Case study / Innovating Insurance Services
Client records, follow-ups, and group benefits. Built into one system.
We built a custom operations platform for a five-person insurance agency, connecting client work, conversations, tasks, and employee coverage in one workspace.
- Client
- Innovating Insurance Services
- Industry
- Insurance
- Team
- 5 people
- Work
- Custom CRM and group-benefits workflows
An ongoing implementation, built and refined with the agency’s team.
The starting point
The team had clients to help. The admin kept getting in the way.
Client calls competed with time spent speaking to carriers. Missed calls could sit without a callback. Following up meant finding the right history, checking who owned the work, and remembering what needed to happen next.
Group insurance added a different kind of manual work: keeping employee and dependent coverage organized, checking rates, and calculating how much the employer and each employee should pay.
The agency needed a system that kept those details attached to the work, so staff could pick up a case without piecing it together again.
What we built
The client record became the starting point for the work.
We built linked prospect and case records with searchable contact details, broker ownership, conversations, and tasks. Staff can open a record, see the work attached to it, and continue from there.
Example client record
Assigned broker
Conversation history
Client asked about a coverage change.
Linked task
Review coverage request
Due date
Follow-ups attached to the right client.
Tasks can be created from a client record with a due date, tracked in the main task list, and marked complete. The task stays connected to the case instead of becoming a separate note someone has to find.
Conversations alongside the work.
The workspace brings the email inbox and client conversation history into the CRM. Staff can move from a conversation to the associated record, with the client’s tasks and details close at hand.
Group benefits
Employee benefits needed more than a contact list.
We built a group workspace for employee rosters, dependents, coverage selections, plan information, and supporting documents. We also built calculation tools for the employer’s contribution and the employee’s share.
The details mattered. A contribution based on a chosen base plan is different from a percentage of the employee’s selected plan. Monthly premiums and payroll deductions need to remain distinct. Different carriers can require different coverage rules.
We reviewed these details with the team, tested examples against their rate sheets, and refined the fields and calculations around the actual process.
In the group workspace
- People and dependents
- Plans and rates
- Employer and employee shares
- Documents and renewal details
How we worked
Built with the people doing the work.
We worked directly with the agency’s staff, walked through client and group-insurance workflows, and used their feedback to shape the system. We tested the core record, inbox, and task flows and corrected issues as the team reviewed them.
That process continues as the agency works through carrier-specific rules and additional workflows.
The practical change
A connected place to keep the work moving.
- Client work
- Prospects and cases are linked to their details, conversations, and tasks.
- Follow-up
- Due dates and completion status stay with the task and the client record.
- Group administration
- Employee coverage, plan information, documents, and calculation tools sit within the group workspace.
This case study covers the system built and the workflows reviewed with the team. Measured time savings and financial results are not yet available.
Your team should have a system built around its work.
Tell us where client work gets stuck. We’ll review your tools and daily process, explain what we would build, and manage the system with you as the business changes.