Digital Client Intake System

The Problem

New client enquiries arrived by phone and email and were logged by hand into a shared intake spreadsheet. From there, staff would manually gather household details, identify applicable carriers, pull quotes through EZLynx, and enter everything into Agency Zoom. The chain of steps spread across three days and several handoffs. The delay was enough for some prospects to move on before a first consultation ever happened.

The data collected along the way was inconsistent. Different staff asked different questions, address formats varied, and fields the carriers required for an accurate quote were frequently missing. Staff were spending close to nine hours a week on intake alone, most of it on re-work and follow-up rather than anything that required their expertise.

The Approach

We spent the first two weeks tracing the intake process step by step rather than building anything. That investment surfaced the root causes: most of the delay wasn’t in quoting. The delay came from chasing down information that should have been captured at first contact. Carriers had specific field requirements that staff had to memorize and manually verify, and there was no automated handoff between the intake form and either the rating system or the CRM.

The architecture that emerged from that analysis centered on a single, validated intake form as the entry point for all new client data. From submission, the system would handle carrier eligibility checks, push structured data directly to EZLynx for quoting, and create the client record in Agency Zoom, without any manual re-entry.

The parallel-run week confirmed the edge cases were handled. The intake spreadsheet was retired on day eight.

The Solution

A structured digital intake system replacing the email-and-spreadsheet workflow end-to-end (from first web inquiry to a consultation-ready client record).

• Conditional intake form: coverage type selection surfaces only the carrier-required fields for that line of business, validated on entry with Google Places handling address data.

  Mitigates: missing or inconsistent field data that forced staff to chase prospects for corrections before quoting could begin.

• EZLynx rating integration: submission triggers an automated eligibility and quoting request against the connected carriers, eliminating manual data entry into the rating system.

  Mitigates: the multi-step manual process of logging into EZLynx, re-entering client data, and retrieving quotes one carrier at a time.

• Agency Zoom CRM sync: a structured client record is written directly to Agency Zoom at the point of submission, with all intake fields mapped to the correct contact and policy fields.

  Mitigates: the same information being typed into two systems, with the two versions quietly drifting apart over time.

• Client-facing confirmation and calendar booking: a confirmation email sets expectations and offers direct scheduling at the point of submission.

  Mitigates: the phone tag that delayed first consultations and consumed staff time between inquiry and appointment.