Connected Insurance Operations: Unified Visibility Across Salesforce + Guidewire/Duck Creek
The Client, a regional P&C carrier with a large broker network, was operating with fragmented visibility across distribution, underwriting, servicing & claims coordination. Salesforce was used for certain relationship workflows, but underwriting execution & servicing status lived across multiple systems. Brokers frequently requested status updates & internal teams struggled with handoffs & inconsistent operational transparency.
The carrier wanted to modernize operational visibility and coordination without replacing core systems—by connecting Salesforce workflows with their existing policy administration, billing, and claims platforms.
challenge
- Disconnected Pipeline and Underwriting Execution: Distribution teams lacked real-time visibility into where submissions were in underwriting, creating inconsistent broker updates and follow-ups.
- Servicing and Claims Coordination Gaps: Policy servicing requests and claim status visibility were fragmented across systems, slowing handoffs and increasing internal and broker follow-ups.
- Limited SLA and Bottleneck Visibility: Operational leaders could not track end-to-end cycle times, bottlenecks, and workload distribution across underwriting and servicing teams.
- Core System Dependency and Integration Complexity: The carrier required integration patterns that worked with existing core platforms without disrupting production systems.
solution
- Salesforce as a Connected Operating Layer: Implemented a workflow layer connecting distribution, underwriting, and servicing coordination in one governed workspace.
- Integration with Guidewire/Duck Creek + Billing Systems: Built proven integration patterns to synchronize key policy, billing, and claims status data to enable operational visibility.
- Broker-Facing Status Transparency: Enabled structured broker communication and improved visibility into submission and servicing progress.
- Workflow Automation for Handoffs and Coordination: Standardized servicing and coordination workflows to reduce delays caused by manual handoffs.
- Operational Dashboards for Performance Monitoring:Delivered leadership dashboards for SLA adherence, bottlenecks, leakage, and broker responsiveness.
- Tech Stack: Salesforce (Sales + Service workflows), integration layer (Guidewire/Duck Creek), dashboards and reporting
Outcomes
- Reduced Broker Follow-Ups: Delivered a 20–35% reduction in broker “where is this?” follow-ups through improved status visibility and structured workflows.
- Improved SLA Adherence: Improved SLA compliance by 15–25% across underwriting and servicing coordination through better workload and bottleneck visibility.
- Faster Cross-Team Coordination: Reduced servicing and claims coordination delays through standardized handoffs and unified operational tracking—without replacing core systems.
We weren’t trying to replace our core platforms—we needed visibility and coordination across teams. V2Force delivered a clean operating layer on Salesforce with integration patterns that worked within our constraints.
Director, Enterprise Applications (Regional P&C Carrier)
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