CUSTOMER CASE STUDY ON
Health insurance provider Simplyhealth uses Salesforce’ s Agentforce platform to rethink healthcare access for millions in the UK. Chief Customer Officer Claudia Nicholls sees it as key to delivering fast, personalised support at scale – all without losing human warmth.
“ Everything starts with our purpose,” she tells Technology Magazine at the Agentforce World Tour in London. Simplyhealth exists to improve access to healthcare for everyone, serving around two-and-a-half million customers. For Simplyhealth, growth had long meant rising costs – but now, Agentforce breaks that cycle by automating routine tasks.
For Claudia, it was all about asking the right questions:“ What can we change to make that faster? Simpler? More intuitive?” By deploying Agentforce, Simplyhealth now speeds claims, unifies member data for agents and frees them for complex cases. The technology acts as a digital team member.
“ Our customer service teams are amazing – they’ re our inspiration,” she says.“ What we’ re doing with Agentforce is harnessing their empathy and warmth and building that into our technology. It’ s like having a team member who does the tasks you don’ t want to do. Composing an email might now take one minute rather than 12.
32
March 2026