2. Key Insurance Challenges & How Salesforce Helps Issue that insurers are facing ● Manual Workflows & Siloed Systems: Leading to redundant data entry and inefficiencies. ● Underutilization of Predictive Analytics: Resulting in suboptimal risk selection and pricing. ● Slow Claims Processing: Increasing loss ratios and reducing customer satisfaction. ● Compliance & Data Security Concerns: Complicating modernization efforts. ● Fragmented Digital Experiences: Hampering effective communication and customer service. Challenge Friction Impact Salesforce Solution Manual underwriting & Slow cycle times, Automated underwriting submission processes underwriting bottlenecks workflows, AI-driven risk assessment Agent & broker Poor producer experience, Integrated CRM, self-service dissatisfaction missed opportunities broker portals, improved submission and underwriting Claims processing Increased claims leakage, Digital FNOL, automated inefficiencies fraud risks workflows, predictive analytics Siloed systems & data Lack of visibility, Unified data platform, real-time operational inefficiencies, analytics, end to end workflows, manual processes, tasks and processes redundant data entry, workarounds Regulatory compliance Manual tracking, audit Automated documentation, risks AI-driven compliance checks, full documentation to satisfy audit results 3. How to Use the Friction Gap Concept in Sales Conversations Discovery Questions to Identify Friction Points: