Global (Re)Insurance Broker Miller Taps Salesforce AI to Transform Its Broker Experience

Miller, a leading independent speciality insurance broker, is one of the first U.K. financial services organizations to combine Salesforce Einstein and Financial Services Cloud to drive productivity and efficiency across its business and deliver outstanding client service. Why it’s important: More than two out of three global workers (68%) say generative AI will help them better serve their customers. Tapping Einstein AI in Financial Services Cloud, Miller can provide more personalized and impactful client service experiences while boosting broker productivity. Driving the news: By empowering teams with smarter workflows and richer data insights, Miller is transforming its client experience.

• With Einstein Prompt Builder, the team is able to use Salesforce out-of-the-box prompts or create their own prompt template to quickly and efficiently produce complex insurance quotes and solutions for their clients.
• With Financial Services Cloud, Miller can manage complex pipelines, collaborate efficiently across deal teams, use internal and third-party data, and ensure information is shared with the right people at the right time.
• With predictive AI-powered CRM Analytics, Miller can get insights on its sales team’s performance, leads, and opportunities. Brokers can then harness Salesforce predictive AI to anticipate client needs, whether it be a policy renewal or an opportunity to cross-sell using pre-populated templates.

The trust factor: As a regulated financial services company serving clients across multiple geographies and regulations, trust is critical to Miller. Designed for enterprise security standards, the Einstein Trust Layer’s zero retention architecture allows Miller’s teams to benefit from generative AI without compromising their client data. The customer perspective: “The insurance industry is on the verge of a seismic, tech-driven shift. With Salesforce allowing us to drive productivity gains and streamline processes, AI is forming the bedrock of our success and positioning us as a market leader,” said Dana Cuffe, Group Chief Operating Officer, Miller Insurance. “We chose Salesforce as our digital partner because its generative AI tools are grounded in trust. All together, this approach will empower our business, brokers, and clients to meet this AI moment with confidence,” Cuffe continued. We chose Salesforce as our digital partner because its generative AI tools are grounded in trust. All together, this approach will empower our business, brokers, and clients to meet this AI moment with confidence. DANA CUFFE, GROUP CHIEF OPERATING OFFICER, MILLER INSURANCE Salesforce perspective: “We are excited to support Miller in the next stage of its digital transformation — placing trust at the centre of AI-powered productivity and growth gains. With the combined power of data, AI, CRM, and trust, Miller will pave the way for the financial services industry to deliver exceptional customer experiences while boosting productivity and growth.” – Anna Bratton, Head of Financial Services, Salesforce UKI