How Salesforce FSC Drives Profitable Growth and Operational Excellence for Life Insurers In today’s competitive landscape, life insurance carriers are under constant pressure to balance profitable growth with exceptional customer service. Long-term policies require meticulous underwriting, robust distribution networks, and relentless cost management. As a result, executives must closely monitor key performance metrics—such as loss ratios, expense ratios, persistency, embedded value, new business margins, ROA, ROE, and solvency ratios—to guide their organizations toward sustainable success. Enter Salesforce Financial Services Cloud (FSC). This powerful, industry-tailored platform isn’t just another CRM; it’s a comprehensive solution designed to help life insurers optimize their sales and distribution strategies while delivering actionable insights to improve critical KPIs.  At PS Advisory, we’ve seen firsthand how leveraging Salesforce FSC transforms businesses and drives growth. Join us as we dive into how this platform enhances profitability and supports long-term success in the life insurance industry. The Challenge: Managing Complexity in Life Insurance Life insurance carriers face unique challenges compared to other lines of business like property and casualty (P&C). While P&C insurers often rely on the combined ratio to gauge underwriting performance, life insurers must monitor a suite of metrics that span: Loss Ratio: Reflecting the proportion of premiums paid out as claims. Expense Ratio: Capturing operating costs against premiums earned. Persistency: Measuring customer retention and policy renewals. Embedded Value: Quantifying the net present value of future profits from existing policies. New Business Margin: Assessing the profitability of newly written policies. ROA & ROE: Indicating how effectively assets and equity are generating returns. Solvency Ratios: Ensuring sufficient capital to meet long-term obligations.   Balancing these KPIs requires both strategic vision and operational excellence. Carriers must not only manage underwriting and claims effectively, but also execute a multi-channel distribution strategy. This strategy should minimize costs while maximizing customer engagement and retention. The Salesforce FSC Advantage Salesforce FSC offers a suite of features designed to address these challenges head-on: 1. 360° Customer View and Data-Driven Insights Centralized Data: Integrates customer information from call centers, broker networks, digital channels, and back-office systems into one unified platform. This holistic view supports a more nuanced understanding of customer behavior and policy performance. Real-Time Analytics: Custom dashboards and reports empower executives to monitor key ratios—like persistency and new business margin—in real time. With visibility into these metrics, you can quickly identify trends or deviations, enabling agile decision-making. Predictive Analytics: Leverages AI to forecast customer churn, optimize policy renewals, and even fine-tune underwriting processes. For instance, improved persistency not only enhances customer loyalty but directly contributes to a stronger embedded value over time. 2. Enhanced Sales and Distribution Capabilities Streamlined Processes: Automates routine tasks from lead management to policy administration. By reducing manual intervention, Salesforce FSC helps lower the expense ratio and accelerates new business onboarding—thereby boosting your new business margin. Omni-Channel Engagement: Delivers a consistent customer experience across digital, phone, and in-person channels. A unified engagement strategy helps drive higher persistency ratios by ensuring that customers feel supported throughout the policy lifecycle. Channel Optimization: Identifies which distribution channels deliver the best return on investment. Whether it’s direct sales, broker networks, or bancassurance, the platform’s robust reporting tools help you focus on channels that yield the best performance—ultimately protecting your overall expense ratio and ROE. 3. Improved Underwriting and Claims Management Automated Underwriting: Enhances underwriting efficiency with AI-driven risk assessment. Automated underwriting can improve loss ratios by ensuring that risks are priced accurately and that policy issuance is both swift and cost-effective. Seamless Claims Processing: Expedites claims management with intelligent workflows that ensure quick adjudication. A fast, transparent claims process not only improves customer satisfaction but also helps maintain trust—a key driver of long-term persistency and embedded value. Compliance and Risk Management: Keeps your operations in line with regulatory requirements. Robust data integrity and audit trails help protect your solvency ratios by ensuring that capital is efficiently managed and that risk exposure is properly mitigated. Aligning KPIs with Strategic Growth Salesforce FSC enables life insurance carriers to transform raw data into actionable insights that directly impact profitability. By automating processes and improving efficiencies,it lowers expense ratios, reducing overhead and freeing up resources for growth initiatives.  Salesforce FSC strengthens persistency through personalized customer engagement and proactive retention strategies, driving renewals that boost embedded value and long-term profitability.  Optimized lead management and efficient sales processes improve new business margins, lowering acquisition costs and ensuring each new policy contributes robustly to the bottom line.  The platform also improves ROA and ROE by aligning sales and distribution strategies with real-time performance data, enabling informed decisions that enhance asset utilization and shareholder returns.  Finally, with consistent monitoring and agile responses to market conditions, Salesforce FSC helps maintain healthy capital buffers, ensuring robust solvency and allowing your business to thrive even in volatile environments. A Future-Ready Approach to Profitable Growth For life insurance executives, the future belongs to those who embrace technology and data-driven strategies. At PS Advisory we have seen how Salesforce FSC provides the tools necessary to not only streamline operations but also to elevate performance across key metrics that matter most. By enhancing customer engagement, optimizing distribution channels, and driving operational efficiency, Salesforce FSC will position your organization for a future where every policy is a building block for long-term profitability. Now is the time to harness the power of Salesforce FSC. Equip your teams with the insights needed to optimize loss ratios, control expenses, improve persistency, and boost new business margins. In doing so, you’ll not only drive profitable growth but also build a lasting competitive edge in the evolving life insurance market Take the Next Step: Discover how Salesforce FSC can transform your operations—schedule a demo today and take the first step towards a more agile, profitable future.

