Customer #1 · Chicago, IL How Goodwill Financial got about 550 hours back last quarter.
About 1,200 calls answered, and about 550 hours returned to the whole team in one quarter, across calls, emails, certificates and AMS updates. The agency owner stopped working Saturdays. Here's how it happened.
The hours are the whole team's, in one quarter, across calls, emails, certificates and AMS updates.
Independent. Family-owned. Chicago.
Goodwill Financial is an independent insurance agency in Chicago, run by Vytas Skapcevicius. They sell across personal and commercial lines, with a multilingual customer base.
The agency was growing. The team wasn't growing with it. Vytas was answering calls late at night and on weekends. New-customer experience was inconsistent, and existing customers were getting voicemail.
Too many calls. Too few hours.
The numbers Vytas walked Georgijus through weren't unusual for an independent agency. They were just unsustainable.
- A meaningful share of calls were going to voicemail during peak hours.
- Spanish-speaking customers had no consistent way to be served live.
- Producers spent the first hour of every morning on call notes from the day before.
- After-hours calls were lost completely.
The choice Vytas was facing was a familiar one for independent agency owners: hire three more CSRs he couldn't easily find or afford, or accept the slow leak of customers he never even knew were trying to reach him.
The routine work, handled around the clock.
We listed every type of call Goodwill was missing or struggling with. Then we built the software to handle each of them, in every language the agency's customers spoke, around the clock.
We loaded Goodwill's greeting, SOPs and knowledge base. It connected to their phone system, their email, and their AMS. For two weeks it ran alongside the team's existing lines while they checked its answers, then went fully live.
Now every call is answered live, in the customer's language, with the customer matched to their AMS record before the conversation finishes. Producers walk in to a clean inbox and a list of structured call notes already written.
Goodwill stopped losing customers it didn't know were trying to reach it. Producers got Mondays back. Spanish-speaking customers got the same service everyone else did. Vytas got his weekends back.
“My agents were spending hours every day on calls that didn’t need them. ‘What’s my deductible,’ ‘send me a COI,’ billing questions. InsuraMate handles all of it now. They got their afternoons back.”
Want your own numbers?
Goodwill's quarter is Goodwill's. Book a 30-minute call with Aiste, our CRO: we'll talk through where your calls go and what takes your team's time, no call counts needed, and send a written quote the same day.