Technology solutions that deliver seamless customer experiences are the hot topic on everyone’s minds and were at the center of many conversations at Dreamforce this year. While our team is still coming down from the hustle and bustle of the conference, our client OnePath Insurance has much to celebrate after being awarded the Community International Innovation Trailblazer Award by Salesforce.
This Australia-based insurance business has transformed their customer experiences, allowing them to trade slow-moving paper processes for easier, quicker smartphone services. Their customers are now using Salesforce Communities to obtain information on claims and underwritings, making customer journeys more streamlined and simplified.
In describing why OnePath was chosen to receive the award, Salesforce says,
“Three years ago, OnePath’s technology offering was ranked last by an industry survey of Australian Group Risk insurers. With the help of Salesforce and Appirio, OnePath began a transformation journey of their Group Insurance business. When the same industry survey was conducted this year, OnePath were recognized as the insurer who best innovates through technology.”
OnePath, in partnership with Appirio, has revamped their customer services based on Salesforce’s unified data functions, including Einstein Analytics’ capability to generate visual representations of claims data. Einstein’s AI-generated insights enable group insurance clients to identify key trends much quicker so they can better manage claims in their funds. ANZ Business and Solution Delivery Manager at OnePath, David Neate, was part of the team to lead the transformation after recognizing the need to innovate and personalize their digital services.
As Nadia Cameron, publisher and editor of business news site CMO, says, “Helping OnePath get its initial AI pilot off the ground was a shift to Agile across the business, along with a commitment to innovation. Using a line item in the budget purely for innovation, (David) Neate kicked off a six-week test-and-learn project for AI, set up as a stretch target with its integration partner, Appirio.”
We are beyond proud of the honor OnePath received and are ecstatic to have been chosen as their implementation partner who got them there. According to David Neate, “This was a classic delivery and should help us move to number one technology innovator in the insurance industry.”
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