The insurance company didn’t get to be as dominant after 150 years as it has become without focusing on what’s coming next. Strictly speaking, Pacific Life isn’t an insurtech, but it’s a company focused on digital-first strategies that foster innovation.
Like other long-lived competitors, insurtech is at the heart of Salesforce Trailblazer Pacific Life’sOpens in a new window strategy. Indeed, 80% of insurance leaders say their business and technology strategies are inseparable. No surprise, then, that Pacific Life Chief Operating Officer Adrian Griggs focuses on upgrading the customer and broker experience through technology.
“We believe the next 10 years will see more change than the america phone number list whole 150-year history of our company,” said Griggs. “The effective integration of channels across marketing, sales, and service activities is critical to delivering a positive, brand-reinforcing experience at every touchpoint in the customer relationship.”
Financial Services Cloud was Pacific Life’s customer relationship management (CRM) tool of choice, with the goal of offering customers a retail-level experience. This enabled the carrier to work more effectively with independent agents and customers via a 360-degree view of their data. For example, using CRM Analytics, the carrier made data-driven decisions to determine the next-best actions with the support of AI and intelligent data visualization. Next up on its business plan: Connecting with customers and brokers on their preferred channels – email, chat, social, text, or phone.