Controlled, data-driven process improvement
Workflow Optimization is Insightful's process intelligence product for claims and back-office operations, now in Beta for select customers. See how your claims actually get processed and know where AI adds value before you automate
At a glance
Status | Beta |
Released | July 2026 (Beta, open to select customers) |
Available on | The Workflow Optimization plan, the Combo Plan, and Enterprise. During the Beta, access is granted to select customers; speak to our team about joining the Workflow Optimization Beta. |
Who it's for | COOs, VPs and Directors of Claims Operations, and IT and Operations leaders at insurance carriers, third-party administrators (TPAs), and back-office operations teams, especially those running Salesforce Service Cloud |
Where to find it | The Workflow Optimization section of the Insightful dashboard, once enabled for your organization |
Access | By Beta application. Contact your Insightful account manager or our sales team to join. |
Summary
Workflow Optimization shows you how work actually moves through your back-office processes, step by step, so you can prove compliance and target AI automation with confidence. It is now available in Beta to select customers.
What is Workflow Optimization?
Workflow Optimization is Insightful's process intelligence product. It maps how work, such as an insurance claim, actually gets processed across your systems and teams: the steps involved, the paths work takes, where time is spent, and where work stalls. For teams running Salesforce Service Cloud, it connects directly to your case data so you can see how cases really move through different teams and systems. This is the most accurate picture of your processes you can get – not just how a process diagram says they should work, but real data on how work flows.
Why it matters
Back-office leaders are under pressure to automate, but automating a process you cannot see is a gamble. Workflow Optimization gives you the evidence first: which steps take the longest, where work is duplicated or rerouted, and which parts of the process are safe and valuable to automate. It also gives you the documentation to prove how work was handled, which matters for compliance in regulated industries like insurance, healthcare and financial services.
Who is it for?
Chief Operating Officers who need bottom-line visibility into how core processes run and where efficiency gains are hiding.
VPs and Directors of Claims Operations at property and casualty carriers and TPAs who need to see how claims move through Salesforce Service Cloud and where they stall.
IT and Operations leaders tasked with choosing where AI and automation should be applied next, and proving the value of those investments.
What you can do with it
See your workflows end to end in a portfolio view, with the typical paths work takes displayed clearly on screen.
Understand each step of a process through session timelines that show how work sessions actually unfold.
Connect Salesforce Service Cloud so claims and case data flow in, with filters like Case Type, Product, Sub-Product, and Record Type that update automatically as new data arrives.
Identify the steps where AI adds value before you invest in automating them.
Build a documented, evidence-based picture of how work is processed for compliance and audit conversations.
How to access it
Contact your Insightful account manager or our sales team about joining the Workflow Optimization Beta, or apply through the Workflow Optimization page on our website.
Once your organization is accepted, our team works with you to connect your data sources, such as Salesforce Service Cloud, and configure your first workflows.
Open the Workflow Optimization section of the Insightful dashboard to explore your workflow portfolio, typical flows, and session timelines.
What "Beta" means for this release
Workflow Optimization is in Beta: the product is live and delivering value, and we are still refining it with early customers. During the Beta, access is granted to select customers rather than being open to everyone, and our team partners with each customer on setup. Capabilities will continue to expand, and your feedback shapes what we refine next. See known limitations below.
Known limitations
Beta access is limited to select customers; speak to our team about joining.
Salesforce Service Cloud is the primary supported integration during the Beta; additional integrations are planned.
Session activity data is retained for 3 months; activities older than that are not shown on session pages.
Frequently asked questions
Is Workflow Optimization available on my plan?
Workflow Optimization is available as its own plan, as part of the Combo Plan (together with Workforce Analytics), and on Enterprise. During the Beta, access is granted to select customers, so speak to our team about joining even if you are on one of these plans.
Who can see or use Workflow Optimization?
Organizations accepted into the Beta. Within your organization, admins configure workflows and data sources, and dashboard users you authorize can explore workflow and session views.
Does Workflow Optimization change any existing behavior?
No. It is a separate product area in the dashboard. Your existing Insightful products, reports, and settings are unchanged.
How do I turn it on or off?
Access is enabled per organization as part of the Beta. To join or leave the Beta, contact your Insightful account manager or our team.
Do I need Salesforce Service Cloud to use it?
Salesforce Service Cloud is the primary integration during the Beta and is where the product is deepest today, especially for back office processing such as insurance claims. If you run your back office processes on other systems, talk to our team about your use case.