Efficient communication plays a crucial role in building strong relationships with insurance brokers, as it allows needs to be met quickly and effectively.
Recognizing the potential of WhatsApp as one of the main service channels for brokers, the commercial team at Liberty Seguros was motivated to adopt this tool as an integral part of their relationship strategy. However, they soon realized that a complementary solution would be needed to ensure the security of communications and compliance with company standards.
Liberty’s commercial team identified the need to adopt the use of WhatsApp as a communications channel with brokers because of its convenience and wide use in the market. However, challenges arose related to the integration of this tool with Salesforce, the management system used by the company. A complementary solution that would allow the recording and monitoring of interactions in an organized way, ensuring the security and compliance of communications, had to be found.
After initial, unsuccessful attempts, such as the use of an impersonal and bureaucratic corporate WhatsApp account, the Liberty team found the ideal answer in the Tuvis platform. A partnership was established and the Tuvis solution was integrated with Salesforce CRM, providing a complete solution to the challenges faced.
With Tuvis embedded in Salesforce, account managers were able to enjoy the benefits of an intuitive and efficient tool. The recording of visits and conversations has been simplified, with only one button needed to record all interactions. In addition, the team gained quick and secure access to the complete history of conversations, even without their phones at hand, through Salesforce. This integration improved productivity, allowing managers to devote more time to strategic activities, such as prospecting and engaging brokers.
The implementation of the Tuvis solution has gotten significant results for the Liberty Seguros team. The ease of registration and access to conversations has optimized workflow, ensuring personalized and agile service. With the centralization of information in Salesforce, the team has gained in collaboration and agility, even during absences, or changes of managers. In addition, security and compliance in communications have been enhanced, with the complete recording of interactions and the secure storage of files exchanged on WhatsApp.
With the partnership between Liberty Seguros and Tuvis, the insurer’s commercial team has achieved significant improvements in its service provided to brokers. The integration of the Tuvis platform with Salesforce CRM simplified logging in and access to interactions, promoting a personalized and efficient experience. In addition, communications security and compliance have been improved, ensuring the quality and reliability of information exchanges. Liberty Seguros reaffirms its commitment to offering the best support and service to its broker partners, driving growth and mutual success.