The client, a leading provider of medical malpractice insurance, offers protection to healthcare professionals nationwide. However, as its business expanded, the client faced an increasing challenge—outdated systems and manual processes were slowing them down. Its teams struggled with fragmented data, cumbersome policy renewals, and a lack of visibility into customer interactions. The company needed a solution that would modernize its technology infrastructure, streamline policy management, and provide a comprehensive view of its customers. The client envisioned a solution that could seamlessly integrate an Agency Management System (AMS) with its core Policy Administration System (PAS) while leveraging the power of Salesforce to automate key processes and enhance operational efficiency.
When the client’s leadership team realized the extent of its technology challenges, they knew they needed expert guidance. A referral from the COO of a leading AMS provider brought the client to Sikich for our deep expertise in Salesforce, AMS integrations, and complex insurance implementations. Despite the short notice of the RFI process, Sikich quickly demonstrated a deep understanding of the company’s unique needs.
Competing against other well-known providers in the space, Sikich stood out by asking the right questions and presenting a proposal that addressed both immediate pain points and long-term strategic goals. The decision to move forward with Sikich was clear—the team had the industry knowledge, technical expertise, and a proactive approach that instilled confidence.
The project kicked off with a clear objective: a new Salesforce implementation that would serve as the backbone of the company’s sales operations. Over the course of 15 months, Sikich worked closely with the client to design a solution that would not only replace outdated processes but also introduce new efficiencies that significantly enhanced the company’s operations.
Legacy systems used in the organization had become increasingly difficult to support and scale, hindering the company’s ability to adapt to evolving business needs. The solution had to be flexible, while eliminating the burdens of infrastructure maintenance. Implementing a Software-as-a-Service (SaaS) solution proved to be the optimal choice.
Sikich addressed the sales team’s requirements by developing an advanced task management and follow-up system, ensuring timely handling of activities and automating workflows for processes such as renewal processing. The introduction of custom record snapshots enhanced the company’s reporting capabilities, allowing for year-over-year comparisons and in-depth trend analysis. This enabled the company to make more informed decisions and optimize its operations.
With decades of policyholder data stored in legacy systems, migrating information to Salesforce presented a significant challenge. Accuracy was paramount—any errors could disrupt business operations and create compliance risks. To tackle this, Sikich developed repeatable migration tools using Azure Integration Services, ensuring a smooth and scalable transition.
Rather than attempting a risky, all-at-once migration, the team implemented a phased approach, validating data at each step to maintain integrity. This meticulous strategy paid off. When the system went live, users had immediate access to accurate, up-to-date information, allowing them to focus on serving customers rather than troubleshooting data issues.
A key component of the project was not only implementing Salesforce Sales Cloud but also deploying a new Agency Management System (AMS) and ensuring it seamlessly integrated with Salesforce and other core systems. Sikich led the implementation from the ground up, ensuring that the new AMS functioned as the central hub for managing the policy lifecycle while synchronizing data across all critical platforms.
To create a fully connected ecosystem, Sikich designed and implemented integrations with:
Additionally, automating complex policy documents and correspondence was a priority. Sikich enabled the generation of letters and forms dynamically within Salesforce using complex S-Docs templates, eliminating manual effort and reducing administrative workload.
By integrating these technologies into a single, cohesive environment, Sikich empowered the client to streamline policy operations, improve efficiency, and ensure data consistency across all departments.
As the project neared completion, Sikich placed a strong emphasis on user training and change management. Transitioning to a new system was a significant shift for employees who had spent years working within outdated processes. Through hands-on training sessions, interactive workshops, and dedicated post-go-live support, the team ensured a smooth adoption of the new technology.
When the system officially launched, the impact was immediate. Sales groups now had access to a fully integrated, 360-degree view of each customer, eliminating the silos that had previously hindered efficiency and cross-selling potential. Policy renewals were faster, sales tracking was more precise, and reporting capabilities had been transformed.
Additionally, the company’s marketing team benefited from the integration of Google Analytics conversion tracking, allowing them to measure the impact of digital campaigns against sales and optimize lead generation efforts. The implementation of an inbound lead capture web service further streamlined the process of acquiring and managing new business opportunities.
With the success of this implementation, the client is now better equipped to navigate the future of the insurance industry. The Salesforce-powered solution has not only addressed its immediate operational pain points with policy management but has also provided a scalable foundation for continued growth.
Key takeaways from this engagement include:
The client continues to partner with Sikich for ongoing support and future enhancements. The foundation has been set for continuous innovation, and as its business grows, the company now has the technology in place to grow with it.
This customer’s story is a testament to how modern technology, when strategically implemented, can revolutionize an organization’s operations, empower employees, and enhance customer relationships. Through a combination of Salesforce, leading AMS technology, and advanced integration, Sikich helped this leading medical malpractice insurer embrace the future with confidence.
The success of this project highlights the power of strategic technology implementation in modernizing operations, improving efficiency, and delivering a seamless customer experience. Whether you’re looking to implement Salesforce, deploy an AMS, automate complex processes, or integrate critical business systems, Sikich has the expertise, industry knowledge, and innovative approach to make your vision a reality. Our team specializes in tailored solutions that drive measurable results, ensuring your technology investments support long-term business growth. Contact us today to learn how we can help revolutionize your insurance policy management with Salesforce.
