Guidewire Launches P&C Insurance CRM Applications for Salesforce Financial Services Cloud

The applications are designed to empower captive agents and customer service representatives to better engage with their customers through stronger alignment between marketing, sales, and service.

(Image source: Salesforce Financial Services Cloud homepage.)

Guidewire Software (Foster City, Calif.), has announced its first two digital applications for Salesforce Financial Services Cloud designed to deliver Customer Relationship Management (CRM) optimized for the unique needs of the P&C insurance industry. The applications, Guidewire ProducerEngage for Salesforce Financial Services Cloud and Guidewire ServiceRepEngage for Salesforce Financial Services Cloud, are designed to empower captive agents and customer service representatives to better engage with their customers through stronger alignment between marketing, sales, and service, while surfacing actionable insights through the integration of policyholder data between Guidewire and Salesforce applications.

Karlyn Carnahan, Research Director, Celent.

ProducerEngage for Salesforce Financial Services Cloud gives captive agents robust sales and self-service tools and current policyholder information, so they can maximize the value of their relationships with their customers, according to a vendor statement.With ProducerEngage, agents can interact more efficiently with reduced manual processes since they no longer need to switch between systems or re-key information.

ServiceRepEngage for Salesforce Financial Services Cloud is designed to help customer service representatives and call center agents deliver service that today’s policyholders expect by providing an easy-to-navigate application that provides a holistic view of policyholders and their accounts, helping them to more effectively service and retain their customers, according to the statement.

“Insurers, especially those with captive or employed agents, are investing in digital capabilities that simplify the process of knowing and managing the customer relationship well beyond the functionality found in standard core applications,” comments Karlyn Carnahan, Head of Celent’s (Boston) Property Casualty practice in the Americas. “Guidewire’s new products, which have been specifically designed to optimize the functionality provided by Salesforce, enable carriers to significantly expand their ability to support the agents and optimize a differentiated customer relationship.”

Guidewire characterizes the new Digital applications as reflecting significant R&D engineering investment in the wake of the vendor’s announcement of collaboration with in September 2017. Guidewire says the solutions will benefit P&C insurers by providing a consistent and integrated 360-degree view of their customers across the Guidewire and Salesforce platforms. “With a view to reducing future total cost of ownership, this productized integration between Salesforce and Guidewire enables insurers to be confident that they will benefit from future product enhancements, with the benefits of the Salesforce platform,” the vendor statement says.

Rohit Mahna, SVP and GM, Financial Services, Salesforce.

“Technology has vastly changed the way customers expect to interact with insurers, so these companies need to provide more personalized and engaging experiences to compete,” comments Rohit Mahna, SVP and GM, Financial Services, Salesforce. “Guidewire understands this imperative, and we’re excited to provide our mutual customers with the combined power of Salesforce Financial Services Cloud and Guidewire’s deep industry-specific capabilities.”

Productized Integration

“Insurers are recognizing the importance of customer centricity and front-office digital enablement,” comments Ayan Sarkar, Principal Business Owner—Digital, Guidewire Software. “We are excited to collaborate with Salesforce, a formidable authority in cloud-based CRM, and bring together our Engage applications integrated into their CRM platform. This productized integration between our platforms will help insurers transform the distribution and service of their products, to the benefit of both their businesses and their policyholders.”

Guidewire Debuts 2018.1 Release of P&C Industry Software Platform

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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