Case Study: Largest Mutual Life Insurance Company achieves faster agent access and increased portal usage with Lucidworks

Faster information retrieval allows reps and brokers to better serve customers in the moment

One of the world’s largest mutual life insurers — supporting about 6,000 field reps and 20,000 brokers — struggled with a fragmented employee portal whose inconsistent UIs and poor search left agents unable to quickly find policies, forms, client data and tools. The patchwork system indexed content inconsistently, returned outdated or missing results, required many clicks, and drove low portal adoption and wasted time on back‑office requests.

The company implemented Lucidworks’ AI‑powered search across the portal, adding global search with typeahead, faceted navigation, document previews and sorting, security trimming, and personalization tied to each agent’s clients. As a result portal usage rose, retrieval time dropped, reps spent less time hunting for information, and employee satisfaction and customer interactions improved.