Transforming Insurance with AI: Why Salesforce FSC and Agentforce Are the Safe and Scalable Platforms for the Future The insurance industry is on the cusp of a major transformation, and one term is driving this evolution: Artificial Intelligence (AI). As insurers face rising loss costs and pressure on combined ratios, AI is a transformative force. For Managing General Agents (MGAs) and Property & Casualty (P&C) carriers, AI technologies such as Generative AI, Predictive AI, and Voice AI are proving pivotal in reducing friction, increasing efficiency, and ultimately, driving profitability. But how can insurance organizations deploy these cutting-edge technologies safely and at scale? At PS Advisory, we are confident that the solution lies in harnessing the power of a robust digital ecosystem. Salesforce Financial Services Cloud (FSC) for Insurance offers a secure, scalable platform that integrates AI across core processes. And now, with Salesforce Agentforce, insurers can further empower their agents to deliver superior customer experiences and drive growth. Today, we explore how these solutions come together to pave the way for a new era in insurance. The AI-Driven Revolution in Insurance Before diving into why Salesforce FSC and Agentforce are the right choices for AI deployment, let’s explore how AI is already reshaping key insurance functions: 1. Underwriting and Risk Assessment AI is revolutionizing underwriting by using predictive models to analyze vast amounts of data, from historical claims and policy details to IoT sensor inputs, enabling more precise and accurate risk assessments. This results in: Improved Accuracy: AI algorithms detect subtle risk patterns, reducing errors and preventing premium leakage. Faster Decisions: Automated risk analyses enable real-time decision-making, allowing insurers to quote and bind policies quickly. Fraud Prevention: Advanced systems flag inconsistencies in applications, catching potential fraud before policies are issued. For executives, these enhancements mean a more profitable portfolio where each policy is priced accurately, directly contributing to better combined ratios. 2. Claims Management Claims processing is the heartbeat of customer satisfaction and cost control. AI is streamlining this critical function by automating routine tasks, enhancing triage and fraud detection and improving customer experience.  Notably, we have seen insurers like Lemonade and Metromile demonstrate how AI-driven claims management significantly cuts processing costs and enhances customer satisfaction. This directly boosts profitability. 3. Pricing and Policy Personalization The era of static, one-size-fits-all pricing is over. AI allows for: Dynamic, Data-Driven Pricing: Continuous analysis of real-time data (telematics, IoT, etc.) enables insurers to adjust premiums on the fly. Hyper-Personalized Policies: AI tailors coverage to individual risk profiles, ensuring each policy reflects the customer’s true risk and needs. Competitive Advantage: Personalized pricing attracts lower-risk customers and improves retention, ultimately enhancing profitability. These capabilities allow insurers to optimize every policy’s risk-to-premium balance, directly impacting the combined ratio. 4. Customer Experience & Operational Efficiency AI enhances every customer interaction by providing 24/7 support through voice assistants and chatbots, automating back-office tasks with RPA, and empowering employees with actionable insights. The result is a seamless, digital-first experience that boosts customer loyalty, retention, and profitability by reducing both loss and expense ratios. Empowering Your Agents with Salesforce Agentforce As we’ve explored how AI is reshaping key insurance functions, we recognize that while AI-driven efficiency and automation are crucial, the success of any insurer ultimately relies on the strength and performance of its frontline agents. Salesforce Agentforce is designed to empower these agents, providing them with the tools and insights needed to excel in a digital environment. By integrating Agentforce into your digital strategy, insurers can ensure that their agents are not only equipped to meet modern customer expectations but also to drive profitable growth. Empowered agents mean better sales outcomes, higher customer satisfaction, and ultimately, an improved combined ratio. Why Salesforce FSC and Agentforce for Insurance? At PS Advisory, we’ve witnessed firsthand how Salesforce FSC provides a secure and scalable platform that empowers insurers to drive digital transformation with AI. It provides enterprise-grade security and compliance, ensuring your data is safe and meets regulatory standards. With seamless integration across Salesforce’s ecosystem and third-party APIs, it supports AI solutions like generative AI and predictive models. Built to scale with your organization, Salesforce FSC adapts to evolving AI needs, while offering a 360-degree view of customer data to personalize interactions, optimize risk assessments, and improve operational efficiency.  