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Fallgatter Rhodes Case Study

Written by Adapt | February 17, 2025

Introduction

Fallgatter Rhodes Insurance Services, a 30-employee agency out of CA, was looking for ways to improve efficiency, especially related to monotonous admin work. Managing carrier notifications, tracking cancellations, and ensuring seamless servicing operations were time-consuming and prone to errors (at the top of the list of things to automate). After discovering Adapt at a NetVU conference, the agency implemented the software to streamline its processes and ultimately reduce the busy work associated with servicing.

 

The Challange

Handling policy updates and cancellations required extensive manual effort. Employees and virtual assistants (VAs) spent 6 to 8 hours daily logging into multiple carrier portals to retrieve memos, check cancellations, and update records. Missing a renewal notice could leave clients uninsured, especially in California’s volatile market. The lack of a centralized system led to inconsistent tracking, errors, and potential E&O risks. Skilled employees were bogged down with data entry tasks instead of focusing on policy management and customer service.

The Solution

Adapt automated carrier logins and data retrieval, eliminating the need for manual updates. The software seamlessly attached documents to AMS 360, created suspense activities, and improved task tracking. Real-time alerts ensured that cancellations were proactively addressed, preventing lapses in coverage. The automation significantly reduced human intervention, allowing VAs to shift from manual data entry to more strategic tasks.

The Results

The implementation of Adapt led to substantial improvements in efficiency, accuracy, and overall agency performance:

Time Savings:

  • Virtual assistants’ workload dropped from 6-8 hours per day to just 1 hour, allowing them to focus on higher-value tasks.
  • Employees no longer had to manually retrieve memos or log into multiple carrier portals, saving dozens of hours per week.

Reduced Errors & Cancellations:

  • Previously missed cancellations and unexpected non-renewals—such as a $150,000 Mercury Auto account—were completely eliminated.
  • The agency prevented coverage lapses, minimizing E&O risks and improving customer retention.

Workforce Optimization:

  • Adapt shifted administrative work to automation, allowing account managers to focus on policy servicing, client engagement, and risk assessment.
  • VAs were trained for more complex tasks, such as handling endorsements, processing policies, and assisting in risk placement.

Cost Efficiency:

  • The agency saved thousands of dollars in operational costs by reallocating work and reducing dependency on manual labor.
  • Adapt is 20% of the cost of the prior process without even considering the productivity gains.

Increased Client Satisfaction:

  • Faster notifications and proactive bill payment reminders reduced customer frustration and improved overall service quality.
  • The team is now exploring AI-driven customer texting capabilities to further enhance communication.

 
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