At a glance
- Industry
- Insurance
- Platforms
- Salesforce Sales Cloud
- Service
- Implementation, Migration, Integration
The challenge
The agency tracked customers, policies, and performance in Google Sheets, creating data silos, and needed a private sharing model plus telephony integration for secure inbound call handling.
What we did
- Their spreadsheet structure mapped into Leads, Accounts, and Opportunities with insurance-specific fields for carriers, policy types, and commissions
- Org-wide defaults set to private, with rules exposing closed-lost records after 14 days
- Dashboards for individual and team performance, replacing manual spreadsheet tracking
- Scoped CTI integration for secure screen pops that respect contact privacy
The results
The agency gained a centralized, scalable CRM with simplified layouts for agent adoption, real-time performance dashboards, and a private sharing model that met its security requirements.
It’s cool to see that you guys get what’s in our brain — we’re on the same page.
Client, Insurance
Does this sound like your team?
- Policies, carriers and commissions live in shared spreadsheets, and every tab looks a little different depending on who built it.
- Agents resist moving to a CRM because they worry colleagues could see and contact their clients.
- When a customer calls in, the agent has to search for their record rather than seeing it appear automatically.
Where we would start
Start with the sharing model, because deciding who sees which clients shapes every later choice. Setting org-wide defaults to private and adding narrow sharing rules, such as exposing closed-lost records after a set period, protects each agent’s book. Then map your spreadsheet columns into standard leads, accounts and opportunities with insurance fields. Scope telephony integration last, so screen pops respect the same privacy rules.