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CASE STUDY

Global Reinsurer: Service Cloud for Cedent + Broker Inquiry Management

A global reinsurer rebuilt cedent + broker inquiry management on Service Cloud. Inquiry-response time down 47%; broker NPS up 26 points.

May 9, 2026 · 2 min read · By admin
At a glance
47% CHANGE
Industry
BFSI
Topics
Salesforce · Service Cloud
Published
May 2026
Headline outcome
47% Inquiry-response time: down 47%

Measured outcomes

What this programme actually delivered.

47%

Inquiry-response time: down 47%

+26

Broker NPS: +26 points

64%

Underwriter context-finding effort: down 64%

The challenge

A global reinsurer’s cedent + broker inquiries arrived via email, often without context. Underwriters spent meaningful time hunting context before responding.

What we built

Service Cloud with cedent + broker portal. Auto-context attachment from policy admin systems. Underwriter case-routing rules by line of business + geography. Response-quality scoring.

Outcomes

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