A Dubai-Based Commercial Insurance Broker Goes Live on FSC in 8 Weeks
Introduction
A commercial insurance broker serving corporate clients across the UAE faced a familiar challenge: growing a book of business without the systems to support it. Managing new business, renewals and broker relationships across disconnected spreadsheets and email threads, the firm lacked real-time visibility into its pipeline and had no structured way to track broker performance or automate renewal outreach. With ambitious growth targets and an increasingly competitive market, they needed a modern CRM — fast, focused, and built for insurance.
Project Challenges
Without a structured CRM, broker relationships and renewal timelines existed only in individual inboxes and offline trackers. New business opportunities were logged inconsistently, making pipeline forecasting unreliable. Renewal outreach depended on manual reminders rather than automated workflows, creating risk of missed follow-ups and lost business. The firm also had no mobile access to client and broker data — a significant limitation for a relationship-driven business operating across the UAE. They needed a solution that would centralise broker and client data, automate renewal management, and give leadership real-time visibility into business performance — without a lengthy or resource-intensive implementation.
Why Futureform?
The firm selected Futureform based on our deep expertise in Salesforce Financial Services Cloud and our track record of delivering fast, focused implementations for insurance businesses. Our ability to scope a structured, right-sized solution — and commit to an 8-week go-live — gave the client confidence that this would be a practical, high-impact project rather than an open-ended transformation programme.
Solution
Futureform implemented Salesforce Financial Services Cloud and Experience Cloud, configured specifically for the needs of a commercial insurance broker. Key capabilities delivered included:
- Structured New Business Pipeline — Lead and opportunity management across clients, intermediaries and insurers, with every touchpoint linked to the right broker relationship and account
- Renewal Automation — Automated outreach workflows replacing manual spreadsheet-based processes, with visibility into at-risk renewals and upcoming touchpoints
- Broker Hierarchy and Relationship Management — FSC’s broker management capabilities gave the team a single, structured view of all broker relationships, placement history and activity
- Experience Cloud — Mobile Access — Extended CRM access to the field via a mobile-enabled portal, enabling the team to manage relationships and update records on the go
- Real-Time Pipeline Dashboards — Live visibility into new business pipeline, renewal status and broker performance — replacing manual reporting
Implementation Experience
From the first introductory conversation to go-live, the full journey took just 8 weeks. Futureform worked closely with the client’s team through a structured delivery process — scoping and demo in week one, configuration and data migration across weeks three to six, and go-live with hypercare support in weeks seven and eight. Minimal customisation was required: FSC’s out-of-the-box insurance capabilities meant the focus was on configuration, data migration and user adoption rather than bespoke build work.
Results and Impact
- Live in 8 weeks — from signed project to operational CRM, on time and in scope
- Centralised broker and client data — single source of truth replacing disconnected spreadsheets and inboxes
- Automated renewal management — structured outreach workflows replacing manual reminders, reducing the risk of missed renewals
- Real-time pipeline visibility — leadership can now track new business and renewal performance without manual reporting
- Mobile-enabled team — field access via Experience Cloud, supporting a relationship-first operating model
- Foundation for AI — structured FSC data now provides the platform for future Agentforce and automation capabilities
Customer Experience
The client’s leadership noted the speed and focus of the delivery as a key differentiator. Rather than a lengthy transformation project, Futureform delivered a structured, immediately operational solution that addressed their core challenges from day one — and gave them a platform to grow from.
Looking Ahead
With FSC and Experience Cloud fully operational, the firm is well-positioned to scale its broker management capabilities as its book of business grows. A structured data foundation — built in just 8 weeks — opens the door to the next phase: analytics, Agentforce-driven renewal prioritisation, and AI-powered broker intelligence, when the time is right.