Case Study: U.S.-based Fortune 500 warranty insurance company cuts operating costs 50% and slashes claim handling from 45 to 3 minutes with Fiserv's Salesforce Service Cloud migration

Migration of Legacy Systems to Salesforce Service Cloud Improves Service, Reduces Costs

U.S.-based Fortune 500 Company, a global warranty insurance provider, faced inconsistent data, slow response times and rising infrastructure and licensing costs from decades of disparate legacy policy and claims systems across multiple locations. The company engaged Fiserv to replace those systems with a single, cloud-based Salesforce Service Cloud platform to support campaign management, sales automation, customer service and account management.

Fiserv analyzed the legacy environment, migrated client data using its proven migration framework, and configured Salesforce Service Cloud with policy, claims and billing workflows, multilingual/multicurrency support and MuleSoft integrations, plus automation and DevOps testing. The migration was on time and on budget and delivered measurable impact: claim reporting-to-creation dropped from 45 minutes to 3 minutes, operating expenses fell 50%, contract creation was automated, reporting and data accuracy improved, testing coverage rose 70%, Q/A cycle time fell 30% and testing costs dropped 20%.