Case Study: Leading Global Insurance Provider streamlines policy email processing with Riva

Leading insurance provider uses Riva to automatically process insurance policies, emails, and calendars

Leading Global Insurance Providing Company, a global insurer with operations across Australia and other regions, needed a better way to manage high volumes of insurance policy claims and related emails coming into dedicated mailboxes. The company also required standard email and calendar sync, quick triage for call center teams, and custom handling for unmatched addresses and specific case fields in Salesforce. To address these needs, it turned to Riva On-Premise.

Riva implemented custom token matching and mailbox routing to automatically detect policy numbers in email subject lines or body text, file incoming emails to the correct Salesforce case, and direct customer and advisor emails into the proper folders. Riva also added custom fields for the sender’s email address and user records, while integrating transparently with CipherCloud for encrypted Salesforce traffic. The result was a faster, more automated workflow that saved users several minutes per incoming email and significantly improved compliance, service, and efficiency.