By leveraging the combined strengths of Salesforce FSC and Agentforce, insurers can lower combined ratios, achieve operational excellence, differentiate themselves competitively, and future-proof their business with a scalable, secure platform that drives innovation and adapts to market changes. Conclusion Insurance executives should embrace the fact that AI is transforming underwriting, claims, pricing, and customer experience. To unlock its full potential, a secure, scalable platform is essential – one that empowers both technology teams and frontline agents. Salesforce Financial Services Cloud and Salesforce Agentforce provide this foundation, offering an integrated solution that drives profitability, optimizes the combined ratio, and enhances customer experience.    Ready to leverage the AI revolution with Salesforce FSC and Agentforce? Contact us today to discover how you can position your organization for success in the rapidly evolving digital insurance landscape.

Transforming Insurance Distribution: Why Insurance & MGA Executives Should Choose Salesforce for Insurance At PS Advisory, we understand that in today’s rapidly changing insurance landscape, staying ahead means reimagining how you distribute products, whether through traditional channels or innovative digital solutions. With the rise of APIs, digital marketplaces, and embedded insurance, North American carriers and MGAs are benefiting from faster quotes, reduced costs, and enhanced customer experiences. To harness these opportunities, executives are turning to platforms that seamlessly integrate both legacy systems and modern digital solutions. Join us as we look at Salesforce for Insurance, a cloud-based platform designed to power your entire distribution strategy. The Digital Imperative in Insurance Distribution Recent trends show us that traditional distribution methods, while still valuable, are no longer enough. APIs now serve as the backbone of a modern distribution ecosystem, enabling real-time data exchange between carriers, MGAs, brokers, and digital marketplaces. This drastically reduces manual intervention and accelerates quote-to-bind processes. In markets where carriers are seeing double-digit growth in API-enabled products and embedded insurance, the need for a scalable, integrated platform has never been more urgent. Salesforce for Insurance addresses these challenges by offering: Seamless API Integrations: Easily connect with third-party InsurTech platforms, partner networks, and digital marketplaces, streamlining underwriting, quoting, and policy issuance. Automated Workflows: Reduce operational inefficiencies and free your team to focus on growth by automating routine tasks like data entry and compliance checks. Actionable Analytics: Gain insights into channel performance and customer behavior to optimize your product offerings and drive premium growth. Bridging Traditional and Digital Channels Insurance and MGA executives have historically relied on robust broker networks and established agent relationships. However, we are seeing with the advent of digital distribution, the market is shifting. Digital online marketplaces and embedded insurance models offer unprecedented access to new customer segments, often with higher conversion rates. For example, API-driven solutions have drastically cut processing times in areas like small business insurance and cyber coverage.  Salesforce for Insurance bridges these two worlds by: Enhancing Broker Relationships: Integrating with legacy systems, providing brokers real-time access to quotes and policy details, improving efficiency and customer engagement. Leveraging Embedded Insurance: Seamlessly embedding insurance products into non-insurance platforms like e-commerce sites or fintech apps, capturing premium growth from customers who may not have actively sought coverage. Scaling with Confidence: Whether processing hundreds or millions of policies, Salesforce’s cloud infrastructure scales to meet growing business demands. Real-World Success: The Salesforce Advantage Consider how industry leaders are leveraging Salesforce for Insurance: Cowbell Cyber, a pioneering cyber insurance MGA, leveraged API integrations to partner with digital marketplaces, enabling brokers to obtain instant quotes and bind policies in minutes. This efficiency not only accelerated their growth but also boosted their carrier partner’s market share. Ladder Life, a digitally native life insurance provider, has seen remarkable growth by embedding its offerings directly into partner websites and apps. The integration capabilities of platforms like Salesforce for Insurance ensure that these journeys are both seamless and scalable. Counterpart, an MGA focused on management liability, built an API-driven platform that allowed brokers to get real-time quotes, driving higher conversion rates and enabling their carrier partners to profitably expand in niche markets.   