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Problem
Complex Operations, Clunky Tools
A fast-growing B2B2C insurance distributor manages life insurance products across 100+ global partners and thousands of end clients. But behind the scenes, operations were burdened by complexity. The team juggled massive Excel sheets and multiple tools to handle client onboarding, underwriting, document checklists, and policy tracking.
“We had over 700 data points just for client forms,” said a Marketing and Technology Associate. “Our system worked, but it wasn’t user-friendly. Teams in Asia were overwhelmed, clients faced delays, and our reports were full of gaps.”
Q1
Solution
A Unified Case Management Approach
The firm partnered with SmartSuite to centralize its operations. The project included:
- Building a centralized case management system that linked product selection, underwriting, medical checks, and ownership documents across all carriers and products
- Designing user-friendly dashboards and record selectors to simplify case updates, avoiding the need for non-technical staff to navigate complex database fields
- Setting up SmartSuite guest access for BDMs and external partners, with granular permissions and localized interfaces
“What stood out was SmartSuite’s flexibility and the team’s willingness to co-create solutions with us,” said a Marketing and Technology Associate.
Q2
Result
Faster Workflows, Happier Partners
The firm’s transformation delivered immediate operational improvements:
- 50% faster case management: Automated workflows, real-time status updates, and linked records cut repetitive manual work in half
- Streamlined partner experience: Instead of managing hundreds of separate dashboards, the company now runs two core SmartSuite dashboards—one for BDMs, one for partners—with auto-filtered, permissioned views
- Enhanced user adoption: Teams in Singapore and across Asia now work confidently in a system designed for their workflows, with fewer training headaches and more accurate reporting
As a Marketing and Technology Associate put it, “We’re not just building dashboards—we’re transforming how we operate and how we serve our partners.”
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