Strength at the Core: Why Guidewire Needs a Customer Engagement Layer

For many insurance carriers, Guidewire serves as the backbone of internal operations. Its flagship modules, PolicyCenter, BillingCenter, and ClaimCenter, support the core processes that keep the business functioning: managing policies, issuing bills, and processing claims. These systems are indispensable for ensuring regulatory compliance, minimizing manual errors, and maintaining operational continuity.

But Guidewire was built for operational strength, not for customer connections. It’s exceptional at managing policies, billing, and claims. That’s its job. And it does it well.

But when it comes to things like personalized communication, real-time engagement, or tracking a customer’s journey across channels, Guidewire was never designed to lead that part of the experience. Digital modernization starts by strengthening, not replacing, the core.

Here’s where Guidewire and Salesforce come together.

The Strategic Value Behind Salesforce for Insurers

Guidewire provides the critical foundation for insurance operations. When Salesforce gets layered in, it acts as a powerful extension, amplifying what Guidewire does best while filling key engagement gaps.

By integrating Salesforce with Guidewire, insurers gain a unified ecosystem that connects internal operations to external experience. The result is improved responsiveness, more precise insights, and better business outcomes across the board. 

With the advent of Agentforce, insurers can now automate high-volume, routine tasks, allowing human specialists to focus on more complex, value-driven work. When powered by clean, accurate data, Agentforce becomes a true digital ally: answering nuanced service questions, triggering workflows, escalating critical cases, and maintaining seamless internal coordination.

It keeps the customer experience moving without ever sacrificing accuracy, compliance, or trust.

Turning Unstructured Documents Into Actionable Insights with Tungsten Automation

Tungsten Automation plays a critical role in completing the modern insurance tech stack by bridging the gap between unstructured documents and intelligent operations.

It addresses one of the most persistent and expensive operational challenges in insurance by transforming unstructured content—handwritten forms, scanned PDFs, third-party attachments—into structured, validated, high-quality data. This enriched data not only strengthens core systems like Guidewire but also enhances Salesforce workflows by ensuring customer and claims information is accurate, actionable, and ready for intelligent engagement.

That data then flows directly into Salesforce and Guidewire, ready to inform underwriting, claims, service, and fraud detection from the outset.

This level of precision isn’t optional. Insurance fraud siphons an estimated 5% of total revenue annually, with the average case costing over $1.78 million. When the integrity of your decisions depends on the quality of your input, there’s no room for guesswork. Tungsten tightens processes and equips insurers to move faster, with greater clarity and lower risk.

But why does all of this matter?

The Smart Way Forward: Why Integration Matters

Building a connected tech stack is about resilience and readiness, not reacting to fleeting shifts. For insurers, the benefits are clear: rather than enduring the cost, risk, and disruption of a full system replacement, digital modernization layers new intelligence onto proven core systems. It preserves the stability of your core system while unlocking new agility with Salesforce.

At the center of this strategy is data—data that is clean, structured, and immediately actionable.

That’s why integrating Tungsten Automation, Guidewire, and Salesforce matters. Together, they address one of the insurance industry’s most persistent challenges: turning complex, unstructured documents into high-quality, trusted data that powers intelligent decision-making across underwriting, claims, and service.

This translates into AI capabilities that support your teams and offload labor-intensive tasks.

The future of insurance won’t be built on siloed systems and manual workarounds.

See how forward-thinking insurers are using Tungsten Automation, Guidewire, and Salesforce to build a tech foundation that’s faster, smarter, and ready for whatever comes next.

Hear real-world examples of how insurers are using intelligent automation to strengthen operations, enhance decision-making, and prepare for what’s next.