These success stories underscore that technology isn’t just an enabler, it’s a competitive differentiator. By choosing Salesforce for Insurance, your organization gains the tools needed to thrive in a digital-first world. The Bottom Line At PS Advisory, we understand that the future of insurance distribution is digital-first. As carriers and MGAs strive to streamline operations and capture new premium opportunities, a unified platform supporting both traditional and digital channels becomes indispensable. Salesforce for Insurance is a comprehensive solution that: Enhances efficiency with seamless API integrations and automated workflows. Provides powerful analytics for smarter distribution strategies. Supports scalability to grow with your business. Bridges the gap between legacy systems and emerging digital channels, ensuring a unified customer experience.   For insurance and MGA executives, embracing a platform like Salesforce for Insurance is a strategic necessity. By integrating traditional distribution strengths with digital innovations, you can unlock new growth opportunities, reduce operational costs, and ultimately, build a more profitable business. Ready to transform your distribution strategy and drive unprecedented growth? Connect with us today to explore a tailored solution for your unique distribution needs and set your organization on the path to success in the digital age.

Unlocking Underwriting Efficiency with Salesforce Financial Services Cloud Insurance executives face a dual challenge: providing high-quality coverage while maintaining profitability. Underwriting sits at the center of this balancing act, determining which risks to accept and how much to charge. With emerging risks and increasing demand for faster decisions, there’s an urgent need for more efficient, data-driven underwriting. Salesforce Financial Services Cloud (FSC) offers a solution to streamline operations, boost profitability, and support growth. Why Underwriting Efficiency Matters When underwriting runs efficiently, insurers can write more business and remain competitive. Unfortunately, traditional methods are often bogged down by manual data gathering, disconnected systems, and limited automation. Underwriters waste time chasing information and relying on outdated tools – leading to delays, errors, and missed opportunities. How Salesforce FSC Solves These Challenges Salesforce FSC helps solve these pain points by bringing all your customer and policy data together in one place. No more navigating fragmented systems — underwriters can access everything they need quickly. Automation takes care of the repetitive tasks, freeing up the team. Plus, with real-time analytics and AI insights, underwriters can make smarter decisions faster. Collaboration tools like Chatter ensure smooth communication between teams, and FSC’s scalability means it can grow with your business. Key Benefits of Streamlined Underwriting Streamlined underwriting comes with some clear advantages.  Faster Quote-to-Bind: By automating routine tasks and integrating data sources, insurers can issue quotes in minutes rather than days. This speed wins business in competitive markets. Enhanced Risk Selection: AI-driven recommendations and real-time analytics help underwriters identify profitable segments and steer clear of bad risks. Cost Savings: Efficient workflows reduce the need for manual interventions and rework, leading to lower underwriting expenses and improved combined ratios. Better Regulatory Compliance: Salesforce’s tracking and documentation capabilities help insurers remain compliant with industry regulations. Audits become simpler, and risk is more transparent. Integrated Distribution & Service: Because FSC is part of the broader Salesforce ecosystem, it aligns underwriting with other functions like sales, service, and marketing, leading to a seamless customer experience.   Real World Outcomes Insurance companies using advanced underwriting platforms have seen impressive results. Some have boosted new business premiums by up to 50% thanks to faster cycles and higher conversion rates. Loss ratios have improved by 3-5 points, leading to stronger profitability. The ability to adapt quickly through real-time collaboration and straight-through processing gives insurers an edge, especially in fast-moving areas like cyber insurance.   Steps to Get Started Assess Your Current Workflow: Start by mapping out your current processes to spot any inefficiencies. Define Your Data Needs: Make sure you know what internal and third-party data is crucial for your underwriting. Choose the Right Implementation Partner: Choosing a partner experienced with Salesforce FSC is key to a smooth integration. Pilot & Test: Begin with a specific product line to work out the kinks before scaling. Optimize Continuously: Use Salesforce’s analytics to keep improving your processes over time. Ready to Transform Your Underwriting? Underwriting efficiency is more important than ever in today’s competitive market. Salesforce Financial Services Cloud offers a flexible, powerful platform to help insurers speed up decisions, reduce costs, and increase profitability.   Want to learn more about how we can help you build a future-ready underwriting solution?   Get in touch today!

