About the Client
A market-leading US-based insurance technology company modernizing commercial insurance with a unified, AI-powered platform. The platform connects brokers, carriers, and distributors through a streamlined workflow, automatically extracting and enriching submission data. It makes commercial insurance faster and smarter, helping partners operate more efficiently and win more business.
Goals
As commercial insurers expand digital quoting capabilities, complex submissions that receive a DNQ (Does not qualify) outcome often transition into fragmented manual underwriting workflows, creating inefficiencies, limited visibility, and inconsistent user experiences that lead to lost revenue. The client sought to bridge this gap by creating a seamless DNQ-to-underwriting journey, standardizing workflow management, improving operational transparency, accelerating quote turnaround times, and establishing a scalable, CRM-centered operating model that connects digital quoting with manual underwriting through unified platform experience.
The goals were to:
- Deliver a seamless transition from digital quoting to manual underwriting workflows while enabling agents and brokers to continue applications directly within the Salesforce-native Terminal experience.
- Eliminate operational breakdowns that occur when submissions receive a DNQ outcome by creating a structured and guided workflow experience.
- Simplify complex underwriting workflows with guided actions, automated tasking, reusable templates, notifications, and structured work assignments.
- Reduce administrative burden and accelerate quote turnaround times through standardized, scalable operational processes.
- Give insurance providers greater flexibility to tailor workflows and business rules without heavy technical customization.
- Improve operational visibility through centralized reporting, activity tracking, and measurable insights into workflow performance.
- Extend the value of the platform’s AI-powered submission intake and data-enrichment capabilities by creating a structured path for complex submissions that require manual underwriting review.
- Create an intuitive, CRM-centered user experience that improves productivity, reduces friction, and keeps users within a unified workflow environment.
- Build a scalable foundation that packages 50%–60% of DNQ workflow capabilities into reusable product assets while reducing implementation and setup effort by approximately 40%–50%.
Ultimately, these goals were in service of the client’s broader vision to modernize commercial insurance operations through a scalable framework designed to manage complex risks.
Solution
To address the operational gap between digital quoting and manual underwriting, the client partnered with Bridgenext to define a focused MVP to transform how DNQ submissions are managed throughout the commercial insurance lifecycle.
Rather than treating DNQ outcomes as disconnected exceptions, the solution established a structured operational framework that complements the client’s AI-powered submission intake and data-enrichment capabilities. While AI helps automate data extraction, enrichment, and the initial quoting process, the Offline Flow MVP was designed to ensure that complex submissions requiring human underwriting review could move seamlessly into structured workflows without losing context, visibility, or momentum.
Working closely with Bridgenext, the client prioritized the highest-value capabilities needed to improve workflow continuity, operational visibility, and scalability while establishing a foundation for future productization.
Seamless DNQ-to-Underwriting Transition
The Offline Quote experience automatically initiates when a digital quote results in a DNQ outcome, creating a structured handoff from digital quoting to manual underwriting. This enables users to continue the submission journey without disruption while preserving workflow continuity and submission context.
Guided Underwriting Workflows Within Salesforce
To simplify complex commercial underwriting scenarios, the client introduced platform-native CRM flows that guide users through step-by-step actions, including punch-list-style tasks tailored to specific commercial insurance use cases, risk profiles, and industry classifications. This approach improves consistency while reducing uncertainty throughout the underwriting process.
Standardized Communications and Workflow Automation
The MVP incorporated reusable email templates, automated notifications, and task creation to streamline common interactions, improve follow-through, and accelerate workflow progression. These capabilities helped establish a more repeatable and scalable operating model for managing DNQ submissions.
Structured Queue Management and Work Assignment
To improve oversight of manual underwriting activities, the client introduced a queue-based review and assignment model for DNQ submissions. This replaced a largely first-in, first-out approach with a more structured workflow that improves prioritization, accountability, and workload distribution across underwriting teams.
CRM-Centered Document Experience
The client prioritized keeping users within the Salesforce environment while interacting with forms and supporting documents. Rather than duplicating files within the CRM, the solution enabled users to securely access and update externally stored documents through an embedded platform experience directly inside Salesforce.
This approach also enables underwriting teams to leverage AI-enriched submission data alongside supporting documentation within a unified workflow, reducing context switching and improving decision-making efficiency.
Reporting and Operational Visibility
Recognizing visibility as a critical component of successful underwriting operations, the client identified 10 priority reports focused on user activity, workflow performance, submission progression, and quoting outcomes. These insights support adoption tracking, operational transparency, and continuous process optimization.
These insights support adoption tracking, operational transparency, continuous process optimization, and greater visibility into how AI-assisted submission workflows transition into manual underwriting activities.
Focused MVP Boundaries for Scalability
To maintain speed and focus, the client intentionally excluded capabilities such as email scanning, attachment extraction, and automated ingestion of inbound email data into CRM records from the initial MVP scope. Existing submission intake capabilities were leveraged for document handling, while the CRM served as the centralized system of visibility and workflow management.
Through this approach, the client established a scalable and operationally efficient framework for managing the transition from digital quoting to manual underwriting – one that balances standardization, flexibility, and user experience while advancing its broader strategy to modernize commercial insurance operations.
Results
By partnering with Bridgenext, the client transformed a fragmented DNQ-handling process into a more structured and scalable operational framework aligned with its long-term growth strategy.
The engagement helped the client define how complex commercial submissions could move seamlessly from digital quoting into manual underwriting through standardized workflows, automation, and improved operational visibility.
Key business outcomes included:
- Established alignment around the highest-value capabilities needed to operationalize the DNQ-to-underwriting workflow.
- Created a clearer roadmap for modernizing how complex commercial submissions are managed beyond digital quoting.
- Defined a structured approach for balancing reusable product functionality with customer-specific customization requirements.
- Validated the business value of a queue-based review and assignment model to improve underwriting oversight, prioritization, and workflow accountability.
- Identified clear next steps for advancing the MVP, including priority underwriting use cases, reusable communication templates, and 10 high-impact operational reports.
- Advanced a declarative-first architecture strategy designed to simplify administration, reduce implementation complexity, and support broader reuse across carriers and brokers.
- Enabled a CRM-centered operating model that allows users to manage workflows, tasks, forms, and document interactions through a connected platform experience.
- Established a scalable foundation for handling submissions that fall outside automated underwriting appetite without sacrificing visibility, consistency, or user experience.
- Strengthened the operational connection between AI-powered submission intake and manual underwriting workflows, ensuring complex risks could be managed without disrupting workflow continuity.
Overall, the engagement helped the client move from early-stage discovery to an execution-ready framework for modernizing the DNQ-to-quote experience and creating a more efficient bridge between AI-powered digital quoting and manual commercial underwriting. By enabling complex submissions to transition seamlessly from automated intake to structured human review, the client is better positioned to improve conversion rates, operational efficiency, and customer satisfaction.
