Transforming Agency Management for DUAL North America
Introduction
As DUAL North America (“DUAL”), a division of the global Howden Group, expanded, managing distribution partners, generating leads, and tracking key performance indicators (KPIs) became increasingly complex. To address these challenges and future-proof their operations, DUAL partnered with Futureform, a Salesforce consultancy, based on a strong recommendation from their global team. This collaboration has enhanced visibility, improved relationship management, and set the stage for scalable growth.
The Challenge
Lisa McAbee, Director of Marketing and Business Development at DUAL North America, outlined several operational hurdles:
- Limited tracking of appointments and partner relationships, leading to inefficiencies in engagement strategies.
- Fragmented lead generation processes, making it difficult to nurture and convert opportunities.
- Lack of real-time KPI monitoring, restricting data-driven decision-making and performance optimization.
- Siloed operations across business units, preventing collaboration and a unified view of carrier and agency interactions.
DUAL needed a centralized solution to unify processes, provide real-time insights, and enable stronger engagement with carriers and agencies.
Why Futureform?
Futureform stood out due to their deep industry expertise in insurance, their ability to translate business needs into Salesforce use cases, and their highly collaborative approach. Lisa McAbee highlighted Futureform’s ability to:
- Interpret complex business challenges and map them to effective Salesforce solutions.
- Engage diverse team members with varying skill sets and technical backgrounds to ensure alignment.
- Implement a tailored approach rather than a one-size-fits-all strategy.
The Solution
Futureform implemented a customised Salesforce solution, integrating DUAL’s various business units into a single, unified platform. Key features included:
– Improved visibility and a unified dashboard: This allowed the capacity team to better monitor existing carrier relationships and leads.
– Enhanced agency interactions: The solution provided the agency team with better visibility into their partner agencies, enabling more effective cross-selling opportunities.
– Scalable framework for growth: The implementation created pathways for future enhancements and development, with the potential for deeper insights and automation as DUAL expands its use of Salesforce.
The teams quickly adapted to the new system, and DUAL is already seeing early operational improvements, reinforcing the long-term value of the transformation.
Future Growth
Under the leadership of their new Chief Information Officer, Scott Noerr, DUAL aims to leverage Salesforce as a company-wide platform, expanding its use across underwriting, risk management, and performance analytics. Futureform remains committed to supporting DUAL on this journey, ensuring their Salesforce platform continues to evolve with their growing business needs.
A Lasting Partnership
The strong alignment between Futureform and DUAL’s goals has set the foundation for a long-term partnership. Lisa McAbee praised Futureform’s deep understanding of their business and highlighted the shared vision that contributed to a successful Phase One implementation. She also recommended Futureform to organizations looking for a partner who is genuinely invested in their success.
Testimonial
“Futureform is a highly recommended partner to work with, exceeded expectations in discovery, development & deployment. Understanding of our business case and ability to apply learnings from similar development efforts gave valuable insights to our project. Every member of the team possessed a high level of technical strength and business acumen & experience to be creative in designing solutions for us. Looking forward to the next engagement..” — Lisa McAbee, DUAL North America
Conclusion
Futureform’s Salesforce-powered solution has empowered DUAL North America to address critical business challenges and paved the way for future growth. The partnership has laid a scalable foundation for further digital transformation, ensuring that DUAL continues to enhance its operations, drive efficiencies, and maximize growth opportunities. The ongoing collaboration between the two teams promises continued success as DUAL expands its Salesforce capabilities for greater operational impact.