Empire Life, Canada
Challenge:
Empire Life, a leading Canadian insurance group that provides life, health, and investment products, had a complicated digital sales journey. They needed to go over multiple external applications (Policy Generator, Health Questionnaire, DocuSign, Payment portal, etc.), making the entire process long and disjointed. They had tested various approaches to simplify their journey, including screen sharing tools, but none met their needs.
Solution:
Their Innovation team contacted Surfly and together we found a way to solve their issues. With Surfly’s co-browsing solution, they could now:
1) Use the third-party websites and applications within the same digital journey
2) Add native visual collaboration features, enabling two-way collaboration between their agents and customers
3) Use their existing platforms and tech investments with collaborative features added on
Results:
Empire Life’s entire sales cycle could now be securely completed in a single session utilizing their existing platform and technology investments, saving onboarding and training hours for advisors. Since Surfly’s solution is plug and play, Empire Life was able to get started right away, and not lose precious developer hours on integration.
“The Fast & Full Investment Application just got better – introducing free integrated co-browsing. Following the successful launch of free integrated co-browsing into the Fast & Full Life Application Process, Empire Life is adding the same enhanced user experience to the Fast & Full investment Application. Now, advisors can use our new integrated co-browser functionality with their clients to seamlessly share their screen during the application process”
Innovate using current technology investments with minimal change to the current infrastructure
After enhancing their platform with Surfly’s collaboration layer, Empire Life was able to shorten the sales cycle, reduce application processing time, and improve advisor experience. Furthermore, customer satisfaction scores like CSAT and NPS substantially increased.
A visual remote sales experience that allows them to easily build trust with the customer and seamlessly complete the sales cycle in one session
Surfly allowed agents to browse a page together with their customer in real time and communicate better via video chat. Finally, they could draft a policy, upload it, and have the customer e-sign it virtually to close the sales loop in a single session.
A collaborative and visual purchase experience that helps them feel safe without needing to download and install 3rd-party software
With Surfly’s Co-browsing, customers feel in control during the ongoing sales process and don’t need to download and install 3rd party software. Even while being remote, customers feel like they are purchasing insurance safely, as if they were in-person.
