A case study in strengthening renewal management and reducing operational friction with a modern agency management system.
Key Metrics:
This independent P&C agency operates primarily in personal lines with a growing small commercial book.
The agency works across:
Over several years policy volume increased steadily while staffing remained relatively stable. Growth began exposing workflow inefficiencies particularly during renewal periods.
Renewal dates were stored in the existing agency management system but visibility required manual reports and weekly review cycles. Producers and service staff lacked real time clarity on renewal ownership and priority.
The team maintained separate spreadsheets to track renewal status and follow ups. These spreadsheets required manual updates and periodic reconciliation.
Commercial accounts placed through wholesalers and MGAs required additional coordination and cross checking between portals and internal records.
Routine servicing tasks required navigating multiple screens. As renewal volume increased the number of steps required for each task compounded operational strain.
Leadership identified renewal visibility as the most pressing operational issue. They recognized that their agency management system was functioning primarily as a record repository rather than as the place where daily work happened.
They began exploring what defines a modern agency management system.
Key triggers included:
The agency focused on workflow testing rather than feature lists.
They:
Their primary evaluation criteria was renewal visibility and lifecycle clarity.
The transition was completed in six weeks.
Core client and policy data were validated and migrated in structured phases.
Producers and service staff were onboarded through live workflow sessions focusing on renewal tracking and daily servicing.
Spreadsheet based renewal tracking was eliminated during implementation. The agency shifted from periodic report review to continuous renewal visibility inside the system.
Renewals became continuously visible with clear ownership and prioritization. Producers could view upcoming renewals without separate tracking tools.
Renewal spreadsheets were fully retired. All lifecycle tracking occurred inside the agency management system.
Policies from carriers wholesalers and MGAs lived together in one consistent workflow structure.
Routine servicing tasks required fewer navigation steps. Context remained attached to policies and clients.
Operational friction decreased without adding staff.
If your independent P&C agency relies on spreadsheets for renewal tracking or struggles with multi market coordination evaluate how a modern agency management system supports full lifecycle clarity.
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