There are few things more stressful and complicated than a trip that is cut short or altogether canceled by an unexpected interruption. For the past 20 years, Travel Insured International has provided the highest quality travel protection and a world-class customer service experience to match. Travel Insured maintains relationships with specialty travel providers and tour operators, as well as provides 24/7 customer assistance, every day of the year. Travel Insured had historically focused on the… Read More
Blue Cross Blue Shield of Wyoming (BCBSWY) provides health insurance products and related services to more than 100,000 members in Wyoming. The company’s insurance products include managed care programs for businesses and individuals, as well as supplemental dental, vision, prescription drug, and Medicare coverage. BCBSWY provides health insurance to Wyoming’s Kid Care program, which offers coverage to children from low-income families. It also provides affordable coverage options through its Caring Foundation. In addition, the company… Read More
Silverline is excited to congratulate Jessica Vartanian, VP, Project Implementation and Impact at Red Rocks Credit Union! Read about her recent achievement as one of the five Finalists in the 2017 CUES Next Top Credit Union Exec challenge below and check out her story on the Next Top Credit Union Exec blog. Way to go! Littleton, Colo. — Jessica Vartanian, VP, Project Implementation and Impact with Red Rocks Credit Union in Littleton, has been named one… Read More
Silverline and CommunityAmerica Credit Union recently partnered to implement an enterprise-wide CRM geared towards credit union success. The solution has enabled CommunityAmerica Credit Union to increase visibility into its member relationship, become more collaborative, and streamline business processes. Facing a Challenge Head On CommunityAmerica Credit Union (CACU) lacked an easily accessible, true 360-degree view of the member due to many disconnected applications. Its process for tracking and managing referrals was disconnected and lacked collaboration and… Read More
The Suffolk Care Collaborative (SCC) is the Performing Provider System (PPS) for Suffolk County under the Delivery System Reform Incentive Payment (DSRIP) program. The goal of SCC is to meet the requirements of the Triple Aim Initiative – improving the patient experience of care, improving the health of populations and reducing the per capita cost of healthcare. “Working with Silverline exceeded my expectations. The project team understood our requirements and transformed them into a better… Read More
Our client, ICAT, went live on Salesforce this week and shared their thoughts on the project in the follow press release. Broomfield, CO: This week, ICAT streamlined business processes and increased visibility into customer needs by deploying the Salesforce Customer Relationship Management (CRM) solution with the expertise of Silverline, a Salesforce Platinum Cloud Alliance Partner. The customized Salesforce interface will allow ICAT to consistently deliver high levels of service and more tailored solutions to customers. ICAT has continued… Read More
This past month, Silverline and Salesforce teamed up for the sixth consecutive year to send a joint team of consultants and technology experts to Louisiana for the annual New Orleans Entrepreneur Week to donate 400+ hours of their time and talents helping local start-ups and nonprofits design and build solutions to meet their high-growth challenges. This year, we were excited to witness firsthand as NOEW broke all its previous records: the event hosted more than… Read More
As any seasoned consultant may tell you, the technical portion of introducing a new application such as Salesforce is often not the highest barrier to entry in an organization. Far more challenging, oftentimes, is finding a meaningful place for that solution in the client’s culture and the day-to-day functions of individual users. In today’s market businesses need to see quick and predictable return on investment in order to gauge a project’s success, but how can… Read More
Re-engineering business processes through automation.
Established in 2001, Dealertrack and its web-based software solutions and services enhance efficiency and profitability for all major segments of the automotive retail industry, including dealers, lenders, OEMs, third-party retailers, agents, and aftermarket providers.
Dealertrack operates the largest online credit application network in North America. In addition, Dealertrack’s award-winning solution set for dealers is the industry’s most comprehensive including a Dealer Management System (DMS); Inventory, Sales/F&I, and Digital Marketing; a web-based network for arranging vehicle transportation and shipping; electronic motor vehicle registration and titling applications; paper title storage; and digital document services.
Challenges
Dealertrack originally implemented salesforce.com over 10 years ago, and has grown substantially over the years through multiple acquisitions. Integrating the employees, products, services, operations, systems, and processes of acquired companies resulted in disjointed data and complex processes. In addition, employees submitted requests to admins who made changes without a clear vision across the organization.
Dealertrack’s agents were using up-to four separate systems to perform a single phone call, and their knowledge base and wiki were not integrated into Salesforce. Customer Service reps also had limited ability to see customer specific alerts and it took excessive clicks in order to find information necessary to work a case.
Dealertrack needed a standardized process to easily acquire and integrate new companies, product lines, and sales people into salesforce.com while tightly integrating with their SAP, Production environment, and IVR systems.
Learn how PURE is delighting customers, disrupting the market, and building loyalty with Salesforce.
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.
