REMOTE SALES

Empire Life enhances their existing remote sales solution to provide a visual and collaborative customer experience

Client

Empire Life, Canada

Challenge:

Empire Life, a leading Canadian insurance group that provides life, health, and investment products, wanted to enhance their existing remote sales solution and simplify the customer journey by providing a rich, visual, and collaborative experience on their own platform. They tested various approaches to upgrade their customer experience, including screen sharing tools, but none met their needs.

Solution:

Surfly provided Empire Life a straightforward solution that enabled advisors to remotely and personally guide customers through their platform while getting direct input from them via voice or video chat. Surfly’s Co-browsing made the advisor’s job much easier as they could see exactly what their customers were seeing on the platform without them needing to download additional software. Additionally, advisors and customers could draft a policy, upload and e-sign it virtually, and finalize the payment before ending the session.

Results:

A shortened the sales cycle, reduced application processing time, and improved advisor experience. Additionally, customer satisfaction scores like CSAT and NPS have soared for Empire Life since implementing Surfly’s solution.

Empire Life’s entire sales cycle can now also be securely completed in a single session utilizing their existing platform and technology investment. As opposed to screen sharing, Surfly’s Co-browsing sessions enabled active two-way collaboration, were secure and compliant, and didn’t require the agent or customer to download and install 3rd party software.

“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”

Story:

When Empire Life wanted to enhance their existing remote sales solution, they thought screen sharing tools like Zoom or Teams might be the answer to a visual and collaborative experience for their customers.

However, after noticing the various benefits co-browsing had over screen sharing, namely speed, security, and ease of use, they decided to move forward with Surfly’s Co-browsing solution. Surfly added a collaborative layer to Empire Life’s platform that allowed advisors to co-browse, video chat, and upload and e-sign documents with their customers. This made Empire Life’s own platform the communication and collaboration platform, enabling advisors to complete the entire sales journey in a single session, all while using the existing systems they were already familiar with.

With Surfly’s in-session collaboration tools, advisors no longer needed to switch between different third party applications or schedule multiple calls for different parts of the sales cycle. This resulted in a shorter sales cycle, reduced application processing times, and improved advisor experience. Furthermore, customer satisfaction scores like CSAT and NPS soared for Empire Life after implementing Surfly’s solution.

Key Benefits

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.

Awards and Honors

Catherine D.

Great additional service to our company!

“It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrollment.”

Read the full Surfly review on G2

Enterprise Insurance

Why Surfly impressed me?

“Surfly’s co-browsing solution is easy to use for both customers and agents, and the back-end system allow business to customize many different settings like user interface and the back list/ white list, and so on.
What attracted me most is Surfly’s e-signature feature and document collaboration, which can help the insurance industry develop the digital online service significantly.”

Read the full Surfly review on G2

Administrator in Enterprise Financial Services

A hassle-free solution that is friendly to use, easy to integrate, and affordable to adopt.

“Universal browsing with video chat and document upload/download is a perfect combination for digital insurance! And I think the free trial and online resource is really helpful for early evaluation.”

Read the full Surfly review on G2

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