Custom Software · Insurance
BE Frank Agency · befrankagency.com
Two agents serving more than 850 Medicare clients got their whole book in one place, weeks of their year back, and a paperwork season that runs itself.
The Punchline
45%
in month one.
Of responding clients moved their yearly paperwork fully online in the first month. Updated October 2026.
4+ weeks
Of the agents' time handed back every year by the carrier audit
2,257
Scattered historical notes, back on the right client
21
Insurance carriers audited against one book
0
Accounts or passwords a client ever has to create
The Challenge
The agents write business through a larger agency whose master list records a client once, at signup, and never updates. When a client changes plans, drops a policy, or passes away, nothing tells the agents.
The only source of truth was each carrier’s own book of business. So at least twice a year, the agents downloaded spreadsheets from 21 carriers and compared every line by eye, about two weeks each time.
Everything else the agents knew about their clients sat in years of Word documents. Finding a client’s history before a call meant digging.
Every fall, each client, most of them seniors, owes a yearly questionnaire and a Scope of Appointment. On paper, that meant printing, mailing, phone calls, and hand filing for more than 850 people.
The Work
We built the agency one custom CRM, then automated the two jobs that ate the agents’ calendar. It runs every day, and we stay at the table as their development partner.
The master spreadsheet and a decade of Word notes became one searchable CRM, live in July 2026. Every client’s policies, carriers, notes, and signed forms sit on one record, and nothing is ever deleted.
The audit reads each carrier’s file as-is and matches every record to the right client, even through nicknames and misspellings. It fills in only what is certain, and every conflict reaches the agents as a decision with the reason spelled out. We run it and hand the agents the results.
One email lets each client choose paper or digital with a single tap. Digital packets are signed online in the agency’s own words and file themselves on the client’s record, while paper packets print pre-filled in mailing order. Clients never create an account or a password.
The Results
Of the 262 clients who chose in the first month, 118 (45%) switched their paperwork fully online. 92 packets have since been completed and signed online, and every signed form filed itself.
One audit run checked 666 carrier records, confirmed 288 policies, and handed the agents 377 real differences to decide. Nothing was overwritten, and an independent re-check found zero failures.
2,257 notes were rescued onto 719 clients, with their original dates intact. It’s the feature the agents use most.
A private-link accuracy check got 102 clients to review their own records. That produced 51 contact fixes and 28 policy changes, each routed to an agent for approval.
An early import misread how the master list wrote supplemental policies. We found it in our own data review and repaired it without touching anything the agents had entered.
We meet the agents where the work is and turn their requests into features, often within a week. Agent countersign, follow-up dates, and the plans report all started as an agent’s request. If your business runs on spreadsheets and hand-checking, start here.