Customers success story
Optimizing Workflow Automation for Blue Marsh Insurance
Blue Marsh Insurance (BMI) is a full-service insurance agency focused on providing tailored insurance solutions. As part of their operational enhancement, they sought to improve efficiency in pipeline management, email notifications, and automation workflows through InsuredMine and Hawksoft AMS.
Challenges
Blue Marsh Insurance faced several operational challenges:
- Inefficiencies in Deal Card Management – Issues with incorrect deal stage assignments and missing title mappings.
- Email Notification Errors – Duplicate and misrouted email notifications affecting internal and external communications.
- Pipeline Automation Bottlenecks – Incorrect or non-functional automation for CL Renewal, Medicare, and Commercial Pipelines.
- Data Management Concerns – Duplicate contacts, incorrect CSR assignments, and unclear reporting structures.
Client Engagement & Training Needs – A need for better understanding of automation analytics and workflow configurations.
The improvements in our pipeline automation and email notifications have made a significant impact on our efficiency. The streamlined workflows allow us to focus more on serving our clients rather than managing operational issues.
Allison McCleary, Blue Marsh Insurance
Solutions Implemented
Implementing InsuredMine: Symbiosis in Action
Workflow & Deal Card Enhancements
Verified and resolved email notification issues to ensure proper tracking in Deal Cards.
Updated Deal Card titles to include last names for easier identification.
Created automation to accurately assign deals based on form submissions.
Beyond Operational Efficiency: Service Excellence
Automation features minimized repetitive tasks and empowered agents to focus on what Kastl Insurance values most: customer service. The freed-up time enabled the agency to perfect their client interactions, build deeper relationships, and explore new marketing strategies.
A Paradigm Shift in Decision-Making
The comprehensive analytics provided by InsuredMine changed the game. Now, Kastl Insurance could make strategic decisions backed by real data, identifying opportunities for cross-selling and up-selling without compromising their customer-first agenda.
Solutions Implemented
- Verified and resolved email notification issues to ensure proper tracking in Deal Cards.
- Updated Deal Card titles to include last names for easier identification.
- Created automation to accurately assign deals based on form submissions.
- Configured and fine-tuned automation for:
- CL Renewal Pipelines
- Medicare Pipeline
- Employee Benefit Pipeline
- Commercial Pipeline
- PL Renewal Pipeline
- Adjusted marketing automation to send emails from the correct Deal Card owner.
- Implemented label automation for better deal assignment and workflow tracking.
- Investigated and resolved duplicate email notifications.
- Tested and clarified notification assignment conditions for agents.
- Provided documentation and training on email automation settings.
- Identified and removed duplicate contacts in Hawksoft AMS.
- Implemented new reporting structures for accurate CSR assignments.
- Created active client lists for improved lead segmentation:
- Health-only clients
- Monoline clients
- Clients with no home and no auto policies
- Unsold deals due to price last year
- Delivered guidance on pipeline analytics and workflow automation.
- Created Loom video tutorials on report generation and list pulling.
- Conducted meetings and training sessions to discuss process improvements and upcoming releases.
Results & Impact
Increased Efficiency
Reduced manual errors in Deal Card management by over 60%.
Improved automation accuracy for deal assignment and pipeline movement.
Streamlined pipeline operations, enhancing tracking and reporting.
Improved Communication & Notifications
Resolved long-standing email notification issues, leading to better internal coordination.
Ensured agents received timely and accurate deal updates.
Enhanced Client Data Utilization
Created targeted marketing and lead generation lists.
Enabled more precise client segmentation for engagement campaigns.
Better Client & Internal Team Coordination
Strengthened alignment between agents and automation workflows.
Facilitated smoother client interactions through improved data organization and automation.
Future Recommendations
Continue refining automation workflows to adapt to changing business needs.
Implement additional data validation measures to prevent duplication issues.
Regular training sessions to ensure teams are aligned with automation updates.
Conclusion
The Perfect Blend of Technology and Humanity
By addressing workflow inefficiencies, refining automation, and optimizing data handling, Blue Marsh Insurance significantly enhanced its operational efficiency. The project not only improved internal processes but also streamlined client engagement, making it a valuable case study in effective InsuredMine and Hawksoft AMS integration.
