TL;DR
Designed and implemented a CRM system for an insurance agency: structured lead capture, defined pipeline stages, and follow-up workflows — replacing a manual, memory-dependent process with one the whole agency can see and run.
The problem
Insurance selling is follow-up-driven: quotes have shelf lives, renewals are predictable revenue, and referral leads go cold fast. Without a system, all of that lives in inboxes and individual memory — which means leakage that never shows up on any report, because nobody is measuring it.
What I built
- Lead capture: a single intake path so every inquiry — phone, web, referral — lands in the CRM with a source attached, making marketing channels measurable.
- Pipeline stages: stages matching the agency's real sales motion (new lead → contacted → quoted → negotiating → bound / lost), so the owner can see exactly where revenue is stuck.
- Follow-up workflows: task and reminder automation for quote follow-ups and renewal dates — the two moments where insurance revenue is most often lost.
- Visibility: pipeline reporting that turns "how's business?" from a feeling into numbers: leads by source, conversion by stage, and value in pipeline.
Add: anonymized screenshot of the pipeline view or a workflow diagram (blur client names)
Results
- A repeatable sales process where there was previously an ad-hoc one.
- ＋ Add: leads processed / month ＋ Add: follow-up rate before vs. after ＋ Add: time saved or conversion lift
What this shows
Marketing operations thinking: process design, CRM implementation, and building measurement into a business that had none — the unglamorous work that makes every downstream marketing dollar accountable.