Client Services Excellence

Industry:

Insurance / Insurtech

Solution:

monday.com Implementation
Claims Workflow Automation
SLA Management
Operations Automation

In an industry still dominated by spreadsheets, email chains, and manual processes, Everything.Inure set out to build a truly digital insurance brokerage.

While the customer-facing experience was already digital, operational teams were still managing processes across multiple disconnected systems, resulting in fragmented reporting, manual task management, and limited visibility across departments. By implementing monday.com as a central operating platform, Everything.Insure successfully connected sales, client services, claims, and management reporting into a single source of truth.

According to Tyne van der Merwe, Head of Sales and Data Analytics, one of the biggest challenges was the lack of operational visibility.

“Insurance is a very traditional and old school business. A lot of traditional brokerages still operate via Excel and pen and-paper processes. There is very little digital adoption within brokerages.”

Despite being a digital-first insurer, internal teams were still dealing with:

The leadership team now uses live dashboards and integrations to gain real time visibility into operational performance across the business.

The leadership team now uses live dashboards and integrations to gain real time visibility into operational performance across the business.

Management can monitor performance, SLAs, workloads, and operational trends in real time.

“It has given the management team the ability to make instant decisions based on solid data from across the entire business. Change management has become a lot more efficient.”

One of the biggest cultural shifts has been increased accountability.

Automated deadlines and SLA monitoring ensure issues are immediately identified and addressed. Rather than relying on assumptions, management now has access to objective performance data.

“There is now no need to point fingers across departments for tasks that were not done because everything sits in one place.”

“monday.com has given us a level of visibility, accountability, and operational control that simply wasn’t possible before. Having our teams, processes, and data connected in one place has enabled better decision-making and created efficiencies across the entire business.”

Tyne van der Merwe
HEAD OF SALES AND DATA ANALYTICS
Everything.Insure

Technology alone does not drive transformation. Successful adoption depends on having the right implementation and support partner.

For Everything.Insure, The CRM Team played a key role in ensuring ongoing support and optimization.

“To be honest, if I ever need anything, Jarad is always available. I recently added another group company to their own monday.com instance and it was immediately added to my profile so I could oversee everything. They are quick, efficient, and always willing to help.”