Driving Profitable Underwriting and Producer Loyalty Friction is an issue the entire insurance industry has always dealt with.  It’s embodied in what we call the “Friction Gap”: Friction Gap: The impact imperfect processes, systems and business practices have on both the loss and expense ratio The CIO’s Challenge: Balancing Transformation with Day-to-Day Operations Insurer management, CIOs in particular, are constantly caught between the need to drive innovation and the pressure of keeping daily operations running smoothly. With an average tenure of just four years, many CIOs spend most of their time “keeping the lights on,” unable to focus on strategic transformation. So, how can CIOs balance this while still driving meaningful change? It starts with asking the right question: How are my initiatives removing friction, lowering costs, and driving better underwriting results?   The submission process is particularly sensitive to friction. Less than optimal submission processes impacts both an insurer’s ability to close profitable business and the relationship with producers. It also drives up costs and impacts the expense ratio.   Here’s an interesting stat: 59% of insurers with better combined ratios than their direct competition have higher expense ratios than those same competitors. These insurers may have less efficient, manual operations BUT they are focused on what matters most to their distribution channels and are underwriting effectively. The risk is that they are not flexible enough to change direction quickly, regardless of whether that change is being driven by the market or management. Today, however, insurers can improve their operations and expense ratio without sacrificing the quality of their program – or taking a hit on their loss ratio. The Submission Process: Where Friction Lies Let’s break it down. Where does the friction live in the submission process, and how can we smooth it out? 1. Manual File Setup Here’s the problem: submissions often come through as PDFs, and someone has to manually re-enter the data into systems. This process is slow, costly, and prone to mistakes. This is where automation comes in. Tools powered by AI can extract data from those PDFs and automatically populate your underwriting system, cutting down the time spent on these repetitive tasks. Just look at what Louisiana Workers’ Compensation Corporation (LWCC) did – they automated their submission intake, going from 30 minutes of setup time per file to just 2 minutes. The result? Straight-through processing (STP) jumps from 40% to 71%. That’s a massive win for efficiency and freeing up underwriters to focus on more complex tasks.  2. Faster, Smarter Responses for Producers Producers are busy, and they’re working with a lot of carriers. They must know if their risk fits your appetite profile and want a quick quote indication. If your response time is slow, it puts the producer in a tough spot, and they’ll move on to one of your competitors. So, what can you do? You can speed up the quoting process by automating some of the decision-making, application testing and prioritizing high-value submissions. Salesforce’s tools help underwriters work faster, tie multiple systems together into a smooth flow, and collaborate more effectively with producers. This builds producer loyalty and drives more business. Take N2G Worldwide Insurance Services, for example. They used Salesforce to streamline complex submissions, consolidating seven systems into 3. The result? A 25% improvement in underwriting documentation and faster multi-line quotes. Not to mention, it helped solidify their relationships with producers. 3. Uncovering Missed Opportunities Another challenge? Underwriters often don’t have the bandwidth to review the applications they receive and focus on the producers they know, leaving new opportunities untapped. By using AI to scan all submissions and prioritize high-value risks, insurers can capture more opportunities without putting additional strain on their teams. This means you’re making more intelligent decisions and increasing your potential for profitability. 4. Compliance and Underwriting Discipline Manual processes also make it harder to consistently follow underwriting guidelines and regulatory requirements, especially for less experienced underwriters. However, with automation, Salesforce enforces the right rules at the right time, ensuring compliance and underwriting guidelines, reducing risk. This kind of consistency strengthens your foundation for growth and protects against potential issues down the road.     Why PS Advisory? At PS Advisory, we know the promise to “reinvent insurance” is a fallacy. We’re about removing the friction holding you back and helping you optimize your operations, from both an expense and underwriting experience perspective. As Salesforce’s 2024 Transformation Partner of the Year, we help insurers streamline operations, automate processes, and improve underwriting performance. We’ve worked with companies like N2G and LWCC to drive accurate, measurable results. Take The Next Step Reducing friction in the submission process isn’t just a nice to have; it’s a game changer. Insurers can use AI and automation to lower expense ratios, improve underwriting accuracy, and build stronger relationships with producers. The tools are here, and the expertise is available. Now, it’s up to you to take the next step.   Interested in diving deeper? Download our full whitepaper for exclusive insights on how streamlining your submission process can transform your underwriting operations and drive significant result.   GET COPY

