How Vouch digitized their insurance customer onboarding flow to increase client capacity by 33%

Summary

Vouch, a digital insurance provider for startups, faced challenges with traditional manual paperwork processes that hindered customer onboarding. By implementing Anvil's Workflows, Vouch streamlined their operations, resulting in a 33% increase in their capacity to onboard new clients.

Background

Vouch is a digital insurance provider that specializes in offering tailored coverages for startups. With over $180 million raised since its inception, Vouch has rapidly expanded its services, particularly to accommodate the rise of remote work. However, the insurance industry is often bogged down by tedious manual processes and PDF forms, which created significant challenges for Vouch in delivering a seamless customer experience.

Objective

Vouch aimed to achieve the following goals:

• Streamline the onboarding process for new clients
• Improve the quality of structured data collected
• Reduce the sales cycle time
• Differentiate their customer experience from traditional insurance providers

Solution

Vouch implemented Anvil's Workflows to digitize and transform their onboarding process. This involved:

• Creating branded webforms from dozens of standardized industry forms
• Tying customer records and coverage types to unique links, replacing traditional PDF forms
• Pre-filling webforms with existing customer data for a smoother user experience
• Allowing clients to review, update, and sign forms digitally using Anvil’s Etch e-signatures
• Providing Vouch team members with visibility into the entire process, including time-stamped customer activities

Results

The implementation of Anvil Workflows led to significant improvements for Vouch:

• 33% increase in capacity to onboard new clients
• Reduction in bottlenecks caused by manual paperwork, leading to a faster sales cycle
• Enhanced structured data quality at scale
• Improved Net Promoter Score (NPS) due to a better customer experience

Key Insights

• Digitization of processes can significantly enhance operational efficiency in traditional industries.
• Providing a seamless user experience through technology can differentiate a company in a competitive market.
• Continuous visibility and integration of customer data streamline workflows and improve service delivery.

Customer Testimonial

"Anvil hits the sweet spot of having the sophistication of a true developer tool you can integrate into your own systems, while also delivering ease of use in which any business owner can turn a PDF into a logic-based webform in minutes."

— Chad Nitschke, Interim President, Vouch Specialty