Founding Agency #1 · Chicago, IL How Goodwill Financial saved 548 hours last quarter.
1,244 calls answered. Zero missed. The agency owner stopped working Saturdays. Here's how it happened.
Independent. Family-owned. Chicago.
Goodwill Financial is an independent insurance agency in Chicago, run by Vytas Skapcevicius. They sell across personal and commercial lines, with a multilingual customer base.
The agency was growing. The team wasn't growing with it. Vytas was answering calls late at night and on weekends. New-customer experience was inconsistent, and existing customers were getting voicemail.
Too many calls. Too few hours.
The numbers Vytas walked Georgijus through weren't unusual for an independent agency. They were just unsustainable.
- A meaningful share of calls were going to voicemail during peak hours.
- Spanish-speaking customers had no consistent way to be served live.
- Producers spent the first hour of every morning on call notes from the day before.
- After-hours calls were lost completely.
The choice Vytas was facing was a familiar one for independent agency owners: hire three more CSRs he couldn't easily find or afford, or accept the slow leak of customers he never even knew were trying to reach him.
A receptionist that doesn't sleep.
We listed every type of call Goodwill was missing or struggling with. Then we built the AI to handle each of them, in every language the agency's customers spoke, around the clock.
The AI was trained on Goodwill's voice and policies. It connected to their phone system, their email, and their AMS. It started taking calls in shadow mode for two weeks while the team validated the responses, then went fully live.
Now every call is answered live, in the customer's language, with the customer matched to their AMS record before the conversation finishes. Producers walk in to a clean inbox and a list of structured call notes already written.
90 days in.
Live snapshot from the InsuraMate AI dashboard at Goodwill Financial. Numbers update in real time as calls come in.
Goodwill stopped losing customers it didn't know were trying to reach it. Producers got Mondays back. Spanish-speaking customers got the same service everyone else did. Vytas got his weekends back.
Direct testimonial from Vytas to be added.
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