Real time context-based work update enables teams and team members to do their work efficiently and eventually provide great service to the end customers.
There are many chat tools in the market that enable this and empower the users using them to improve their work output.
Among them Slack is the new industry standard for easy, quick collaborative communication channel for all the stakeholders involved in the Salesforce ecosystem.
With features like channels (chat with users within an organization), Slack Connect (chat with users from different organizations), Messaging, Accessibility, Huddles and clips the ways to connect can be configured and utilized as a company can imagine.
Slack can be used to integrate with different enterprise tools like Salesforce, Zoom, Workday etc., to enable productivity and efficiency in an organization.
In our particular use case we have integrated Slack with Salesforce Health Insurance cloud to fasten and effectively do the quote review process.
Agents interact with customers for selling insurance policies and in the due process generate several quotes based on the different conditions and inputs on any given day.
With quotes, not all cases are straight forward. There would be several cases where quote(s) do not meet conditions and it’s upon the underwriter(s) to review and approve such quote(s).
Standard process:
In standard Salesforce Health Insurance process, any given quote is associated with status like quoted, underwriter review, need more information, approved and declined at any given point of time and according to the status they are added to the respective queues. Once added to the underwriter queue an automated email notification is sent to all the users in the underwriter’s group and whoever is available picks up the quote and the work continues.
Any sort of communication that needs to happen for reviewing this quote usually happens over emails and in some cases phone calls which ideally is not an efficient process.
With Slack Integration:
In Slack a channel is created for all the empaneled underswriter(s).
Our Slack integration is configured in such a way that when a quote with underwriter review status is sent to the queue a notification is sent to the Slack underwriter’s channel with a short description of the said quote. Accordingly, the next available underwriter can check the queue and start working on reviewing the same.
If there are any doubts and clarifications needed to finish the review, the underwriters can use the same channel to collaborate with other informed and/or senior members and act consequently to finish the review process in an efficient manner and the quote moves to the next status.
Integration Advantage:
This Slack integration doesn’t bypass the standard process of the email notification, it rather adds an extra layer on top of the existing standard process which further augments the quote review process.
