The Challenge
Transforming the sales process into a better customer experience.
The challenge wasn’t simply how to make selling easier. It was how to better support customers throughout the sales lifecycle.
The sales experience was fragmented and inefficient. Content was difficult to find and manage, collaboration was limited, and creating highly customized, compliant communications took time. Meanwhile, competitors were showing up with more modern, technology-forward experiences.
EB360 began as a solution to create a smarter, more connected way to sell. One that could streamline and standardize the process without sacrificing personalization, while providing greater visibility into prospect engagement to drive more timely, relevant follow-up and stronger customer conversations.
The Insight
Solve the sales challenge in a way that could grow beyond sales.
EB360 started with a specific need: help The Hartford create a better finalist experience. But the underlying opportunity was broader.
If teams could bring the right content, tools, and customer context together in one simple experience, the same approach could support more than a single sales presentation. It could create greater consistency as customers moved from sales into implementation, service, stewardship, and renewal.
Start with the sales experience. Build a foundation for the relationship.
The Work
Designing for reuse, personalization, and scale
Primacy defined, designed, built, and hosts EB360 as a secure cloud platform on AWS. Five things make it work.
A flexible, modular content platform
Reusable modules let teams assemble a tailored experience quickly. Messaging, design, compliance, and brand stay governed.
Personalized experiences across key relationship moments
Content adapts by audience, industry, case size, product, and relationship stage. A finalist meeting and a stewardship review each feel built for that customer.
Shareable and insight-driven engagement
Teams share experiences digitally, with analytics built in. They see who opened what and when, then follow up with context.
An architecture designed for scale
EB360 started at the finalist moment. It now supports implementation, stewardship, renewal, relationship management, and internal enablement.
Adoption enabled through intuitive UX
The experience is simple and guided by design. Training, governance, and repeatable workflows did the rest.
The Future of EB360
From sales enablement tool to enterprise infrastructure.
The original challenge was bigger than making selling easier. It was about creating a better way to support customers throughout their lifecycle. That same ambition is now driving what comes next.
EB360 continues to evolve alongside the business, growing from a successful sales enablement platform into a scalable model with potential across the enterprise. Its proven success is already generating interest from new lines of business, creating an opportunity to extend the platform, its capabilities and its impact across The Hartford.
The Impact
Built to scale. Proven in the field.
EB360 moved The Hartford from one-off presentation development to a scalable customer experience model. Adoption followed usability.
+40%
Sales close ratio EB360 cited as a top-three contributor
80%+
adoption across the sales team with access to the tool
100%
of surveyed sales users called EB360 easy or very easy to use