Case Study · Boudreau Insurance
Reaching an entire book of 4,000 clients before their coverage lapsed.
When a primary carrier hiked rates and dropped coverage, a regional broker had weeks to move thousands of clients to new policies — a job their staff couldn't do by hand. Here's the system we built in one week.
- Client
- Boudreau Insurance
- Clients at risk
- 4,000
- Build time
- One week
- Built on
- Twilio · Google Sheets
The challenge
The manual process couldn't scale in time.
A primary carrier raised rates and stopped covering many existing clients. With 4,000 customers at risk, the broker had to proactively move people to new policies before their renewals expired — while keeping the personal touch insurance relationships require.
- 5+ minutes per customer on manual text outreach
- Only 2–3 customers contacted per day
- Follow-ups slipping when customers didn't reply
- No way to track what was working — and lost revenue when clients fell through the cracks
The solution
A smart SMS system with intelligent follow-up.
Personalized outreach at scale, paced so the office was never buried in simultaneous callbacks — and it steps aside the moment a human replies.
Google Sheets as source of truth
Contacts, message templates, and tracking all live in a sheet the office already knows how to use.
Intelligent pacing
Controls message volume so callbacks never overwhelm the front desk.
Business-hours & weekend awareness
Messages only go out when staff are there to handle the response.
Response detection
The sequence stops automatically the moment a customer replies or calls.
A sequence, start to finish
Hi Dana — it's Sarah at the agency. Your policy renews March 14. Want me to check new rates before it does?
Just circling back on your March 14 renewal — happy to run the numbers either way.
Yes please, that'd be great.
Reply detected — sequence stopped, routed to an agent.
Implementation
Existing tools, not an expensive custom app.
Rather than build a complex database system, we combined familiar tools — Google Sheets — with intelligent automation, monitoring, and reliable hosting. That kept it inside the client's budget while delivering enterprise-level functionality, concept to deployment, in one week.
Timeline
One week
Approach
Budget-conscious
What the system does
It meets clients where they already are — and never forgets one.
Insurance is a relationship business, and relationships were being lost to a task nobody had time for. Text message is where these clients actually answer, so that's where the system works — quietly, on schedule, and out of the way the second a human replies.
Zero
Follow-ups missed. The schedule runs whether or not anyone remembers it
Every reply
Stops the sequence instantly and routes that client to the right agent
One week
Concept to deployed, on tools the agency already paid for
Everything above describes how the delivered system behaves. Reporting on results across the full book sits with the agency.
Why it works
It solves the core challenge every broker faces — maintaining personal relationships at scale. The system respects both the business (pacing, business hours) and the customer (stopping the instant they respond), so agents spend their time on real conversations, not administrative busywork.
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