Ausband Chapman Insurance is a full-service independent agency built across five locations in the Atlanta Metro. Since 2022, they have completed eight acquisitions, and the book keeps growing. That kind of growth brings opportunity. It also brings more clients, more renewals, and more complexity for a service team that has to absorb.

The agency runs a deliberate separation between sales and service: agents focus on production, account managers focus on clients. COO James D. Chapman is constantly looking for ways to make sure that structure holds as the agency scales.

The challenge

Chapman had a goal: every client should receive at least one personalized touchpoint per year. Not a generic marketing email. A real review, specific to their policy, their situation, and what the agency recommended for them.

With Georgia going through significant rate disruptions and every renewal bringing a premium change that needed explaining, his team did not have the capacity to deliver on that. Most clients were hearing about their rate changes directly from the carrier, not from the agency. “We weren’t reaching out to them,” Chapman said. “We just could not handle the volume.” With the market beginning to soften and clients gaining more options, the gap between the agency’s standard and what their team could actually deliver was becoming a retention risk. Only 10% of renewals were being handled proactively.

Even though the account managers were busy, that time was not going to clients. “we weren’t working with customers,” Chapman said. “We were just checking boxes to get the task off our plate, and it wasn’t making us a better agency.”

Hiring more people was not the answer. The insurance talent market is tightening year over year, and adding headcount to a broken workflow does not fix the workflow. “I just didn’t want to scale chaos anymore,” he said.

The shift from reactive to proactive service

Chapman went looking for a focused answer to a focused problem. He wanted a solution that was proven to work, that could integrate cleanly with his agency management system, and that solved one clear problem: getting a personalized renewal touchpoint to every client on his book.

That search led him to Quandri.

Adoption was fast. Quandri is more intuitive than any system Ausband Chapman had used, and the team needed almost no ramp time. “By the end of the first day, you should pretty much have it down,” Chapman said. “You log in, you have your list, you work your list.”

Now, when a policy comes up for renewal, Quandri now analyzes it and generates a personalized client email with policy-specific insights and recommendations, such as additional coverages or bundling opportunities. Now, 95% of renewals are handled proactively — up from 10% pre-Quandri. The work that used to consume about 40 minutes per policy now gets done before an account manager turns on their computer.

The results

The impact was immediate. During the initial testing period, Chapman’s team sent more personalized renewal emails than they had sent manually in the five months prior.

The throughput shift is significant. Chapman describes getting done in a week what used to take a month. Where account managers were previously generating 30 client engagements a month, they are now sending 200. That is a 6.5x increase in client reach, and the volume of positive responses has risen with it. Clients are coming back asking questions, requesting coverage changes, and following up on recommendations.

One account manager had been writing personalized renewal emails by hand for years and saw more responses in their first week with Quandri than they received from months of manual outreach. Another told Chapman they had felt behind every single day before Quandri. They are now two weeks ahead.

The agency is now reanalyzing how it structures account manager assignments to match the new operating capacity. The freed-up time is going into cross-sell conversations, and client advisory work that was previously impossible to pursue at volume.

“The ability to upload renewal documents and quickly generate personalized emails saves a tremendous amount of time while keeping clients informed about coverage changes and renewal details. It’s helped me be much more proactive with client communication and provide a better overall customer experience.” — Tylar Brady, Account Manager, Ausband Chapman Insurance

The gap between the service Ausband Chapman wanted to deliver and the service their process could support is closed. Account managers are reaching clients they never had time to contact before. Client renewal engagement has more than doubled, resulting in more coverage corrections, adjustments, and cross-sells — and the hours recovered keep going back into the work that grows the book.