Blazing a new trail often involves ignoring the conventional roadblocks. For iSelect, this means continually asking the question “why not” when it comes to doing things differently. These two simple words have propelled iSelect from a small team of eight working out of a paint shop into a 700-strong team that’s helping millions of Australians with some of life’s most important purchase decisions.
Whether a customer needs the right health insurance or the best deal on a mortgage, iSelect can give them the information and confidence to make the right choice. Now, with an exciting new vision to become Australia’s Life Admin Store, iSelect is using technology to connect more customers with more of the services they need. Salesforce is helping iSelect on this path to success by giving its expert consultants the right information at their fingertips to deliver a seamless customer experience.
“Customers often come to us in the middle of a major life event. They may want health insurance for a new baby or a mortgage and utilities for a new home. Salesforce helps us capture all their needs and quickly connect them to the right products,” said Scott Wilson, Managing Director & CEO of Select.
Thanks to Salesforce, iSelect now has a single view of its customers so every consultant can see at a glance which products a customer has compared or bought in the past. This leads to smarter, more effective conversations about a wider range of products – not just the home loan or insurance the customer first enquired about. It also eliminates the need for customers to establish a new profile every time they interact with iSelect about a new product category.
Wilson said the transformation was all about making it faster and easier for customers to find the products best suited to their current needs. “Our customer experience defines who we are and, with Salesforce, we’re making it as effortless as possible. We want to remove all friction from the decision process by doing the heavy lifting for them.”