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PwC and Salesforce’s powerful AI-driven technology helps brokerages streamline operations and accelerate growth while delivering differentiated experiences to clients, managing risk and enabling compliance.

Modernizing the broker ecosystem with AI

Modernizing the broker ecosystem with AI

Designing the Workforce of the Future

We help organizations find new workflow strategies that go beyond traditional AI applications by deploying autonomous agents that augment the capabilities of human teams, enhance decision-making and drive innovation.

“I want to use our data to understand our clients better and place risks as efficiently as possible.”

Senior aviation broker,Global insurance firm

Reduce complexity and solve pain points

Many retail brokerages operate with disjointed legacy systems and inconsistent processes across branches, resulting in manual workflows, increased compliance risk and lost productivity. For example:

  • Inflexible legacy systems restrict workflow automation, leading to operational bottlenecks and sluggish response to market changes
  • Operational complexity and discordant branch operations inhibit growth and result in suboptimal client experiences
  • Manual extraction and input of benefits/coverage and rates cause delays and inaccuracies in quote delivery
  • Scattered, inconsistent data hinders analytics and automation for renewals and commission reconciliation
  • Time-consuming tasks like double data entry divert account managers from growth-focused activities like client development

Our Financial Services Cloud (FSC) brokerage solution marries Agentforce, Salesforce’s digital labor platform, with PwC’s Agency of the Future strategic framework to create a scalable platform designed to reduce complexity and solve pain points unique to brokerages. FSC enables brokerages to unify customer data, standardize workflows, align cross-branch operations and generate AI-driven insights.

Our solution helps brokers of all sizes — from small operators to mid-market and large-scale enterprises — develop deeper client relationships by unifying customer experiences across channels, geographies and lines of business, increasing employee productivity, accelerating time to value and deepening customer trust with every interaction.

Building the Agency of the Future

Our Agency of the Future framework, enabled by Salesforce’s powerful digital platform, streamlines operations and drives growth through modernized workflows, industry-leading GenAI capabilities and actionable data-driven reporting. The integrated system includes a unified business and client view and dashboard, which helps brokers spend less time onboarding, close deals and renewals faster, and lower compliance costs. The result is more informed decision-making and increased broker productivity.

Consolidating AMS platforms into one intelligent system

Our solution includes AMS data migration that accelerates data migrations with transformation framework for legacy AMS systems, a data-profiling tool for quality assessments, a well-defined migration strategy and streamlined data loading.

By consolidating multiple AMS platforms into one intelligent Salesforce-based system, we help brokerages operate more efficiently and serve clients better.

AI-led solution helps brokers build client loyalty, grow business

With the evolution of our Agentforce-driven Broker Accelerator, brokers can enhance client relationships, simplify administrative tasks, speed up carrier selection and boost knowledge sharing.

Among the core use cases that demonstrate the advantages of Agentforce in commercial and specialty insurance are quote-to-bind automation, client engagement and scalable workflows.

Customer 360 provides a complete view of the customer, policy, claims, and upcoming payment information from Salesforce FSC and quickly creates quotes and generates insurance documents with a single click.

Real-time quote-to-bind automation enables agents to quote and bind directly through the wholesaler’s digital portal. Integration with comparative raters ensures faster and more accurate pricing.

Built on the Salesforce Platform specifically for the insurance industry, FSC helps producers and account managers deepen their client relationships by expediting processes, such as plan-year renewals, while identifying potential retention risks and coverage gaps. The client engagement solution uses Data Cloud to create a complete client profile that unifies all relevant structured and unstructured data — including policy details, claims history and real-time client interactions — on a single platform.

With Agentforce, you can simplify complex processes and eliminate low-value admin tasks. Brokers can renew policies, create applications and update risk details via AI-driven workflows. In addition, our upgraded Broker Accelerator features several agentic AI use cases applicable across the full broking life cycle.

Because retail brokers typically depend on the wholesaler’s processes, having a partner that is highly responsive is a key differentiator to address buyers’ needs. This responsiveness can be delivered through strong underwriting relationships, underlying technologies that streamline and automate processes, clearly defined workflows and transparency of progress throughout the insurance life cycle.

See it in action: How a leading aviation broker is unlocking value with Agentforce

A senior aviation broker managing a large book of business wanted to free up time for high-value work — winning new deals and deepening client relationships. They needed a solution that could streamline manual workflows, surface insights on prospects and carriers, and help enable compliance with carrier data reporting (CDR) and regulatory standards.

Here’s how PwC and Salesforce helped bring that vision to life with intelligent agents powered by Agentforce:

PwC and Salesforce’s AI-driven brokerage solutions can help your organization streamline operations, forge deeper relationships with clients and unlock growth. Contact us to learn more.

The Client Relationship Agent surfaced recent internal activity tied to a prospect — including a colleague placing employer’s liability insurance with the company’s U.S. division. The agent provided internal contacts and a summary of recent engagement.

Using the Admin Agent, the broker quickly assigned the opportunity and account teams, triggered onboarding workflows, and followed up the next day for status updates.

The Cross Sell/Upsell Agent analyzed similar aviation clients and recommended relevant coverages. The broker used these insights to expand the client’s coverage and grow the account.

With Carrier Insights Agent, they strategically selected carriers based on recent activity and gaps — approaching markets with fresh eyes while ensuring competitiveness.

While negotiating with the underwriter, they accessed last year’s slip instantly using the Document Admin Agent.

Post-placement, they used the Admin Agent to assign workflows to the billing and processing teams and monitored progress without disruption.

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Contact us

Ruchin Agarwal

Principal, PwC US

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Melanie Henderson

Insurance and Brokerage Consulting Principal, PwC US

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Heather Peacock

Managing Director, PwC US

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