Insurance & Financial Services · Salesforce Financial Services Cloud

Connected Policyholder Service and Claims Operations

An insurance organization sought a more connected view of policyholders, coverage, service requests, and claims. The proposed Salesforce Financial Services Cloud implementation brings relationship data and operational workflows together while retaining integrations with policy and claims systems.

Policyholder 360Claims CoordinationPolicy ServicingSecure Integrations

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Salesforce

Policyholder 360

Unified

Policyholder 360

✓ Enabled

Connected

Claims Coordination

✓ Enabled

Automated

Policy Servicing

✓ Enabled

Visible

Secure Integrations

✓ Enabled

Project Overview

Unified CRM & Automated Business Processes

Hyperlink InfoSystem integrated Salesforce with enterprise applications, customer databases, ERP, support, and operational systems to synchronize CRM data, automate cross-system workflows, and improve data consistency and operational visibility.

Industry

Enterprise CRM & Business Operations

Platform

Salesforce Integration Platform

Policyholder 360

Policyholder 360 helps teams coordinate information and deliver a more consistent experience.

Claims Coordination

Claims Coordination helps teams coordinate information and deliver a more consistent experience.

Policy Servicing

Policy Servicing helps teams coordinate information and deliver a more consistent experience.

Secure Integrations

Secure Integrations helps teams coordinate information and deliver a more consistent experience.

Business Challenges

Addressing Operational Gaps in Insurance & Financial Services

Siloed policyholder records

Siloed policyholder records made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Manual claim status inquiries

Manual claim status inquiries made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Disconnected policy systems

Disconnected policy systems made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Slow case routing

Slow case routing made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Limited service history visibility

Limited service history visibility made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Sensitive financial data controls

Sensitive financial data controls made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Core Requirements Identified

Provide secure, validated financial services cloud profiles capabilities with clear ownership and integration controls.
Provide secure, validated policy administration connector capabilities with clear ownership and integration controls.
Provide secure, validated claims system integration capabilities with clear ownership and integration controls.
Provide secure, validated service case management capabilities with clear ownership and integration controls.
Provide secure, validated claims intake & routing capabilities with clear ownership and integration controls.
Provide secure, validated policyholder communication capabilities with clear ownership and integration controls.

Solution Architecture

Salesforce Financial Services Cloud Solution Architecture

Connect · Unify · Automate · Improve

Core Capabilities

Policyholder 360

Claims Coordination

Policy Servicing

Secure Integrations

Architecture

Core Platform Components

Financial Services Cloud Profiles

Financial Services Cloud Profiles supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Policy Administration Connector

Policy Administration Connector supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Claims System Integration

Claims System Integration supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Service Case Management

Service Case Management supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Claims Intake & Routing

Claims Intake & Routing supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Policyholder Communication

Policyholder Communication supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Workflow & Approval Rules

Workflow & Approval Rules supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Security & Reporting

Security & Reporting supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Implementation Strategy

Five Phases of Salesforce Financial Services Cloud Implementation

A phased delivery approach established requirements, built the salesforce financial services cloud, validated connected workflows, and supported adoption.

Policy and claims discovery

Map stakeholder needs and priority user journeys
Document existing systems and operational constraints
Define measurable acceptance criteria

Data mapping and integration

Design domain data models and permissions
Plan interfaces with source systems
Establish data quality and security controls

Service and claims workflow design

Configure and build core business capabilities
Automate priority workflows and notifications
Review functional behavior with stakeholders

Testing and compliance review

Test integration and exception scenarios
Validate user experience and access controls
Prepare onboarding and operational guidance

Rollout and service improvement

Roll out in controlled stages
Monitor adoption, errors, and workflow health
Refine capabilities based on real feedback

Transformation

Before vs. After

The solution replaces fragmented experiences with integrated Salesforce workflows and governed data visibility.

Before

Siloed policyholder records caused avoidable delays or inconsistent information.

Manual claim status inquiries caused avoidable delays or inconsistent information.

Disconnected policy systems caused avoidable delays or inconsistent information.

Slow case routing caused avoidable delays or inconsistent information.

Limited service history visibility caused avoidable delays or inconsistent information.

After

More complete policyholder service context

Better visibility into claim and service status

More consistent policy servicing handoffs

Reduced duplicate data entry between systems

Stronger access control and operational reporting

Business Impact

Business and Operational Outcomes

More complete policyholder service context

Better visibility into claim and service status

More consistent policy servicing handoffs

Reduced duplicate data entry between systems

Stronger access control and operational reporting

The salesforce financial services cloud approach brings connected data, clearer workflows, and a more consistent experience to insurance & financial services operations.

Salesforce Financial Services Cloud · Solution Overview

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