The client

MetLife has been a specialist in individual insurance for over 50 years in France. Recognized for the quality of its offerings, its mission is to provide financial protection to individuals, entrepreneurs, and professional athletes against life’s uncertainties by covering risks related to the individual (death, disability, work stoppage) with a comprehensive range of solutions that can adapt to all needs.

In an increasingly competitive environment, MetLife France must ensure optimal management of its relationships with clients and partners while guaranteeing increased responsiveness in its services.

Their needs

MetLife France identified several key challenges:

• Centralization of client data: Client information was scattered across various systems, making it difficult to have a complete view of the portfolio.
• Optimization of claims management: The compensation and claims tracking processes lacked efficiency, resulting in excessively long processing times.
• Improvement of collaboration with partners: MetLife wanted to strengthen communication with its partners by simplifying information sharing and project management.
• Assignment of inspectors: The management of inspector assignments needed to be optimized based on account location to reduce travel times.

Our recommandations

• Implementation of a unified platform: Integration of Salesforce to centralize all client data and claims history, allowing for easy and quick access to information.
• Development of a Client Portal: Creation of a client portal where policyholders can view their contracts, track their claims, and access useful resources.
• Integration of a Partner Portal: Implementation of a dedicated portal for partners, allowing them to access documents, track their performance, submit requests directly, and set up personalized dashboards to monitor their performance.
• Assignment management system: Use of Salesforce’s geolocation features to automatically assign inspectors based on proximity to the accounts they need to handle.

Implementation

• Centralization of data: Thanks to the migration to Salesforce, MetLife France successfully centralized its client data, improving the quality of information available to the teams.
• Improved processing times: The implementation of the Client Portal significantly reduced response times to clients, with real-time tracking of requests.
• Enhanced collaboration: The Partner Portal facilitated communication between MetLife and its partners, leading to better coordination of sales efforts.
• Efficient assignment management: The use of geolocation for assigning inspectors optimized travel, reduced costs, and improved intervention times.
• Improved customer satisfaction: MetLife clients benefit from more responsive and personalized service, leading to increased satisfaction and loyalty.