Case Study

Driving Growth with Next Best Action and AI-Driven Agency Insights

A mid-sized carrier working with 2,500 independent agencies had no centralized view of agent performance and was losing ground on cross-sell and retention. We built an integrated AI ecosystem that changed how the carrier engages its agencies.

62.5%

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Client

A mid-sized multi-line carrier working with 2,500 independent agencies

Lines

Multi-line

What We Solved

Agency engagement, cross-sell, and retention

ENGAGEMENT

Platform integration and custom build

The Challenge

A mid-sized multi-line carrier with 2,500 independent agencies faced critical operational gaps. There was no centralized visibility into agent performance, analysis relied on manual work, cross-sell and upsell rates were low, and retention was becoming a concern.

The Solution

The carrier implemented an integrated AI ecosystem that changed how agency engagement works.

Creatio CRM delivers Next Best Action prompts to the people managing agency relationships. Guidewire supplies real-time policy data. Verisk enriches that data with risk benchmarks. An AI summary engine turns the combined picture into actionable insight rather than another report.

Technologies

Creatio CRM Guidewire Verisk AI Summary Engine

Results

62.5%

cross-sell growth, from 8% to 13%

167%

increase in agency touchpoints, from 2.1 to 5.6 per quarter

6 points

improvement in policy retention, from 82% to 88%

7 points

premium growth, from 4% to 11% year over year

Beyond the numbers, the change was in the quality of the interaction. Territory teams get instant insight through AI-generated summaries, outreach becomes proactive and higher-value rather than reactive, implementation of new initiatives runs roughly three times faster, and the framework extends to additional product lines without being rebuilt.

Where This Applies

Carriers distributing through independent agencies are competing for shelf space against every other carrier that agency represents. The differentiator is rarely the product. It is whether the carrier knows which agencies to spend time on and what to say when they get there.

Explore: Paktolus for Carriers → Distribution + Producer Experience → AI + Intelligent Automation →

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How would results like these impact your business?

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