Holmes Murphy: Millions Saved with Salesforce Automation

Holmes Murphy, a leading independent insurance brokerage, has transformed its operations by leveraging connected data and automation through Salesforce Financial Services Cloud, Sales Cloud, Service Cloud, and Marketing Cloud. Facing the challenge of data silos and manual processes, Holmes Murphy sought to enhance efficiency, streamline sales, and automate services to support rapid growth and deliver superior client experiences.

By implementing Sales Cloud, Holmes Murphy created a simplified client intake form and a producer desktop, visually representing each step in the sales process. This eliminated spreadsheets, reduced repetitive data entry, and improved sales routines with smart workflows. The sales team now accesses key data, such as monthly client submission flow and market profitability, through Salesforce Lightning dashboards, enhancing operational efficiency.

Automated processes, including a client risk indicator built using Sales Cloud features, have significantly boosted revenue and renewals. This system flags at-risk accounts, triggering automated email notifications to the relevant departments. Furthermore, automation has streamlined the renewal process, freeing up the employee benefits team to focus on client retention, resulting in an estimated 44,000 hours and $6.9 million in savings.

The adoption of Financial Services Cloud and strategic partners from the AppExchange has revolutionized compliance tasks, replacing time-consuming manual processes with automated emailed packages containing benefit booklets and compliance documentation. This has saved the client management team 3,200 hours and $85,000. Additionally, by partnering with Ascend Technologies, Holmes Murphy developed a client portal within Experience Cloud, enabling real-time claims reporting and tracking, which has improved client satisfaction and led to 70% of claims being submitted online.

Holmes Murphy also leverages Marketing Cloud and Einstein AI to drive marketing automation and personalized strategies. By predicting optimal send times and refining subject lines, the marketing team ensures customers receive the right messages at the right time, further enhancing engagement and overall client experience. Looking ahead, Holmes Murphy plans to fully implement Financial Services Cloud, utilizing features like Action Plans and the Discovery Framework to streamline client onboarding and digitize annual requests for information.

Value Results:

• $6.9 Million Saved: Through automation and streamlined processes.

• 47,200 Employee Hours Saved: By reducing manual tasks and improving efficiency.

• 70% Online Claims Submission: Resulting from a better online claims-filing process.

• $85,000 Saved: By Streamlined compliance tasks with Financial Services Cloud.

• Enhanced Client Experience: Achieved through personalized marketing and real-time claims tracking.