Sunday Scales AI-Powered Insurance with Salesforce
Sunday, a Thai insurtech firm, is using Salesforce to streamline its operations and enhance customer engagement for over 330,000 clients. Leveraging Salesforce’s Sales Cloud, Service Cloud, Tableau, and Slack, Sunday has successfully scaled its business across Thailand and Indonesia with effective B2B and B2B2C models.
From B2B Health Insurance to Multi-Channel Expansion
Established in 2017, Sunday initially focused on providing group health insurance solutions to businesses. Over time, it expanded its offerings to include motor insurance and smartphone protection by partnering with both B2B and B2C platforms. The launch of a direct-to-consumer (D2C) online channel further broadened its reach. In 2022, Sunday extended its operations to Indonesia as a fully licensed insurance company.
How Salesforce Supports Sunday’s Growth
- Sales Cloud: Sunday uses this to manage B2B leads, commissions, and customer segmentation based on behavior and purchase history. All interactions, from corporate sign-ups to individual purchases, are captured in a unified platform, ensuring no loss of context across channels.
- Service Cloud: This powers the customer service ticketing system, covering claims, refunds, cancellations, and complaints. Customer communications are centralized, allowing teams to handle issues efficiently across channels.
- Slack: Internal communication flows easily across departments and locations, helping teams promptly address urgent cases and sales opportunities.
- Tableau: Leadership and investors get real-time dashboards showing claims trends, profitability, and customer growth, enabling data-driven decisions.
Real-time API integrations provide sales and service teams with live access to customer histories, facilitating personalized offers and improving conversion rates without increasing manual effort.
Looking Ahead: AI and Automation
Sunday plans to explore Salesforce’s Agentforce, a digital labor solution, to boost efficiency. AI agents could take on simple inquiries, freeing human agents to focus on complex cases like motor accident claims or emergency support. This approach aims to blend automation with human expertise for better customer service.
Sunday’s approach demonstrates practical use of AI and cloud technologies to scale insurance operations while maintaining personalized customer engagement. For insurance professionals interested in AI applications, exploring AI tools for finance and insurance can provide valuable insights.
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