How Magellan Became the Operations Manager-in-a-Box for Beach Insurance

The Challenge

Chance’s assumption was that his phones were always being answered. After all, the phone is the lifeline of an insurance agency.  It drives new sales, supports renewals, and keeps relationships strong. But without reliable data, Chance had no way to confirm what was actually happening.  Customer retention was good enough, so he was under the impression that all was working as it was supposed to.

Chance relied heavily on his Operations Manager, to track the team’s performance. She tried to piece together data into spreadsheets from  post-call notes, but the process was never consistently followed. When Chance asked for performance insights, his manager  would hand over spreadsheets that tracked only a fraction of the calls. The manager often had to make judgment calls about which data was most important, as well as fill in a lot of the blanks herself, which limited her ability to focus on higher-value work. What should have been a leadership role had turned into a cycle of monitoring, reporting, and playing catch-up.  Worst of all the micromanagement didn’t provide a complete picture, so it was not a good return on the manager’s time.

Meanwhile, customer frustrations were mounting. Missed calls were not just a nuisance; they represented lost opportunities, missed renewals, and damage to the agency’s reputation. For an owner who prided himself on customer service, this was unacceptable and a threat to growth.

The Turning Point

The turning point came when Chance saw Magellan’s real-time dashboard for the first time.

The easy to understand call data told a story he could not ignore. Calls were being missed every day across all five of his locations. Some days, one third of inbound calls went unanswered. For an agency that lived and died by the phone, this was a staggering realization.

Rather than shy away from the data, Chance leaned into it. With Magellan providing visibility, he worked with his team to reconfigure call flows, set clear expectations, and hold team members  accountable. Within weeks, the percentage of missed calls dropped dramatically. Customers began reaching agents more consistently, and the office environment shifted from reactive to proactive.

But the biggest shift came from what Magellan replaced.

By serving as an “Operations Manager in-a-Box,” Magellan took over the drudgery of monitoring and reporting that had consumed the manager’s time. With those responsibilities automated, Chance was able to direct the manager’s efforts to where she could add the highest value: sales. As Magellan’s Winston Smith explained:

And as predicted, the decision created immediate value. The office manager’s strengths in relationship-building and sales could finally be put to work where they mattered most. She was generating quotes, closing new business, and expanding the agency’s book of business, all while Magellan continued to provide oversight on operations and giving Chance the complete picture of customer conversations and call data within his agency.

The Results

The impact was clear on multiple levels.

Operationally, missed calls fell from nearly 35 percent in May to just under 15 percent by August. Customers could reach the agency more reliably, and Chance no longer relied on manual, incomplete reports or complaints from customers to understand what was happening.

Culturally, weekly dashboards created transparency and accountability across the team. Every employee could see the same performance data that Chance saw, and Magellan became part of the agency’s common language and rhythm. Instead of a manager chasing numbers and employees filling in spreadsheets, the team was empowered to take ownership of them and focus on higher-value work.

Financially, Magellan delivered even greater value. By redirecting a service manager to sales, Beach Insurance was able to effectively service more revenue with fewer employees, and with no loss to revenue. The agency added growth capacity without adding headcount, a shift that created both efficiency and new business momentum.

As Chance himself said:

The Takeaway

Magellan did more than improve answer rates. It gave Beach Insurance a way to maximize the impact of its people. By stepping into the role of Operations Manager, Magellan allowed Chance to move one of his most valuable employees into a position that directly drives revenue, while still strengthening service delivery.

For Beach Insurance, the outcome was a double win. Customers were better served, and the business grew stronger without increasing costs. What began as a visibility problem became an opportunity to reimagine how the agency was run.

Magellan did not just solve a challenge. It reshaped the way Chance thinks about his team, his operations, and the future of his agency.