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In today’s fast-paced insurance landscape, leveraging technology isn’t optional, it’s essential for the growth of your agency. With more choices at your fingertips than ever before, you’ve probably found yourself on the fence about implementing new tech. Frankly, the process can be overwhelming. But by asking the right questions, you can ensure any platform you choose supports growth, boosts efficiency, and aligns with your goals.

Here are some key areas to focus on when evaluating agency tech:

Consult Your Team

When you’re in a leadership position, it’s easy to hyperfocus on the benefits a new technology offers, but your team will be the ones interacting with it daily. Start by understanding their needs and the pain points they may be experiencing with current systems. By bringing your team in early, you make sure their concerns are addressed and that the system will actually be utilized.

What agents miss:
Taking a top-down approach to new systems can lead to failure. It's easy to see only the upside and overlook practical implications. Implementation can quickly fall apart if your staff isn’t bought in.

Questions to ask:

• What challenges are you facing with current platforms?
• What’s on your feature wish list?
• Do you have any concerns about putting new technology in the agency?
• What tasks in your daily workflow could be automated?

Can We All Play Nice? Integration with Current Systems

When evaluating new technology, you should consider how it integrates with your existing platforms. Whether it’s a CRM, billing solution, or communication tool, compatibility is key. Look for two-way integration with your core systems and understand how data flows between them. That new marketing platform may look great, until you realize it won’t pull client data from your AMS.

What agents miss:
Failing to understand how systems share data can create frustration and silos in your agency.

Questions to ask:

• How does this new technology integrate with our current systems?
• Are there any existing tools or processes that we will be replacing?
• What level of support does the vendor offer around integration?
• How much time will we spend migrating data or transferring workflows?

Trust, But Verify – Does It Deliver?

A vendor can make any platform look great in a short demo, but will it actually deliver? Shop smart and evaluate multiple options. Tech isn’t always built with agencies in mind, so be sure it aligns with your operational goals.

What agents miss:
Failing to compare platforms or assess their full feature set can lead to paying for a tool you don’t use. Use trials, read reviews, and talk to other users before integrating new tech into your workflow.

Questions to ask:

• Is there a trial period for this technology?
• What key features will improve our operations?
• How does this solution compare to others in terms of functionality and price?
• What is this vendor’s track record with agencies our size?

Failing to Plan Is Planning to Fail – Implementation

Once you’ve selected your tech, having a clear implementation plan is critical. Set realistic expectations around timing, assign an internal owner, and understand the resources required. Don’t forget: cost includes time spent training staff and integrating systems, not just the vendor’s invoice.

What agents miss:
Unrealistic expectations can create friction. A clear plan upfront helps avoid frustration and increases the chance of successful adoption.

Questions to ask:

• What is the expected timeline for implementation?
• Who will be responsible for leading the transition?
• Do we need outside help to integrate these systems?
• What kind of testing will we do before going live?

We All Need Somebody to Lean On – Support and Training

Even the best tool can flop without proper support. A strong support system helps your team resolve issues quickly and use the platform effectively. Ask the vendor how they handle customer success and what training they provide.

What agents miss:
Skipping support considerations can leave your staff feeling stranded. Even intuitive platforms need structured onboarding to ensure adoption.

Questions to ask:

• What customer support resources does the vendor offer?
• Is there a dedicated Customer Success Manager to assist with onboarding?
• What training does the vendor provide, and how in-depth is it?
• Is there a knowledge base or user group for troubleshooting?

Growing Together – Scalability

Make sure the technology you choose can grow with your agency. Whether expanding staff, locations, or services, your tools should scale with you. Evaluate the vendor’s roadmap and whether their solution can support your long-term vision.

What agents miss:
Quick fixes or cheap subscriptions may not be sustainable. Make sure the platform fits where your agency is going, not just where it is today.

Questions to ask:

• Will we be able to add features and functionality as we grow?
• How easily can the system expand with new locations or users?
• Does the vendor have a clear roadmap for updates?
• How does pricing scale as we add seats or services?

What Gets Measured, Gets Improved – Success Metrics

Tracking effectiveness and utilization ensures your technology is providing real value. Establishing KPIs from the start allows you to measure ROI and spot areas for improvement.

What agents miss:
Without clear metrics, it’s hard to know if your new tool is helping or just adding complexity.

Questions to ask:

• What KPIs will help us measure success?
• How can we track efficiency, productivity, or customer experience improvements?
• What metrics align with our agency’s goals?
• Does the platform offer analytics or reporting tools?
• How will we adjust if we don’t see the results we want?

If you ask these questions up front, consult your staff, do your due diligence, create a plan, and execute, your agency will be set up for success. Putting in the time early on will save costly mistakes and help you get the most from your technology investment.