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Finance & Insurance

Insurance & Pension Agency

Insurance & Pensions (pension funds, advanced study funds, provident funds, investments)

A small operations team at a pension agency was drowning in 100 emails a day of manual filing — so we built it an automation engine that files on its own against the core pension system, catches departing clients in real time, and runs the field agents through WhatsApp.

Core pension system (dedicated CRM)
WhatsApp Business API
Meta Business Manager
Email
n8n
AI API
Challenge

The Challenge

A small operations team at the agency (the agency manager, operations staff and additional agents) was buckling under a daily manual workload: around 100 emails a day from the investment houses that had to be filed by hand, one by one, into the client files in the core pension system, plus around 20 emails every morning about clients requesting to leave — with no orderly mechanism to spot and handle them immediately, so departures were sometimes discovered too late. There was no digital checklist for onboarding a new client, tasks slipped through the cracks because there was no automatic tracking, the field agents worked disconnected from the system, and the agency manager had no managerial view of open tasks. Even birthday greetings and retirement-age alerts — a real retention opportunity — simply went unmanaged. High urgency, because every passing day meant another 100 manual touches and another client who could slip out the door without anyone noticing.

Solution

The Solution

We built a complete operational automation engine around the agency's core pension system, connecting email, business WhatsApp and AI content recognition into one process. Emails and documents are identified and filed in the correct customer record, retention and retirement events create agent alerts, and onboarding and follow-up are managed in a dashboard. A later expansion added a secure WhatsApp action channel for agents: customer lookup, ID-card and appendix merging, OCR field extraction, filing in the core system, retirement reminders and a selected-customer satisfaction campaign.

Our Approach

Automatic filing of investment-house emails into the client files in the core pension system — identifying the email type (enrollment/withdrawal/employer update/rejection), matching by name or ID number, deleting after successful filing, and alerting the agent in edge cases instead of guessing
Identifying clients requesting to leave from within investment-house emails — opening the PDF, extracting the client's details, matching to the file, an immediate alert to the handling agent and reaching out to the client on WhatsApp that same morning
A business WhatsApp channel (WhatsApp Business API) for the field agents, connected directly to the core pension system — requesting and receiving documents, automatic filing in the file, and management-fee discount requests with full documentation
Personalized birthday greetings on WhatsApp (based on core-system data and portfolio size) + filtering out anyone who is not an active client + a daily summary report, and automatic alerts to the agency manager two months before retirement age (67/64)
An end-to-end new-client onboarding process — a document checklist on WhatsApp with automatic reminders, a welcome greeting, an employer-update alert and a follow-up check after 3 months
A task-tracking and loop-closing layer with a managerial dashboard per agent, alerts on tasks not handled in time, and verification of fund transfers in the pension clearing system one month after enrollment (subject to API connection)
A permission-controlled WhatsApp action menu for agents, with a full audit trail for every operation
ID-card and appendix merging, OCR for key fields and automatic filing in the customer record
Agent retirement reminders and a periodic satisfaction campaign that routes responses to the office

Technologies Used

Core pension system (dedicated CRM)WhatsApp Business APIMeta Business ManagerEmailn8nAI APIPension clearing systemDashboard

The service behind this project

Smart CRM Implementation
Results

The Results

The manual work around emails, filing and client management in the core system was converted to automation: investment-house emails are filed automatically instead of one by one by hand, clients requesting to leave are identified and handled immediately — reaching out to the agent and the client that very same morning instead of being discovered too late, the field agents work through WhatsApp without touching a computer, and the agency manager has a dashboard that shows at any moment what is open and what has slipped. In parallel, a proactive retention mechanism came online — birthday greetings and retirement-age alerts — which previously simply did not happen. The value is measured in process quality: far fewer manual touches, fewer tasks falling through the cracks, and fast identification of churn events before the client is already out. (No quantitative cost-savings metrics were defined in the project data.)
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