Columbia Insurance Group provides independent insurance agents specializing in commercial, farm, and personal coverage. Columbia Insurance Group was founded over 140 years ago, now operating five locations and serving fifteen states across the country.
When Columbia Insurance first began using their Salesforce instance, they didn’t have an implementation partner to provide guidance on how to configure the CRM. The team responsible for implementing and maintaining their instance had little experience specific to Salesforce, so they set up the tool in a way that seemed to make sense at the time.
A significant challenge for Columbia Insurance team was their workflow for receiving an application and processing it into a written policy. The company’s existing workflow for this process alone required navigating through 8 different screens to complete.
With 100 user licenses purchased but only 36 active monthly users utilizing the CRM, Columbia Insurance started to wonder if their configuration really made sense for their business and its internal processes.
That’s when they set out for ways to improve their configuration and learn best practices for using the tool more effectively.
Columbia’s system administrator began searching Salesforce AppExchange for consultants or resources that could help them optimize their use of the instance. The company’s admin stumbled upon LearningCurv and, after reading through dozens of positive reviews and conferring with Salesforce
support, felt encouraged to reach out about their services.
Columbia Insurance Group enrolled in LearningCurv’s on-site Salesforce training program, which entailed 4 days of in-person training with one of LearningCurv’s certified Salesforce administrators.
LearningCurv’s one-on-one approach to Salesforce training offered Columbia’s administrator and developer a much more thorough Salesforce education, compared to the other resources and online modules they had been referencing previously.
LearningCurv’s admin began by identifying the needs of all of Columbia’s stakeholders by listening and understanding what the typical workday consisted of for the company. This allowed the team to design a solution tailored to the pain points of each department, from leadership to users at every level.
The on-site training empowered the team to discuss any questions or concerns as they came up, as well as presented the opportunity to review all their current process and make changes that would benefit their company and policy holders.
With a stronger grasp of the CRM tool and with help from LearningCurv’s expertise, Columbia Insurance were able to completely uproot their “archaic” way of designing insurance policy workflows in Salesforce.
Ryan Ellis, the system administrator at Columbia, says that their instructor from LearningCurv went above and beyond to help the insurance group improve their Salesforce instance.
“They looked into our data models and workflows, asked questions about why things were set up the way they were, and suggested improvements for streamlining those processes,” says Ellis.
With a new custom Salesforce solution design, Columbia Insurance Group has been able to decrease time spent on policy writing processes while increasing productivity. Their new set up allows them to analyze employee productivity with quantitative metrics, replacing their previous qualitative system.
LearningCurv’s training program enabled them to redesign their workflows in a way that encompasses all the nuances and steps it takes to turn a new application into a written policy, all in one screen. It also set them on track toward designing their data models and automating processes more efficiently in the future, as well as earning the support of all internal stakeholders for adopting Salesforce throughout the organization.