Insurance · Brokerage · Oakville, ON
Cutting Response Time From Days to Minutes
An 8-person insurance brokerage lost renewal deadlines to a slow IT provider. Here's how we fixed it before the next renewal season.
Their previous IT provider took two to three days to return calls. During renewal season, that delay meant staff sat locked out of policy systems while deadlines passed.
Nobody owned the problem. Password resets, software crashes, and connectivity issues all went into the same slow queue, with no priority given to time-sensitive renewal work.
Moved them to unlimited helpdesk support with a 15-minute response commitment for every ticket.
Rebuilt their access controls so a locked account gets fixed in minutes, not a ticket that waits in line.
Added 24/7 monitoring across servers and network, catching issues before they reach the renewal desk.
Documented their environment for the first time, so any technician on our team can pick up a ticket without starting from zero.
Average response time dropped to 9 minutes. Since switching, the brokerage has not missed a single renewal deadline to an IT issue, and staff no longer budget extra time around their own systems.
