How Salesforce CPQ Transformed A Global Claims Process

By Steve Jones, Director, Field Services & Service Cloud, Westbrook

Imagine a global insurance firm grappling with a labyrinth of inefficient claims processes. Manual workflows, disconnected systems, and limited visibility were creating a frustrating experience for both policyholders and internal teams. This was the reality for one leading insurance provider before they embarked on a transformative journey with Salesforce CPQ and the expertise of Westbrook International.

Facing a growing backlog of claims, the insurer recognised the urgent need for modernisation. Their goals were ambitious: reduce claim lifecycles, ensure accuracy, and deliver a seamless experience for every stakeholder. The challenge lay in overcoming a legacy system riddled with inefficiencies and a lack of real-time data.

Westbrook’s integration of Salesforce CPQ proved to be the answer. By streamlining processes and applying consistent rules across the board, this powerful combination unlocked a level of automation that saved countless hours. The solution also delivered a unified view of claims data, giving stakeholders unparalleled visibility into every stage of the process.

The impact was immediate. Within 10 months, the insurer had transformed their claims management system, significantly reducing claim lifecycles and delivering a significantly improved user experience for policyholders, contractors, and internal teams. The scalability of the solution enabled the insurer to embrace new business models, paving the way for future growth and innovation.

This success story is a testament to the transformative power of Salesforce CPQ and the expertise of Westbrook International. By harnessing the power of technology and expert guidance, this global insurance firm achieved a truly revolutionary transformation in their claims management processes, setting a new benchmark for efficiency, accuracy, and customer satisfaction.

Why Westbrook

Westbrook prides itself on its creative application of world-leading technology to solve real-world business problems.  We don’t take a cookie cutter approach – instead we apply our deep knowledge of the entire Salesforce 360 suite and creatively apply the best technology to map to your business needs. This approach starts with understanding your business and how it operates – not just your goals and KPI’s, but also the practicalities of how the individuals in the process do their jobs. 

Contact us at if you’re curious about whether we may have some suggestions on how you can leverage your Salesforce platform investment to deliver benefits in other parts of your business.