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Financial Services Articles

Silverline and PURE Build a Premier Customer Experience

Client News

Learn how PURE is delighting customers, disrupting the market, and building loyalty with Salesforce.

PURE

Privilege Underwriters Reciprocal Exchange (PURE) is a policyholder-owned insurer dedicated to creating an exceptional experience for responsible high net worth individuals and families.  The PURE product suite includes best-in-class, customizable coverage throughout the U.S for high-value homes, automobiles, jewelry, art, personal umbrella liability, watercraft, and flood.

Challenges

At PURE, a top business priority is to create what they call an ‘exceptional member experience’, one that produces member (policyholder) enthusiasm that will yield lasting growth through word of mouth. PURE began using Net Promoter Score® (NPS) to benchmark that enthusiasm and identify ways to create greater value for the membership.

Segmenting PURE’s NPS proved that they create an extraordinary level of enthusiasm and loyalty through the claim process, but that claimants yearn for even more ‘real-time’ information. They also observed that members who never experienced a claim while with PURE generally weren’t as enthusiastic as those who did, prompting them to invest in enhancing non-claim interactions and communication. Finally, a disproportionate share of PURE’s membership is among the 49% of U.S. adults that connect regularly to the internet via three or more devices, and that they needed to better serve them on whatever device they choose.

PURE wanted a secure private member portal to provide members with online access to vital services and information, all from one location. PURE teamed with Silverline to create a member portal to:

  • Support PURE’s commitment to deliver the single best service experience members will ever have;
  • Provide 24/7 access to important information and documents (i.e., policies, invoices, and insurance ID cards) in a secure, responsive, mobile-friendly online environment;
  • Make it easy for members to conveniently manage their coverage portfolio for all policies in a single place;
  • Address the top 20 member service issues and questions, thereby improving member experience while reducing service call volume;
  • Encourage even more members to ‘go paperless’;
  • Eliminate confusion associated with the billing process; and,
  • Enhance the claims process with a transformational level of transparency, real-time information, and human-centric options.

Top 10 Summer ‘14 Features for Financial Services

Events

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Silverline was the proud host and sponsor of another great Financial Services Salesforce User Group. After some food, drinks, and networking (and a few technical difficulties as we learn how to use our A/V equipment in our new office) we heard from Cheryl Feldman, Business Systems Analyst at S&P Capital IQ and Roger Mitchell, Solution Architect at Silverline on the Top 10 Summer ‘14 Features for Financial Services.

Let’s get started with the countdown:

Salesforce Financial Services User Group August 7th!

Events

FinServ_User_Group_Logo

Mark your calendars! The next Salesforce Financial Services User Group is August 7th. The meeting will be hosted virtually and in person at Silverline’s new headquarters (860 Broadway, 5th Floor, NYC). Click here to register.

Discussion will focus on features in the Salesforce Summer ’14 release as well as sharing and security concerns. Both Salesforce and Silverline will have financial services experts on hand to answer your questions. All levels of Saleforce expertise are welcome to attend.

Agenda

10 Ways Mobile Technology Revolutionized Wealth Management

Financial Services

FinancialPlanning.com recently shared a top 10 list focusing on the how mobile technology has transformed the wealth management industry. The wealth management industry has been a late adopter to mobile technology, though this isn’t surprising given the stringent regulatory environment and privacy issues that govern the industry.

So what made the wealth management industry embrace mobile? Let’s take FinancialPlanning.com’s list a step further and dive into the technology behind it; here is my version of the 10 ways Salesforce and mobile technology has transformed the wealth management industry:

SILVERLINE ACHIEVES SALESFORCE FULLFORCE CERTIFICATION FOR ITS WEALTH MANAGEMENT SOLUTION

Financial Services

Press Release 

Silverline taps into the power of salesforce.com to help accelerate business transformation in the Wealth Management Industry

New York, NY – May 30, 2014 – Today, Silverline announced it has joined the Salesforce Fullforce initiative, empowering companies in Wealth Management to connect with their clients in a whole new way. Silverline’sFullforce certification for its Wealth Management Solution enables clients to tap into the power of social, mobile and connected cloud technologies to accelerate their success.

Silverline Helps Launch the First Salesforce Financial Services User Group

Events

Financial Services User Group

Last November marked Silverline’s third year sponsoring the renowned cloud computing event, Dreamforce. While the event serves as a platform for new product announcements and vendor exhibits it is, notably, a time to network with those in the Salesforce ecosystem. It was here that I met Cheryl Feldman, a business analyst from Standard & Poor’s. While we were talking shop, Cheryl expressed a concern: there were no Salesforce community groups supporting Financial Services industries. Silverline is a Salesforce Partner with extensive experience in the Financial Services sector and I knew our team would be eager to help.

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