When one of the nation’s leading insurance and benefits providers saw its Medicare sales operations struggling to keep up with growth, it turned to Persistent to modernize its advisor experience. Together, they built a Salesforce-based platform that streamlined workflows, improved retention, and unlocked measurable gains in lead generation.
The Challenges
Inefficient processes limiting growth and visibility for Medicare advisors
The client, a respected name in business insurance, employee benefits, retirement planning, and personal insurance, needed to transform the way its Medicare advisors managed sales. The Medicare business line was expanding rapidly, yet advisors faced significant limitations with existing processes and systems. Tracking leads and opportunities was inefficient, quoting policies required multiple disjointed steps, and accessing beneficiary information was cumbersome.
The goal was to modernize sales operations by adopting Salesforce as a core platform. Advisors needed a solution that could give them a prioritized view of both their current book of business and new leads, helping them focus on high-value opportunities. At the same time, the system had to support quoting and enrollment for Medicare beneficiaries, integrate seamlessly with existing applications, and ensure that sensitive beneficiary data was managed securely.
Data fragmentation added to the challenge. Medicare-specific processes required tailored data models, accurate integration with third-party platforms, and scalable workflows. Without these capabilities, the client risked losing leads due to inefficiency, missing cross-sell or upsell opportunities, and experiencing lower retention rates from limited visibility into advisor performance and member engagement.
The Turning Point
Transforming Medicare advisor workflows with a united Salesforce platform
To address these challenges, the client turned to Persistent to design and implement a modern sales enablement platform on Salesforce. Persistent configured Salesforce to provide a unified, prioritized view of each advisor’s book of business alongside new leads. This streamlined visibility allowed advisors to manage their workloads more effectively, reduce dropouts, and focus on opportunities most likely to convert.
Integration was a key part of the solution. Persistent integrated Salesforce with Connecture (P2P), enabling advisors to retrieve quotes and enroll Medicare beneficiaries without leaving the platform. Additional integrations included Unbounce for lead creation, Tracker for enrollment and commission synchronization, and role-based access controls for secure handling of sensitive Medicare data.
A Medicare-aligned data model was designed to ensure accuracy and scalability. Persistent customized lead attributes, layouts, and workflows to align with Medicare-specific offerings. Account, contact, and opportunity page layouts were optimized to reflect the Medicare sales lifecycle, while tailored stage processes helped advisors move opportunities seamlessly from lead capture to enrollment.
By combining deep Salesforce expertise with Medicare process knowledge, Persistent delivered an end-to-end solution that improved day-to-day efficiency and gave advisors actionable insights to boost retention and growth. Features such as next-best-action recommendations and expert picks empowered advisors to make smarter decisions in real time, directly contributing to revenue and satisfaction gains.
The Outcomes
Efficiency, retention, and lead growth through intelligent sales enablement
The transformation delivered measurable business impact:
- 40% reduction in dropout rates, driven by the new priority view that enabled advisors to focus on high-value leads and streamline their engagement.
- 10% improvement in retention, supported by next-best-action and personalized recommendations that helped advisors engage members more effectively.
- 20% growth in lead generation, achieved through seamless integrations with Unbounce, Connecture, and Tracker, improving visibility and reducing manual effort.
The modernized Salesforce solution gave the client a unified platform for Medicare advisors, enabling them to manage accounts, leads, opportunities, and enrollments with greater efficiency and accuracy. By embedding integrations, scalability and secure data handling, the solution created a foundation for continued growth while improving both advisor productivity and member satisfaction.
With Persistent as a trusted partner, the client successfully reimagined its Medicare advisor sales process, positioning itself for stronger retention, smarter engagement, and sustained business growth.
