Case Study: John Hancock achieves streamlined online life‑insurance applications and a single view of customers with Salesforce

John Hancock begins a new legacy with digital experiences

John Hancock, a 155‑year‑old financial services company, faced a slow, paper‑heavy life insurance process—involving in‑person meetings, lengthy applications and waits up to 40 days—and a patchwork of legacy systems that prevented a single view of customers.

Beginning in 2014 the company implemented Salesforce (Sales Cloud, Service Cloud, Shield, Connect) and engaged a Success Cloud architect to build online portals for life and long‑term care, automate nearly all of 140 manual application steps, and speed releases from a 4–6 week cycle to multiple deploys per week, while consolidating customer data from 15–20 systems onto one platform to improve customer experience and employee efficiency.

John Hancock

Len van Greuning

VP, Technology Officer