Step The path to AI-driven excellence is clear, and early adopters are already seeing significant results. Don’t let the competition get ahead. Transform your insurance operations with AI that’s secure, efficient, and proven to deliver results. Schedule your free consultation and receive: Custom AI readiness assessment Potential ROI analysis Implementation roadmap Security and compliance review Book a meeting with our team and explore how we can help drive your insurance technology initiatives forward. Together, let’s shape the future of insurance—one innovation at a time.

A well-implemented Salesforce solution can revolutionize how Life & Annuity carriers manage relationships with Independent Marketing Organizations (IMOs). It centralizes data management, streamlines workflows, and

A well-implemented Salesforce solution can revolutionize how Life & Annuity carriers manage relationships with Independent Marketing Organizations (IMOs). It centralizes data management, streamlines workflows, and

A well-implemented Salesforce solution can revolutionize how Life & Annuity carriers manage relationships with Independent Marketing Organizations (IMOs). It centralizes data management, streamlines workflows, and

A well-implemented Salesforce solution can revolutionize how Life & Annuity carriers manage relationships with Independent Marketing Organizations (IMOs). It centralizes data management, streamlines workflows, and

Effective marketing strikes a balance between engagement and brand recall. While memorable campaigns like the ITC puppy booth attract attention, they risk overshadowing the brand itself. In insurance marketing, from trade shows to email campaigns, the key is to create messages that are engaging yet clearly associated with your brand. Successful strategies combine clear branding, simplicity, personalization, and storytelling to ensure your message resonates and your brand is remembered.