Partnering with Allstate Identity Protection (AIP), the goal was rethink the onboarding journey for new broker and existing customers. By re-designing cross-functional workflows and creating a new portal experience, we removed significant friction to deliver the business objectives, workflow automation, and enhance the external customer experience. Â
To strengthen client retention, AIP needed to increase interaction with the brokers responsible for onboarding and engagement. The challenge lay in making critical data and tools more accessible, without disrupting operational flow or increasing complexity for end users.
SAESO collaborated closely with AIP’s marketing and operations teams to deliver a foundational platform strategy that met both business and user needs. By leveraging Salesforce Service Cloud and Marketing Cloud data in client-facing web experiences, we enabled more efficient onboarding workflows and real-time access to critical information. Our strategic approach streamlined communication and drove deeper, sustained broker-client engagement.
This strategic alignment led to a 26% increase in engagement across broker teams —reducing churn risk and reinforcing the role of platform planning in driving meaningful business outcomes.