Why this audit
In an insurance agency, a large part of the day is spent linking tools that do not communicate: re-entering, following up, sorting, searching. This time is taken away from advising and following up with clients.
Before suggesting any tool, we needed to know where this time really goes, and what is specific to one agency or common to the whole network. That is why we visited three agencies of different sizes.
What we did
We spent three days on site, alongside the teams, at their workstations: management, administration, sales, reception. We watched the work as it is actually done, then listened to each role describe its difficulties and workarounds.
We then grouped these difficulties by process and sought, for each one, the simplest sufficient response. Each avenue was judged on the time it gives back, its feasibility, the risk to data and its acceptance by the teams.
The principles we followed
The tool prepares, the human decides. Anything that commits a client remains a human decision; AI serves to prepare the work and give time back to the teams, not to replace them.
The audit applied the rules it recommends: discussions focused on processes, never on clients, individuals are not named and the agencies reviewed our conclusions.
The content of the audit is confidential and is not presented here.