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Fournier Insurance Solutions is the largest independent agency in Washington State, and it's still growing through acquisition. When Rosana Carr joined as Director of Personal Lines, she inherited a renewal process that hadn't kept pace with the size of the book.
Every renewal at Fournier started the same way. An account manager opened the policy and compared it line by line against the prior term. They checked for coverage gaps, clicked through 15+ screens in the rater to pull competitive quotes, and then drafted an email to the client. Remarketing a single policy took about 45 minutes.
At that pace, the team could reach only a fraction of the book before renewal dates arrived, so most clients heard from Fournier only after calling in themselves. Carr was candid about where that left the agency:
"It was more reactive than we wanted it to be. Given time constraints and the workflow being so manual for those renewals, it often was reactive rather than proactive contact with the client. And that's something we wanted to change."
Carr knew it was the right fit from her first Quandri demo. The platform could take on the hours of manual renewal work her team was buried in, while keeping the account manager at the centre of the client relationship.
"What excited me about Quandri was not only the fact that it was automating that process, but that I could see immediately that it would allow us to connect with more clients."
Rosana Carr
Personal Lines Director
Quandri now runs Fournier's operational tasks overnight and enforces the agency's standards automatically. Account managers start the day with the insights they need to serve their clients instead of spending the afternoon on data entry.
Implementation took weeks, not months. According to Carr, getting the team up to speed was the easy part:
"The learning curve is actually very short. The Quandri system is so intuitive that there really wasn't a lot of training to do."
For the first time, the team could see nearly every renewal in the book, and that visibility changed what they could act on. Clients started hearing from Fournier before their renewal instead of after it, and retention began trending up.
The work itself changed too. With the manual steps off their plate, account managers now spend their time on the part of the job that actually needs them.
"They can focus on what they do best: engaging with the customer, reviewing their coverage, optimizing it to make sure the client has the protection they need."
Rosanna Carr
Personal Lines Director
Fournier didn't add headcount to reach the rest of its book. It changed how the manual work was handled and found that the capacity it needed was already there.
