Understanding the challenge
A multi-branch insurance brokerage was leaving revenue on the table at renewal despite a loyal book of business. Policy and client data was fragmented across branches and legacy systems, so no one had a single view of the pipeline, and renewals and cross-sell were handled through manual, inconsistent follow-up, leading to avoidable churn and missed opportunities.
Their marketing was generic and disconnected from the sales floor, and leadership had no real-time read on retention, loss ratios, or producer performance to steer the business.
Our approach
We led with Revenue Operations, unifying the brokerage on Dynamics 365, and layered on automation, reporting, and a focused demand program to turn a fragmented book into a predictable growth engine.
Key elements of our solution included:
• A full Dynamics 365 implementation unifying commercial, personal, and group books into one view across every branch.
• Automated renewal and cross-sell journeys triggered by policy lifecycle stages, replacing manual follow-up.
• Generative BI dashboards giving leadership real-time retention, loss-ratio, and producer-performance reporting.
• A focused Paid Media and SEO program feeding the funnel with high-intent commercial quote requests.
Technical innovation
We built an AI automation layer that scored every policy for renewal risk using more than 40 signals (claims history, engagement, payment behavior, and coverage gaps) and auto-drafted personalized outreach for producers to review and send. At-risk renewals surfaced weeks earlier, turning a reactive process into a proactive one.
Outcome
Renewal-linked revenue grew 29% within 12 months, policy churn fell measurably, and quote turnaround shortened as producers worked from a single, automated system. Leadership gained a real-time view of retention and performance for the first time.
