From Legacy Systems to Connected Workflows: Brokers Reflect on the truMarket Journey

When Trufla launched truMarket at the IBAO Convention, the morning began with bold ideas. Earlier in the event, CEO Sherif Gemayel had challenged the industry to move beyond fragmented technology and legacy systems that slow brokers down.

“We didn’t want to add another patch,” he said during the keynote. “We wanted to rebuild what a broker platform should be—from the ground up.”

That set the tone for the next segment — a fireside chat hosted by Pete Tessier, where three brokerage leaders took the stage to share what it’s been like to help shape and use truMarket in their own businesses.
Jen Weigel, Director at Go Insurance; Gillian Van Kempen, President and COO at Best Buy Insurance; and Matt Carr, President of Gifford Carr Insurance Group, joined Pete for a discussion that was frank, funny, and deeply relatable to anyone who’s ever juggled too many systems just to get a policy issued.

The Reality of Legacy Systems

Pete began with the question on everyone’s mind: What’s broken in brokerage technology today?
The room chuckled knowingly before Gillian spoke up first.
“Our industry has been talking about integration for years,” she said, “but most of us are still opening five or six programs to finish one client interaction. That’s not integration—it’s exhaustion.”

Jen nodded.
“You think you’re automating, but what you’re really doing is managing technology all day. You have your BMS, your rater, your email, your CRM, and still end up in Excel by the afternoon.”

Matt added that it wasn’t just inefficient — it was demotivating.
“You can’t scale or grow when your team spends half their time copying information between systems. We’d reached a point where the tech was holding us back.”

That sentiment echoed what Sherif had shared earlier: brokers weren’t resisting change — they were buried under tools that promised efficiency but delivered complexity.

From Complaints to Collaboration

Pete then asked how each brokerage became involved in the development of truMarket.

Jen smiled.
“Honestly? It started with venting. We told the Trufla team exactly what didn’t work. Instead of defending it, they said, ‘Okay, let’s fix it.’ That’s how this started.”

For Gillian, the invitation to be part of the build was a turning point.
“Usually, a vendor creates something and then asks brokers to adapt. This time, it was flipped. They involved us before the product existed. We tested it, broke it, gave feedback, and they actually changed things.”

Matt laughed remembering those early sessions.
“We were tough on them. We said, ‘If it takes more clicks than before, it’s not an improvement.’ Every suggestion we made showed up in the next release. That’s when I realized they were serious about building for brokers.”

What stood out to all three was the speed of iteration. Instead of waiting years for updates, they saw changes weekly — small adjustments that made a big difference to daily workflows.

The Shift from Patchwork to Platform

As the conversation moved on, Pete asked what had changed most in their day-to-day operations since adopting truMarket.

Matt jumped in first.
“We went from using six tools to using one. The quoting, renewals, communication—it’s all in the same ecosystem. My producers don’t waste time switching screens or hunting for client info. It’s all right there.”

Gillian described how that consolidation improved both efficiency and accuracy.
“When you enter data once and it flows through everything—rating, quoting, binding, renewals—you eliminate so many mistakes. It’s  faster and it’s cleaner.”

Jen added that simplicity has been the biggest win.
“The first time my staff used it, they said, ‘This just makes sense.’ We didn’t need hours of training. It feels like the system finally works the way brokers think.”

Unified Workflows in Action

The panelists all highlighted how truMarket’s single-application workflow for home and auto changed the way they quote.
“You can quote both lines at once,” said Gillian. “No rekeying, no jumping back and forth. One client, one form, one process. That used to take 45 minutes—it’s now under 10.”

Matt agreed.
“It’s the difference between feeling like you’re pushing paper and feeling like you’re running a modern business. Our quoting speed and accuracy improved overnight.”

For Jen, the unified workflow is about more than efficiency — it’s about client experience.
“When it’s faster and smoother internally, the client feels that. We can respond in real time instead of saying, ‘I’ll get back to you once I find that in the other system.’”

Renewals that Work Ahead of You

Pete turned the discussion toward renewals — one of the biggest pain points for brokers everywhere.

Matt didn’t hesitate.
“Before truMarket, renewals were firefighting. You’re reacting to notices, juggling spreadsheets, trying to remember who’s up next. Now the system flags upcoming renewals automatically and even identifies clients likely to shop around. We’ve cut our renewal handling time by 80%.”

Gillian nodded.
“We’re finally proactive instead of reactive. The system gives us visibility early enough to have meaningful conversations before the client ever thinks about leaving.”

Jen added a simple but telling observation.
“For the first time, our renewals feel manageable. That alone changes the mood in the office.”

Reporting That Finally Matches Reality

Data visibility came up again when Pete asked about reporting.

Matt explained,
“In the past, you’d have three systems telling you three different numbers. Now, I can see live metrics—quotes, binds, renewals—all in one dashboard. It’s accurate, and it’s instant.”

Gillian said that having reliable data has changed how she leads her team.
“We can spot trends right away—what’s working, where we’re losing efficiency—and adjust in real time. It’s the kind of control we’ve never had before.”

The Human ROI

While much of the conversation focused on process improvements, the brokers also spoke about the emotional impact of better systems.

Jen said it plainly:
“Legacy tech made good people feel bad at their jobs. When your tools constantly fail, you start to question yourself. Now, our team feels capable again.”

Gillian added,
“You can see the difference. The stress level is down, the energy is up. We’re not spending every day fighting our technology.”

Matt agreed, noting that good technology helps retain good people.
“When your staff have tools that make sense, they stay. They feel supported instead of burned out.”

A Cultural Shift, Not Just a Software Shift

As the session neared its end, Pete asked what truMarket means for the brokerage industry more broadly.

Gillian summed it up first.
“It shows what’s possible when brokers are part of the innovation process. We know what we need — we just haven’t always had a voice in building it.”

Jen agreed.
“We’re proving that modernization doesn’t have to come from outside the industry. It can start right here, with brokers.”

Matt’s closing thought captured the spirit of the conversation:
“For years, we’ve talked about digital transformation like it’s something happening to us. This time, it’s happening with us. That’s the difference.”

Beyond Legacy, Future Bound

As the audience applauded, it was clear the conversation had struck a chord. The challenges described on stage were universal, but so was the optimism.

For years, brokers have been told that technology would eventually catch up to their needs. The truMarket fireside chat flipped that script — showing what happens when brokers stop waiting and start building the future themselves.

About truMarket

truMarket is Trufla’s connected broker platform that brings quoting, renewals, communications, and client management into one ecosystem. Built for brokers, by brokers, truMarket eliminates duplication, simplifies workflows, and helps brokerages deliver faster, more human client experiences.

Learn more or book your discovery call at trufla.com/truMarket.