The Time to Integrate AI into Insurance is Now The pace of change in today’s insurance landscape is staggering, with artificial intelligence (AI) leading this transformation. At PS Advisory, we’ve seen firsthand that adopting AI isn’t just about new technology, it’s about fundamentally rethinking how insurers operate and deliver value to their clients. Through our extensive work with insurance companies, we’ve learned that to truly revolutionize insurance, AI must be integrated into foundational systems and workflows that deliver meaningful, long-term results. Let’s explore how forward-thinking insurers are navigating this transformation and why waiting is no longer an option. 1. Legacy Systems: The Silent Barrier The insurance industry is no stranger to legacy technology. Many companies still operate on platforms built 30 years ago, architectures that were never designed to support AI or advanced integrations. These systems, while reliable in their time, were simply not designed to work with modern AI tools. The result? A bottleneck to progress. It’s easy to see why so many insurers hesitate. Replacing these outdated systems isn’t just a technical upgrade, it’s an undertaking that requires careful planning, investment, and customized solutions tailored to each organization’s needs. We firmly believe that migrating to AI-ready platforms is a strategic imperative for long-term success in our digital world. 2. The Fear of Change: Why Innovation Matters For many insurers, the fear of change is the real challenge. The pace of AI advancements can feel overwhelming, and it’s tempting to stick with what’s familiar. But here’s the hard truth: hesitation is more dangerous than embracing change. Insurers who choose to ignore AI risk being left behind, not only by established competitors who are moving faster but also by new entrants who are starting with cutting-edge tools from the get-go. The good news? The core principles of insurance haven’t changed. What needs to evolve are the systems and processes that support underwriting, claims management, policy servicing, and customer engagement. By integrating AI into these workflows, insurers can boost efficiency, improve accuracy, and create better, more personalized experiences for their clients. The goal isn’t to reinvent insurance; it’s to make it better and more effective. 3. Empowering Talent with AI While AI is transformative, human talent remains the insurance industry’s most valuable asset. Yet finding, training, and retaining skilled professionals is a persistent challenge. Here, AI can play a supporting role, enhancing workforce capabilities and productivity. By empowering human talent with AI, insurers ensure that their most valuable asset – people – remains central to organizational success. For example: Automation: AI can handle repetitive tasks, allowing employees to focus on strategic and creative initiatives. Augmentation: AI tools can assist underwriters, claims adjusters, and agents by providing data-driven insights, improving decision-making, and enabling better client interactions. Training: AI-powered platforms can personalize learning paths, helping employees upskill faster and stay ahead of industry trends.   When AI frees up human resources to focus on high-value areas like strategic thinking, innovation, and customer relationships, the result is that talent remains central to organizational success. Acting Today for Tomorrow’s Success The insurance industry’s competitive landscape is shifting rapidly. Organizations that embrace AI today will position themselves as leaders in an AI-driven future. Conversely, those that hesitate risk being left behind. To leverage the full potential of AI, insurance companies need to take proactive steps now: Assess Technology Infrastructure: Identify gaps in legacy systems that prevent AI integration. Invest in Scalable Platforms: Modernize core systems to create a solid foundation for AI and other advanced technologies. Prioritize Process Improvement: Use AI to streamline workflows, reduce inefficiencies, and enhance customer experiences. Cultivate a Culture of Innovation: Encourage employees to embrace change and provide training to help them adapt. Take The Next Step Our focus is making AI work for insurance, delivering tangible improvements in operations, customer satisfaction, and business performance. We’re achieving this through:   AI-Driven Process Optimization: Streamlining operations across key workflows Data-Driven Risk Assessment: Enabling better predictions and personalized experiences Digital Transformation: Ensuring smooth AI integration from claims to customer support   The future of insurance is being written now, with AI holding the pen. To deliver on AI’s promise, insurers must modernize systems and empower their workforce today. The time for waiting has passed, now is the moment to shape the future of insurance.  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 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.