What is Federated National’s secret? According to Annette Maleki, Marketing Director, the key is the company’s ability to focus on anticipating customer needs. “What makes our service different isn’t just what we do, but how we do it.” After the successful Salesforce implementation, Maleki stated:
"Our market leaders [now] offer expert advice to our agents, allowing them to [adapt] to the demanding needs of customers."
Maleki continues to stress the importance of providing a flexible CRM platform, which incorporates the benefits and efficiency of automated services and provides access to experts, who assist customers and make firm strategic decisions. She states: “Having so many lines of business made task management extremely difficult [and risked] impacting the core principle of the company: high quality and personalized customer service.”
Now, with the power of the Salesforce platform, Federated National’s employees possess the necessary tools to extend customer relationships and identify financial opportunities across the various market and product lines. Additionally, Maleki states: “Creating an integrating Salesforce project with our core insurance system means territory managers can utilize the platform to make better decisions on the move, which will enrich the [overall] customer experience.”
The insurance company's field team representatives had accessibility challenges; specifically, utilizing the system was not available on a mobile device and yielded a disadvantageous workflow. During post-deployment, the team(s) became more productive and efficient, as well as partners can use one system; thus, allowing FedNat to have faster response turnaround times, in comparison to their competitors.
Federated National’s IT department had one clear goal: To deliver a simple, easy to use platform, to its sales and marketing teams.
“The goal was to have one integrated solution that delivered critical information from all areas of the business. This would boost efficiency and effectiveness internally for employees, and externally to offer customers better service. In this way, FedNat is improving the service based on real-time data, analytics, and visualization…" – Annette MalekiAlso, the solution needed to align with Federated National’s strategic IT plan. Maleki noted, “It’s difficult to find one platform, on the market that meets all of these requirements. Finding a Salesforce Partner to help us implement the platform, correctly, was equally important. Axxis’ expertise across insurance and banking [platforms], gave us the peace-of-mind that their team would assist us and maximize the value of Salesforce’s functionality.”
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