Case Study: PURE achieves a premier member experience with Silverline and Salesforce

Pure boosts NPS by 7 points with Silverline

Pure, a specialty insurer, partnered with Silverline to address the challenge of creating an exceptional member experience. Their goal was to build a secure, private member portal to provide 24/7 access to information and services, reduce call volume, and enhance the claims process with greater transparency for their highly connected membership.

Silverline leveraged Salesforce Service Cloud and Communities to build the responsive portal, which features a revolutionary Claims Tracker for real-time updates and communication. As a result, Pure's Net Promoter Score increased by seven points to 65, and member call volume is expected to drop by 10-20%, providing valuable operating scalability as the company grows.

Pure