Case Study 3:

Caldwell Roach Increases Productivity with Retention X-Ray

Overview

Caldwell Roach Insurance, a locally owned brokerage serving Maritime clients since 1965, overcame retention challenges by partnering with Trufla. Facing increasing market pressures and premium hikes, they implemented Retention X-Ray, Trufla’s AI-driven retention tool, dramatically streamlining renewal processes. In just one month, Caldwell Roach saved approximately 450 hours, empowering their team to strategically manage policy renewals and maintain a remarkable 98% retention rate among reviewed clients.

To further enhance client experience, Caldwell Roach adopted truMobile, Trufla’s robust self-service app. truMobile reduced repetitive broker tasks, boosted client convenience, and increased overall operational efficiency. Through targeted internal communication, Caldwell Roach successfully encouraged widespread broker and client adoption of the platform.

This strategic combination of innovative technology and proactive processes positions Caldwell Roach as a forward-thinking leader, enhancing client engagement and setting a new standard in efficient, technology-driven brokerage services.

Objectives and Challenges

In a rapidly changing insurance landscape, Caldwell Roach Insurance faced increasing challenges managing renewals effectively amidst rising premiums and market pressures. To address this, Caldwell Roach strategically partnered with Trufla, implementing innovative solutions designed to streamline operations and enhance client retention. Leveraging Trufla’s Retention X-Ray and truMobile app, they successfully transformed their renewal processes and elevated client experience.

Objectives

Streamline the policy renewal process through innovative technology solutions.
Enhance client retention and satisfaction, especially during periods of significant premium increases.
Increase operational efficiency and broker productivity by reducing repetitive tasks.
Improve client convenience and experience via digital self-service tools.

Challenges:

Managing a high volume of renewals effectively, particularly during challenging market conditions with rising premiums.
Identifying which renewals required priority attention without extensive manual review.
Adapting and upgrading from a basic client portal lacking mobile capabilities.
Encouraging broker adoption and client engagement with new technology solutions.

Retention X-Ray Features

Here are the Retention X-Ray features Caldwell Roach implemented to achieve exceptional efficiency and retention results:

Predictive Renewal Scoring

Automated Renewal Campaigns

Detailed Policy Insights

Advanced Filtering & Reporting

Cancellation-Risk Categorization

Premium-Increase & Market-Rate Visibility

truMobile Adoption

Caldwell Roach continues to promote truMobile actively, emphasizing its value in enhancing client convenience and reducing repetitive broker tasks. They leverage internal communication platforms to encourage brokers to introduce truMobile to clients during interactions, further optimizing their operations and client experience.

Key Insights and Advice

Extensive keyword research was carried out to uncover high-value, relevant search terms for Home, Auto, and Commercial insurance. This included identifying primary keywords, long-tail variations, and competitive terms to capture search intent at every stage of the customer journey, from discovery to conversion.

Implementation and Results

Caldwell Roach saved approximately 450 hours in April alone by using Retention X-Ray. Caldwell Roach integrated Retention X-Ray into its established renewal process. The AI-driven tool quickly enabled their team to pinpoint precisely which policies required attention, significantly reducing the manual pre-review workload. Lindsey Graham, Team Leader at Caldwell Roach, estimates that the tool saves approximately 5-10 minutes per policy, translating into significant time savings across thousands of renewals each month.

In April alone, Caldwell Roach received nearly 2,700 renewal downloads. Although the team does not have the capacity to review each one individually, Retention X-Ray’s ability to automatically flag policies needing attention streamlined the workflow, allowing brokers to focus their efforts strategically on priority renewals.