Re-imagining the sales process for a high-risk insurance agency

The client’s struggle

A Spokane-based insurance provider specializing in high-risk driver coverage was experiencing significant operational bottlenecks. Despite a steady revenue stream, their small team struggled to balance inbound customer support and outbound sales, leading to missed opportunities and burnout.

Operational constraints holding back growth

As the company’s operations grew, several key issues began to emerge:

• Overstretched resources: The team found it difficult to balance inbound customer queries and outbound sales efforts, causing a backlog and missed opportunities for proactive follow-ups.
• Limited communication channels: With a phone-only outreach strategy, many leads were lost after a missed call, as no follow-up via email or text was in place.
• Scalability issues: Despite steady revenue, the business was unable to scale its sales operations effectively due to limited resources and outdated systems.

FBSPL’s bold strategy to supercharge operations

Recognizing the need for an overhaul, the client turned to FBSPL for support. We provided a tailored strategy to address the operational challenges and set the business on a path to scalable growth.

1. Precision lead scoring & segmentation

We implemented a lead scoring system to help the client prioritize high-value prospects, optimizing resource allocation and boosting conversion rates and sales performance.

2. Revolutionizing communication channels

We introduced a multi-channel outreach strategy, adding email and text to phone calls, enabling the sales team to engage leads more effectively and reduce missed opportunities.

3. Optimizing call efficiency for maximum impact

By optimizing call timing based on prospect availability, we ensured that each interaction was meaningful and pushed leads further down the pipeline, improving sales quality over quantity.

4. Scaling systems for the future

We addressed remote access challenges and implemented an integrated file-sharing system, cutting response times and laying the groundwork for scalable growth, without overloading resources.

Measurable improvements across key metrics

FBSPL’s support helped the client achieve significant operational improvements, positioning them for sustainable growth. Key results include:

• 50% increase in sales conversions
• 55% increase in quotes generated
• 50% increase in overall sales
• 35% faster customer response times
• 90% of high-potential leads nurtured

Employee morale improved, and the client’s sales team experienced a significant boost in productivity, leading to a 25% increase in overall revenue.

Client feedback: Celebrating success

The client’s internal team expressed high satisfaction with the improvements, noting an uplift in both sales performance and employee morale:

• “I am impressed with the number of outbound calls—great work, Steve!”
• “Robert and Steve are working like professionals—no areas of improvement needed.”
• “Kim ended the week with 15 sales—amazing job!”
• “Thanks to the new outreach strategies, the team has regained confidence, and we are more efficient than ever.”

Looking ahead!

With FBSPL’s scalable solutions in place, the client is now positioned to capture new opportunities and scale operations efficiently. Future plans include implementing AI-driven lead scoring and real-time reporting to further enhance decision-making.

Want to learn how we turned challenges into growth?