Sun Life Financial: Increasing Employee Productivity and Customer Win Rates

Background

Sun Life Financial (Sun Life) focuses on helping customers achieve a lifetime of financial security. They provide global clients with relevant and smart life insurance, health, dental and disability insurance, and a host of other financial security products, specifically designed for various life stages and goals.

The Problem

Like any big insurance carrier, Sun Life maintains a complex sales model and set of IT systems. Their salespeople not only had to understand how Sun Life’s products and services vary by geography, but then had to interface with multiple, disparate systems to track activities, commissions, broker contacts, and customer quotes. Fielding requests was time-consuming. Sun Life’s employees were spending a majority of their time on administrative tasks, and less time building relationships with their customers and brokers. They needed to consolidate customer information into a single system and find a better way to prioritize which opportunities they pursued.

The Solution

Sun Life hired Bluewolf to redesign their CRM solution. Before beginning the project, we worked with Sun Life to conduct a Blueprint, during which we mapped their current IT architecture to specific phases for moving their processes to the cloud. Through multiple working sessions with stakeholders and users to isolate key requirements, we were able to build a roadmap to support Sun Life’s future business goals. We then built a custom solution to meet Sun Life’s specific needs, including a mobile component which allowed salespeople to manage customer relationships and collaborate with their team, anytime, anywhere. We called it Bluewolf Producer360. Change management was also a critical part of Sun Life’s transformation. Project champions were selected to lead the change and educate employees about the benefits of moving to Salesforce, building trust in the new solution.

Bluewolf helped Sun Life Financial boost its customer win rates and retention.

The Results

Sun Life’s employees have transitioned from the heavy burden of manual data entry across a number of business systems to a solution that improves how they do their jobs and how they serve customers. Sun Life’s salespeople can quickly identify and focus on their most profitable producer relationships, closing more business. Integrating their core systems with Salesforce provides employees with holistic customer information, allowing them to engage producers at the right time and maximize sales opportunities. Employee collaboration is up, and as a result, they are discovering additional ways to engage each other and their customers.


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Bluewolf, an IBM Company, is a global consulting agency and proven Salesforce strategic partner that builds digital solutions designed to create results. Now.

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