How Salesforce CPQ Transformed A Global Claims Process

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

Our client, a leading global provider of technology-enabled risk, benefits and integrated business solutions, embarked on a global transformation and acquisition journey to lead the future of claims management, worldwide. More specifically, they chose to use Salesforce as their platform to manage client claims.

By choosing Salesforce they sought to improve the productivity of its loss adjuster team, the client wanted to:

  • Reduce the lifecycle of a claim
  • Maintain claim accuracy
  • Improve the user experience for customers, contractors and 3rd party providers

The Change Agent:

The client had identified a number of business challenges standing in the way of its market leader ambitions:

  • An inability to gain a true 360 degree view of the clients claim
  • A critical dependency on a contractor base to deliver services without an optimal operational system for engaging remote contract workers
  • A lack of efficiency to implement the increasingly frequent rate changes within the industry
  • Critical data (such as pricing) being held in multiple, disconnected and unsecure sources
  • An over-reliance and investment on developing bespoke solutions that took too long to implement

The Solution:

Westbrook expanded the client’s existing Salesforce platform to add an integrated Loss Adjusting and Repair Services solution. By leveraging the power of Salesforce CPQ, Westbrook was able to streamline processes, apply consistent rules and improve accuracy through guided prompting. Automating these processes has saved thousands of hours of claim time and vastly improved the policy holders’ experience.

The Outcomes:

The project lifecycle was 10 months to build and go live, this is how Westbrook did it:

  • Consolidated, up to date view of the claims, the clients, the contractors, the customers and the work to be completed
  • A better user experience by giving visibility to customers and all other parties regarding the status and the details of the works instructed.
  • A reduction in the lifecycle of a claim
  • A single view for the instructed contractor, the repair services team and also the loss adjuster team
  • A technology platform ready for new businesses
  • A technology platform that can expand to new types of users, divisions and countries.
  • A scalable platform to embrace new business models which include features such as customer self-help and self-raised cases, site visits booked immediately based on contractor availability and a direct relationship with customers in a fully outsourced model.

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 me 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.