Obsess Over One Number: The Cost Per Transaction

The metric every insurance agency should be tracking

The Rundown

This webinar introduced "cost per transaction" as a practical framework for measuring operational efficiency in insurance agencies. Rather than relying on broad performance metrics, b atomic founder Seth Zaremba outlined that agencies can use transaction-level data to identify costly workflows, prioritize technology investments, and improve both profitability and customer service.

The Context

• Every agency processes thousands of service transactions each year, but few measure the true cost of completing them.
• Tracking the time and expense behind common tasks like endorsements, renewals, billing inquiries, and remarketing helps identify the biggest opportunities for improvement.
• Breaking work into individual transactions allows agencies to determine whether people, processes, or technology offer the best solution for reducing costs.
• Lowering the cost per transaction frees employees to spend more time on customer relationships and advisory work instead of repetitive administrative tasks.

Why it Matters

Operational efficiency is becoming a competitive advantage for insurance agencies. Understanding the cost of every transaction helps leaders make smarter staffing and technology decisions, improve margins, and create more capacity for the high-value client interactions that drive retention and long-term growth.

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