Pacific Life partners with Salesforce for digital transformation
Salesforce announced a partnership with Pacific Life, a major insurance and retirement solutions company in the US.
The global cloud-based customer relationship manager (CRM) and the insurance firm are working on a new program to bridge the gap between Pacific Life’s sales and marketing teams and their prospective clients.
The insurance company selected Salesforce as one of its strategic technology partners to deliver a seamless and integrated experiences across its entire US retail businesses.
“We are coming together to digitally transform and build the future of our organization, and we are thrilled that Salesforce is one of our partners in this journey forward,” says Brian Woolfolk, senior vice president, sales and chief marketing officer for Pacific Life’s Retirement Solutions Division.
Pacific Life provides services such as life insurance, annuities and mutual funds through independent financial professionals, who then sell these services directly to consumers. Prior to Salesforce, the insurer’s employees across regions and departments did not have a single platform to view and manage every customer relationship and interaction.
To address this challenge, it partnered with Salesforce on a new initiative it calls the NextGen CRM program. This is designed to assist Pacific Life’s sales, service and marketing teams to reshape how they engage with financial professionals.
The insurer’s digital transformation will use the following Salesforce’s modules: Financial Services Cloud, Einstein Analytics, Einstein Data Discovery, Marketing Cloud, MuleSoft, Quip, the Salesforce Lightning Platform and Success Cloud advisory services.
The partnership will lead to a more effectively measure impact across the business through its ability to connect with customers on their preferred channels, including traditional call centres and digital channels such as email, social chat and text.
“Financial professionals expect the same personalised touchpoints and convenience when working with institutions as they get from their favourite consumer app experiences,” says Rohit Mahna, senior vice president of financial services at Salesforce.
Pacific Life is also modernising its approach to how it offers its products and services to digitally-minded consumers by tapping into an ecosystem of distribution partners using APIs.