Sura Transforms Customer Health and Wellness with Salesforce and Hyper-Personalization

Salesforce: Empowering Personalized Connections

Salesforce, the global CRM leader, provides a suite of cloud-based solutions that enable companies to connect with their customers on a deeper, more personalized level. Key solutions include:

• Salesforce Loyalty Cloud: A platform for building custom loyalty programs to reward and motivate customers.
• Salesforce Service Cloud: A comprehensive customer service solution for delivering efficient and personalized support.
• Salesforce Marketing Cloud: A digital marketing platform for creating and executing personalized, automated marketing campaigns across multiple channels.

Grupo Sura: A Latin American Financial Powerhouse

Grupo Sura is a major player in the Latin American financial landscape, with a focus on financial services and a commitment to sustainability. This Colombian company has built a diversified portfolio of investments spanning insurance, savings, asset management, and banking. Grupo Sura is listed on the Colombian Stock Exchange and participates in the ADR Level I program in the United States.

The Challenge: Enhancing Customer Health and Wellness 

Sura wanted to develop a comprehensive wellness program that encouraged healthy habits and prevented illness. Their vision was to empower customers to take control of their health and well-being through personalized digital tools.

The Solution: Salesforce, Freeway Consulting, and Hyper-Personalization

Sura, in partnership with Salesforce Summit Partner Freeway Consulting, implemented a suite of solutions to optimize the customer experience and enhance their marketing and service strategies:

• Salesforce Loyalty Cloud: This platform allowed Sura to create a personalized rewards program to incentivize healthy habits among its customers, such as regular exercise, balanced eating, and preventive medical checkups.
• Salesforce Service Cloud: This comprehensive customer service management solution enabled Sura to provide fast, personalized support to its customers through multiple channels, offering individualized advice and guidance on their journey to a healthier life.
• Salesforce Marketing Cloud: This digital marketing platform was key to designing and executing personalized, automated communication campaigns, promoting the wellness program and its benefits through various channels like email, social media, and text messages.

Freeway Consulting’s team of certified Salesforce experts worked closely with Sura to design, implement, and optimize these solutions, ensuring they perfectly aligned with the company’s needs and objectives.

The Results: Improved Health, Reduced Costs, Stronger Relationships

Thanks to this digital transformation powered by Salesforce and Freeway Consulting’s expertise, Sura achieved:

• Improved customer health and quality of life: The wellness program encouraged the adoption of healthy habits, resulting in a significant improvement in the health and well-being of policyholders.
• Reduced claims and associated costs: The prevention of illnesses and accidents directly impacted the reduction of healthcare costs and claims, generating significant savings for the company.
• Strengthened customer relationships: The wellness program and personalized support provided through Salesforce solutions allowed Sura to build a stronger, closer relationship with its customers, based on caring for their health and well-being.

Impact on Wellness and Health

Sura’s wellness program, powered by Salesforce, has significantly impacted the health and well-being of its customers. Thanks to hyper-personalization and intelligent automation, Sura has achieved:

• Reduced claims: The adoption of healthy habits has decreased the frequency and severity of claims related to illnesses and accidents, generating significant savings for the company.
• Improved customer health: Customers have reported improvements in key health indicators, such as body mass index (BMI) and blood pressure, translating into a better quality of life and increased life expectancy.
• Increased customer satisfaction: Customers value Sura’s commitment to their well-being, reflected in greater satisfaction and loyalty to the company.
• Strengthened customer relationships: The wellness program has opened new communication channels and created a community of customers committed to their health, strengthening the bond between Sura and its policyholders.