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An insurance agency network stopped agents from working the same quote request twice by matching duplicates on the named insured.
A network of independent insurance agencies received quote requests through an automated email process. Each submission generated a Salesforce case, and a single request often produced several.
Agents had no reliable way to tell whether a request was already in progress, so they searched manually before starting work. The identifier that actually mattered to them, the named insured, was not something case matching accounted for.
Case Merge Premium detects duplicates using criteria the team selects, so cases matching on the named insured surface automatically instead of through manual search.
Matched cases merge into a single record that keeps the full history from each.
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