Salesforce Industries – Financial Services Cloud – Insurance

Omnichannel Service
Digital service and policy transactions in the contact center and the web

Today’s consumers demand 24/7 self-service access from the channel or device of their choosing. Today’s employees,
agents and brokers want the applications they use at work to be as easy as the ones they use at home. Unfortunately,
dependence on antiquated legacy systems and complex business processes have hindered Insurance companies from
modernizing service channels to meet these requirements.

Salesforce Industries Financial Services Cloud – Insurance, formerly Vlocity, Omnichannel Service capabilities will
accelerate your digital transformation, providing the easy-to-use and functionally complete servicing capabilities that
your customers, brokers and employees demand. Salesforce Industries’ configure-once, deploy-anywhere processes
can be deployed to web, contact center and mobile, and seamlessly integrate with your back-office systems. You can
deliver the user experience you need to compete for both customers and employees – and deliver it faster and more
cost-effectively.

Customer 360-degree View

A rich, contextual customer profile features customer attributes, a transaction history feed, and a graphical view of
policies and policy details with recommended next-best actions. With an innovative, card-based UI, visualizing growth
opportunities, product relationships and interaction history has never been easier, even if the data is stored outside of
Salesforce. Lightning Web Components enable fast, easy transactions and a Power Launcher search tool serves up all
the available actions for the account.

Guided Service Interactions

OmniScriptTM is a powerful digital interaction platform, capable of guiding users through the steps of both simple and
complex processes with ease. Seamless integration of help text, business rules and knowledge articles assists the user
in completing the information. Real-time integration retrieves information from web services or legacy applications,
and executes the transaction across the back office. Design an interaction from scratch using the drag-and-drop
OmniScriptTM Designer, or download a pre-configured flow from the Industries Process Library.
Omnichannel Service

Salesforce Industries Service in the Contact Center

Insurance Contact Center elegantly manages the complexities of an Insurance contact center - reducing handle times
for even the most experienced reps, and enabling new reps to become productive in no time.

Interactions begin with the Interaction Launcher, allowing users to authenticate callers through any number of
identification tokens, or add new parties. The Industry Console is then tailored based on the caller’s role and
permissions on the underlying policies. Users can instantly contextualize the caller relationship - including product
holdings, history and tier - enabling a compelling caller-centric interaction.

Users can disseminate information, and launch guided interactions, with little to no typing. As they work, clicks and
processes are tracked for coaching, compliance and continuous improvement. A single click wraps up the interaction,
and readies the user for the next call.

Service on the Web

Digital Self-Service enables customers to view policy information and billing details, submit payments, and step-
through policy transactions via the web. The complete set of transactions deployed to contact center agents can be
deployed direct to the customer – with the ability to dynamically optimize the form to the user type.

Salesforce Industries provides over 30 web templates which can be restyled to match your brand, each of which is
responsive to device size. Pages can be composited and rearranged via Salesforce Communities, or deployed via an
external web server, including Heroku, Amazon Web Services or Adobe Experience Manager.

Service on Mobile
Salesforce Industries turns an agent’s or policyholder’s smartphone into a mobile service center, allowing the user to
process endorsements, change payment method or address, and even get quotes from their device. Transactions can
be consummated via email, or via DocuSign digital signature.

Intelligent Offers and Actions

With Intelligence, you can optimize every service interaction with the best new offers, content or opportunities for
your customer. Algorithm-based messages allow you to turn service interactions into cross-sell opportunities, retain
dissatisfied customers, and deepen client relationships.

Clickstream Analytics
With Clickstream Analytics, you can analyze usage patterns across channels with click-level precision so you can make
ongoing improvements to your service capabilities. Understand process durations, step timing and integration round
trips, and then tune and re-test your interactions.
Omnichannel Service

Microservices Integration
In an era when more and more transactions are available as microservices, Salesforce Industries is the optimal
microservices client, enabling carriers to craft multi-step interactions that span a variety of systems. From policy admin
to claims, Salesforce Industries can call and display data in real-time, or post transactions for processing.

Salesforce Industries is designed to integrate seamlessly with a variety of on-premise and cloud-based data sources.
Data administrators can work in native JSON format, or transform to and from XML. Web services in either SOAP or
REST format can be called without coding, easily connecting end points within the enterprise or at external services.

Salesforce Industries’ deep insurance-specific objects provide a robust data model to store parties, policies, claims and
more. Salesforce Industries’ objects can all be easily extended using standard Salesforce tooling.

Data mapping is set up with DataRaptor™, a robust ETL tool running within the Salesforce cloud. Real-time transactions,
bulk data loads and periodic archives can be configured without code, including rules-based data transformations.
Detailed debugging tools and visual mapping tools make creating and maintaining
integrations easy.

Omnichannel Service – Modules

∙ Salesforce Industries Insurance (Base) ∙ Cards

for Industry Objects for Role-Based Consoles

∙ Digital Service ∙ Interaction Management

for Policyholder Servicing for Authentication and Authorization

∙ Broker Portal Service ∙ Intelligence

for Broker Servicing for Next Best Offers and Actions

∙ OmniScript™ ∙ DataRaptor™
for Guided Interactions for Integration and Transformations
Omnichannel Service

Industries Process Library – Sample Transactions

We've created the Industries Process Library based on best practices for key workflows in the industry. These
processes and digital assets can be downloaded on demand , allowing you to quickly deploy them to accelerate
your digital transformation.

Account Servicing: Life Policy Servicing:

∙ Address Changes ∙ Beneficiary Changes

∙ Contact Preference Updates ∙ Loans and Withdrawals

∙ Riders (Addition or Removal)

P&C Policy Servicing:
∙ Evidence of Insurance ∙ Surrender Policy

∙ Coverage Modifications Quoting:

∙ Policy Endorsements ∙ Auto

∙ Policy Cancellations ∙ Homeowners

∙ Renters
Claims:
∙ First Notice of Loss ∙ Watercraft

∙ Death Claim ∙ Pet

∙ Add Payee to Claim ∙ Term Life

∙ Whole Life
Billing Payments:
∙ Business Owners
∙ Set Up Billing Method
∙ Cyber
∙ Statement Requests
∙ Disability
∙ Pay Premium
∙ Travel
∙ Change Billing Address

∙ Deactivate Billing Method

∙ Set Up Auto Pay

Sign up today for a Salesforce Salesforce Industries delivers industry-specific cloud

Financial Services Cloud demo and mobile software that embed digital, omnichannel
at: insurance.vlocity.com processes for customer-centric industries.