The Challenge: Seeing Beyond the Call Log
Like many independent agencies, Heritage wanted a clearer understanding of what was happening within its many thousands of customer conversations. Traditional call data showed when calls took place but not how they went. Without that insight, leadership could only make assumptions about whether conversations were building trust or creating frustration.
Jim Bocrie Jr., President and CEO, wanted the ability to see trends in both customer experience and employee performance. He needed a way to measure performance and identify improvement opportunities based on real evidence rather than anecdotes. Without that level of visibility, issues surfaced only after the fact, through complaints, missed renewals, or lost opportunities.
Heritage set out to close that gap by transforming everyday communication data into actionable intelligence.
The Magellan Difference: Turning Conversations Into Insights
With Magellan integrated into the existing Bridge platform, Heritage gained a more complete view of its operations. The AI-powered system captures and analyzes every call, transforming what was once basic call data into a comprehensive understanding of customer experience and journey through the agency.
Each call analysis includes a full transcript, topic highlights, as well as a sentiment score. All of this is available through a clean, intuitive dashboard. Key topics such as Renewal, Payment, and Cancellation are automatically tagged and searchable, allowing leaders to pinpoint conversation themes and emerging patterns for service workflows or training opportunities.
The system makes it easy to identify clients who may be at risk, recognize high-performing team members, and uncover specific coaching opportunities. What once took hours of manual listening and note-taking can now be reviewed and acted on within minutes.
Heritage’s former periodic, random review process has been replaced with a continuous, insight-driven approach through Magellan. Now, leaders can track performance, identify coaching opportunities, and support their teams with real-time data and confidence.
Transforming Oversight, Coaching, and Customer Care
Magellan has changed how Heritage coaches its team and manages accountability. Managers can now review real transcripts and sentiment trends to coach more effectively and reward staff for great service. Instead of relying on limited samples for Quality Control or sporadic feedback, every team member’s work is visible, measurable, and supported by data.
For agency leadership, Magellan offers the kind of operational clarity that once required manual supervision. Whether reviewing a single day or a year’s worth of call activity, Jim and his team can see performance trends, monitor client sentiment, and ensure that every customer receives the level of service the agency is known for.
This shift has streamlined decision-making while reinforcing Heritage’s long-standing principle that “time is money.” By saving time on manual reporting and analysis, the agency can reinvest those hours into strengthening relationships and growing the business.
The Takeaway
Magellan has given Heritage Insurance Partners a smarter, faster way to understand the quality of its customer interactions. By combining Bridge’s reliable communication platform with Magellan’s analytical depth, the agency has created a more proactive approach to leadership, performance coaching, and customer care.
Heritage’s experience demonstrates how AI can enhance, not replace, the human side of service. With real-time feedback, conversation intelligence, and continuous learning built into every call, the agency has gained an essential advantage in serving its clients, developing its people, and sustaining growth.
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