New York Life + Salesforce | Delivering on Customer Service Expectations

What we're always trying to do is look at that intersection of technology and people. Folks are thinking about that. That's a great place to start. New York Life is the world's largest mutual insurance company. Our biggest challenge when I started was just figuring out when somebody applies for an annuity, like, where was it in the process? Things like if somebody started the service interaction with a chat and then they call the call center, they expect you to know about that chat and be all up to speed on what happened there. Service cloud really helped us deliver customer expectations. When we were able to open that up and create real time statuses and have those real time statuses be available to everybody, everybody could see exactly where everything was in the process, whether it's a marketing person, salesperson, or service person. The more you can bring those things together and look at them in real time statistically and say, okay, what are the combination of events and activities and structures that correlate to success? We're able to bring together a tighter organization.