“My single point of advice to anybody starting on the journey is understanding all of the resources that Salesforce can offer you and tap into those, whether it’s an architect, professional services, Premier Support, or even the learnings of the Trailblazer community.”
Rethinking customer experiences and established business practices is a difficult task, especially for a brand with a 155-year legacy. “We’re prepared to take some risks along the way, innovate, and understand the path that the customer wants us to follow,” said Len van Greuning, VP, Technology Officer.
Before John Hancock implemented Salesforce, the company used several legacy systems, some of which were duplicative and nearing end-of-life. However, the systems didn’t provide the CRM capabilities John Hancock needed or provide a single view of customers.
The company decided to implement Salesforce and decommission the legacy systems. Today, John Hancock uses Sales Cloud and Service Cloud to give employees information about customers in one place. The company also uses Salesforce Shield, a feature of the Lightning Platform, to encrypt personally identifiable information (PII). John Hancock recently began using Salesforce Connect, another Platform feature, to connect Salesforce with a legacy data store, minimizing the need to replicate data across different systems.
In 2016, the company worked with a program architect from Success Cloud, which offers expertise and resources to help customers achieve their goals with Salesforce faster. “We really wanted to have heavily experienced professionals embedded into our teams and really work side by side with us,” van Greuning said.
The architect helped John Hancock’s team innovate faster, speeding up technology releases needed to support online applications such as the life insurance application portal. “In the past, deploying a new version of this application could be a four-to-six-week process. Having the Salesforce team there, we’re now able to do it twice a week,” van Greuning said.
Working with a Salesforce architect helped John Hancock launch its new online life insurance application portal, which allows customers to get a life insurance quote and submit an application quickly online. The new online life insurance portal has also improved experiences for John Hancock employees. Previously, processing a life insurance application required 140 manual steps. Today, all but a handful of steps are automated, which gives employees more time to focus on sales and customer support.
John Hancock also uses Salesforce to improve the experiences for long-term care customers. The company launched a long-term care portal with Salesforce Communities, which allows customers to upload images of receipts for service claims instead of faxing them.