"Working with Synatic has been a revolutionary experience for us at Hilb Group. Their comprehensive integration solutions have not only solved our longstanding data visibility issues but have also transformed the way we operate.
- Kate Paciorek, Senior Project Manager at Hilb Group
Hilb Group has addressed discrepancies and inconsistencies in its AMS using Synatic, improving data quality by 98%.
Synatic ensured that Hilb Groups AMS and CRM systems remained up-to-date with synchronized information, providing Hilb Group with an 86% increase in efficiency within their CRM.
By leveraging Synatic's AgencyFuse Correct, Hilb Group was able to save countless hours of manual data cleanup effort, enhancing overall efficiency and performance.
Hilb Group, headquartered in Richmond, Virginia, was established in 2009, and has rapidly ascended to become a Top 25 middle-market independent insurance broker. Specializing in property & casualty, employee benefits, and retirement services, Hilb Group caters to businesses and individuals nationwide offering them the best of both worlds: the resources of a large insurance broker and the attentive care of a small agency. With over 30 industry specialties, Hilb Group stands as a beacon of comprehensive insurance knowledge, industry leading solutions and personalized service. The Insurance Brokerage's collaboration with top insurers ensures it has a vast array of high-quality solutions to precisely match each client's needs.
Hilb Group, like many modern enterprises, sought to streamline its operations and enhance data management through integrating its core systems. They aimed to connect AMS360, their primary insurance agency management system, with Salesforce, a vital platform for customer relationship management (CRM) and sales activities. However, the integration efforts encountered significant challenges, leading to inefficiencies and frustration across the organization.
Initially, the company attempted integration using native plugins, but these solutions proved inadequate to meet their needs. Subsequently, they turned to a tool called Data Loader for integration purposes. Unfortunately, Data Loader is not designed for seamless integration between AMS360 and Salesforce; rather, it is more suited for one-time data uploads. As a result, Hilb Group found themselves spending excessive amounts of time manually managing data transfers between the two systems.
"The unsuccessful integration attempts between our AMS and CRM systems resulted in a cumbersome workflow, forcing us to manually move data back and forth using Excel sheets. Not only was this time and resource-consuming, but it also jeopardized the accuracy and timeliness of critical information essential for client engagement and decision-making."
- David White, Vice President of Project and Portfolio Management at Hilb Group
In addition to Hilb Group's integration challenges, the brokerage faced several other significant data-related hurdles:
Manual Data Handling and Lack of Bi-Directional Integration
Exporting and importing Excel sheets between Salesforce and AMS360 without bi-directional integration requires significant manual effort. This manual process creates challenges in updating information seamlessly between the two platforms, resulting in discrepancies and inefficiencies.
"The lack of bi-directionality in the synchronization process meant that updates made in Salesforce were not reflected in AMS360, this led to staff only having access to outdated information when dealing with clients."
- David White, Vice President of Project and Portfolio Management at Hilb Group
Disassociation of Producers from Business Operations
The disparate usage of AMS360 by customer service representatives (CSRs) and Salesforce by producers further exacerbated the problem. White added that, "While CSRs rely on AMS360 to perform their tasks, producers predominantly operated within Salesforce. This disjointed approach has led to a disconnect between our different departments, with producers working independently of the broader business objectives."
Incomplete Visibility and Manual Data Recreation
Producers lack visibility into crucial business metrics such as commissions and comprehensive client account information within Salesforce due to manual integration processes. White said, "Without clear data visibility our producers cannot access comprehensive data within Salesforce. This limits their ability to track performance metrics and make informed decisions." Manual recreation of data between Salesforce and AMS360 further exacerbates the issue, leading to inefficiencies and potential errors.
"Synatic provided a comprehensive solution for our organization by solving our integration challenges and addressing various other pain points with rapid speed."
- David White, Vice President of Project and Portfolio Management at Hilb Group
Through the use of their nimble, simple, and powerful Data Integration Hub (DIH) Synatic were able to provide Hilb with the following solutions and integrations:
Synatic provided a comprehensive solution for Hilb Group by integrating Salesforce and AMS360 bi-directionally at an account, contact, and policy header level. Synatic ensured that Hilb Groups AMS and CRM systems remained up-to-date with synchronized information, providing Hilb Group with an 86% increase in efficiency within their CRM and AMS systems. Synatic's AgencyFuse Connect solution facilitated seamless data exchange between AMS and Salesforce, enhancing account and contact management. Additionally, Synatic implemented a uni-directional transfer of policy-level data from AMS360 to Salesforce, complemented by auxiliary functionalities aimed at optimizing reporting capabilities, such as Goals Integration.
Synatic introduced a Goals Integration feature that leverages metrics from AMS to track sales reps' progress against their budgets. This feature enabled the tracking of progress within Salesforce, empowering producers to monitor actual revenue versus their target revenue for a given period. Moreover, Synatic's solutions extended to target management, enabling efficient bulk runs for the incorporation of newly acquired agencies or businesses into both AMS and Salesforce databases.
"Synatic's Goals Integration has been a game-changer for our team. By automating the tracking of sales goals and streamlining target management, we've saved countless hours of manual work and gained invaluable insights into our performance."
- David White, Vice President of Project and Portfolio Management at Hilb Group
Furthermore, Synatic's solution facilitates target management by enabling bulk runs for new agency acquisitions or business roll-ups, ensuring seamless integration between AMS360 and Salesforce. This feature, handed over to Customer Success Management (CSM), ensures that any new acquisitions in AMS360 are promptly reflected in Salesforce, streamlining operations and enhancing efficiency.
Additionally, Synatic's ongoing focus on data cleansing and maintenance, facilitated by their AgencyFuse Correct solution, ensured continuous alignment and cleanliness of data between the two systems. By leveraging AgencyFuse Correct, Synatic addressed discrepancies and inconsistencies, guaranteeing that crucial information such as emails and phone numbers remained intact and accurate. This proactive approach to data management served as a preemptive measure to maintain the smooth operation of the integration, enhancing overall efficiency and performance.
"Synatic's AgencyFuse Correct solution played a pivotal role in our data integration efforts, ensuring seamless alignment and cleanliness between our systems. By addressing discrepancies and inconsistencies proactively, DataFix saved us countless hours of manual effort”.
- Kate Paciorek, Senior Project Manager at Hilb Group.
Synatic's comprehensive integration solutions significantly enhanced Hilb Group's business operations. The AgencyFuse Connect solution effectively bridged the gap between AMS and Salesforce, ensuring seamless data exchange and enhancing account and contact management. Goals Integration empowered producers to track their progress against targets within Salesforce, while the streamlined target management facilitated efficient incorporation of new acquisitions.
Additionally, Synatic's AgencyFuse Correct solution played a crucial role in maintaining data integrity and ensuring the smooth operation of the integration. By going beyond basic functionalities, Synatic continues to innovate and provide actionable insights, further enhancing Hilb Group's efficiency and performance. Through ongoing efforts, Synatic remains dedicated to optimizing operations and maximizing business outcomes.
"The Synatic team's dedication to understanding our unique challenges and delivering tailored solutions has been truly impressive. With their expertise and support, we've been able to streamline our processes, improve efficiency, and drive better business outcomes." - Kate Paciorek, Senior Project Manager at Hilb Group
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