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The Customer
Insurely offers real-time data sharing of insurance, pension, and investment data through APIs and user-friendly solutions for open finance, with the goal of making insurance, pensions, and investment management more accessible and easier to understand. Insurely's technical solutions enable insurance companies and banks to provide their customers with greater insight and knowledge about their insurance policies, occupational pensions, and investment portfolios. Insurely was founded in 2018 with the vision of making insurance more accessible and understandable for everyone.
The Challenge
Like many other companies entering their growth stage, managing Customer Success was becoming challenging for Insurely. Their customer data was scattered across different systems and documents without a centralized system, leading to inefficiencies and confusion. As Linnea Viklund, Commercial Account Manager at Insurely, described, “Our customer data was scattered all over in various Google Drive folders, so we didn’t really have clear visibility.”
Account managers and leadership teams had to spend excessive time gathering data for reporting, making it difficult to maintain a clear picture of customer performance.“It was starting to get really time-consuming just to keep everyone updated on progress and how customers were performing,” Linnea said. With incomplete overview of their customers and their health, Insurely risked missing opportunities to spot downward usage trends or upsell potential, and consequently lost chances for retention and growth.
The absence of automation and clear workflows meant that valuable time was spent on repetitive tasks, hindering Insurely's ability to scale their operations effectively. This delayed product adoption and increased the workload for the team, who had to manage every step manually.
With various products measured differently and customers implementing the products for a multitude of use cases, Insurely also struggled to create consistent health scores, making it harder to pinpoint which customers were thriving and which were at risk. This lack of standardization across product lines added to the difficulty of tracking customer value.
Insurely saw that these challenges would increase the risk of churn during their high growth phrase, and so they began to search for a solution that would bring everything together and make their operations more efficient.
The Solution
Insurely’s search for a tool that would help them scale their CS operations brought them to Velaris. By using data-driven insights and automated processes, Velaris was able to help Insurely respond proactively when customers were primed for growth, leading to an increase in upsells and overall business expansion. The seamless integration of data and automations helped Insurely drive revenue growth with less effort, focusing their time on high-impact opportunities. The Velaris team worked hand-in-hand with Insurely to help them succeed by implementing the following solutions:
One of the first and most impactful improvements was centralized data management. Velaris became Insurely’s single source of truth, consolidating customer data that had previously been spread across different tools. With all the data in one place, transparency and accessibility across the entire organization improved dramatically. Account managers and team members could now track customer behavior and performance in real-time, something that was difficult to manage before.
Once the data was organized, Velaris introduced automations and smart workflows that alerted the team when customers were ready for expansion based on key signals like product usage and engagement. These automations removed the need for manual tracking, ensuring that no opportunity for upsell was missed.
As Linnea said, “We’ve created some automations and triggers that help us work in the smartest way possible.”
These automations also helped streamline onboarding. Velaris Playbooks automated key steps, reducing the manual workload and ensuring customers received the right information and resources at the right time. This allowed the team to focus on high-impact areas, driving more value for the business.
Finally, although Insurely’s products were measured in different ways, Velaris helped them create a customized health tracking system that improved their ability to monitor customer success across product lines. Additionally, Velaris’ Dashboards provided real-time visibility into the customer journey, allowing Insurely to monitor progress and identify early health signals. This enhanced visibility enabled the team to proactively address potential issues before they escalated, improving customer satisfaction and helping the team drive expansions.
The Results
Implementing Velaris had a transformative impact on Insurely's operations, delivering a range of positive outcomes that significantly improved efficiency and set the company up for long-term success.
1. Increased team efficiency by 25% with automation
In the last year, 2000+ automations have been triggered to automatically send Slack messages and emails, trigger tasks/playbooks, and update data fields. Automation reduced the need for time-consuming manual updates and forecasting. Insurely’s team could now focus on strategic, high-value tasks instead of spending excessive time on administrative work. Automating tasks like contract ramp-ups post-deal closure made workflows smoother, allowing the team to work more efficiently.
2. Increase in expansion revenue
By leveraging Velaris's customer data and automations, the team was able to identify when customers were primed for expansion and take action quickly and early. This proactive approach allowed Insurely to capture upsell opportunities in a timely manner, driving consistent revenue growth and maximizing the value of its existing customer base.
3. Reduction in time-to-live by 32.5%
With over 150 Playbooks automatically applied to customers, Insurely was able to standardize and automate the onboarding process, ensuring that each client received the necessary resources and support without manual intervention. This automation not only streamlined the workflow but also reduced errors and delays, ultimately cutting the time to live from 40 weeks to 27 weeks.
4. Scalability for future growth
Implementing Velaris early in their growth journey gave Insurely a strong foundation to support their future expansion. The platform ensured that their operations could scale efficiently as they added more customers and expanded their offerings.
Velaris didn’t just solve Insurely’s immediate pain points—it empowered them to grow confidently, with a more streamlined and collaborative approach to customer success.
Why Velaris
From the start, Velaris demonstrated its ability to provide tailored solutions that addressed Insurely’s specific needs, helping them move away from inefficient manual processes and gain control over their customer success operations.
✅Platform flexibility
Insurely’s complex business model involved varied invoicing schedules, discount structures, and multiple product sets. Velaris adapted to these complexities with ease, providing the flexibility needed to tailor the platform to Insurely’s unique processes. Linnea highlighted this by stating, “Velaris just makes it work. They always find a way for us to get the outcomes we want.”
✅Superior automation and efficiency capabilities.
In terms of features, Velaris was capable of delivering automations that were critical to addressing Insurely’s operational pain points. Automating tasks like financial forecasting, onboarding, and customer tracking significantly improved the team’s efficiency and reduced manual work, allowing Insurely to focus on more strategic initiatives.
✅Strong understanding of business needs
Compared to competitors, Velaris had a superior understanding of Insurely’s business. While other vendors failed to grasp Insurely’s specific challenges, Velaris provided a solution that was flexible enough to meet their needs. This level of understanding and adaptability gave Insurely the confidence that Velaris could scale with them as their customer base continued to grow.
In the end, Velaris stood out as the clear choice. Its combination of flexibility, transparent pricing, automation, and a genuine understanding of Insurely’s challenges made it the perfect partner for their long-term success.
