Build the Foundation First: Why Strong Processes Must Come Before AI

Earlier this month, I had the privilege of speaking at the IIABA Young Agents Leadership Institute in Nashville. It was an incredible group full of sharp, curious leaders preparing to lead the next evolution of the independent agency channel.

As the (slightly) older guy in the room, I made the rookie mistake of trying to keep up with the crowd after hours. I’m proud to say I succeeded, but I’ve also never been so aware of how late 2:00 AM really is. My body is still sending reminders that yes, I kept up, and no, I shouldn’t have.

Hangover aside, my message to the group was simple: before you bring in AI, automation, or the latest tech stack, you’ve got to get your processes in order.

Technology Multiplies What Already Exists

AI and automation don’t fix broken workflows. Instead, they amplify them. If your internal systems are disorganized, if your team operates from memory rather than a shared playbook, or if every producer “does it their own way,” then introducing new tech will only multiply that inconsistency.

The agencies that see the greatest ROI from technology investments are the ones with the most clarity.

What Does “Process Clarity” Actually Mean?

A well-defined process isn’t just something you talk about in meetings. It’s:

• Documented — Clearly written and accessible to the team.
• Consistent — Followed by everyone, not just most people.
• Enforced — Leadership holds the team accountable to it.
• Reviewed — Evaluated regularly and refined as needed.

Whether it's for quoting, servicing, renewals, or onboarding, your processes should be clearly mapped out and built around the real flow of your agency’s work.

Why This Matters More Than Ever

The pace of change in our industry is accelerating. Market conditions, carrier expectations, and client behavior are all evolving quickly. Without process clarity, it’s nearly impossible to:

• Train new hires effectively
• Maintain consistent customer experiences
• Implement new tools efficiently
• Scale without burnout or confusion

Strong processes give your agency a foundation that can support growth, technology adoption, and meaningful performance improvement.

How to Start: A Practical Framework

You don’t need to map your entire agency overnight. Start small. Choose one core function like sales, service, or renewals, and begin answering these questions for each step:

• Who is responsible?
• What happens at this step?
• Where is it done?
• How is it executed?

This is also the time to define a single point of entry (a “front door”) for each process. That ensures consistency and allows your systems (management system, CRM, rating, etc.) to work in sync.

Measure Before You Automate

Agencies often ask, “What’s the ROI of this system?” But without data, you can’t answer that question. Before implementing tech, understand your baseline:

• How long do common tasks take?
• How often are they done?
• What do they cost in time or labor?

This kind of clarity turns technology into a force multiplier instead of another expense.

The Role of Young Leaders

If you’re a rising leader in your agency, this is your opportunity. Process development isn’t just a task for the leadership team. Your ability to document, optimize, and lead with clarity will set you apart and elevate the entire organization.

And when your processes are ready, Catalyit can help you find the right tools to support and enhance them.

Next Steps

• Assess your current state. If you haven’t already, take the Catalyit Tech Assessment.
• Start with one process. Write it down. Review it with your team. Improve it together.
• Look for opportunities to automate. But only after the process is fully understood.

When process and technology work hand in hand, the results are transformative. But it starts with clarity.

Let’s build from there.