Case Study: CGU Insurance achieves exceptional partner and customer service with Salesforce

CGU delivers exceptional partner and customer service with Salesforce

CGU Insurance, a 160+-year-old Australian insurer with a large partner network, faced siloed teams and a weakening line of sight into partner and customer needs. Despite strong market relationships, business units weren’t sharing information effectively, causing inconsistent service and missed growth opportunities.

CGU implemented Salesforce to connect underwriters, business development managers and later operations and claims, creating a single view of business data and using Chatter for secure collaboration. The rollout — plus a partner portal, mobile tools for on-site assessments (digital photos and geocodes) and social listening via Sales Cloud — delivered real-time sales visibility, faster, more accurate quotes, closer partner engagement and improved customer service outcomes.

CGU Insurance

Ian Frew

CIO