Pacisci Group

BACKGROUND

Please describe your company and position.

I am the Owner of Smith Family Agency

Describe what your company does in a single sentence.

We are a property and causalty insurance agency in Jenks. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pacisci Group to accomplish?

• Automate and streamline manual administrative processes—including reporting, commissions, chargebacks, lead-source ROI, renewals, reviews, and other recurring workflows—to save time and reduce errors.
• Build a scalable operating infrastructure that improves accountability, decision-making, and team performance while allowing the agency to grow without adding unnecessary administrative overhead.
• Create a centralized operating system that gives ownership clear, real-time visibility into sales, service, agency performance, and key business metrics.

SOLUTION

How did you find Pacisci Group?

Referral

Why did you select Pacisci Group over others?

• Great culture fit
• Referred to me
• Company values aligned

How many teammates from Pacisci Group were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We hired Pacisci Group to help us improve how Smith Family Agency operates, bring our different processes together, and give us better visibility into the business. As our agency grew, we needed a more efficient way to manage our sales team, customer service operations, reporting, and overall performance without relying so heavily on spreadsheets, manual processes, and multiple disconnected systems. 

The project involved developing a centralized agency management platform, now known as AXIS, powered by AIOS, designed around how our agency actually operates.

The major areas of work included:

1. Sales Management and Performance Tracking: Building tools to manage leads, track quotes and closed sales, monitor producer performance, calculate true closing percentages using a rolling 90-day period, and evaluate the return on investment from our different lead sources.
2. Commission and Payroll Management: Developing processes to track commissions, chargebacks, producer compensation, and payroll-related information to make reconciliation more accurate and less time-consuming.
3. Customer Relationship Management: Creating a centralized system to manage customer information, policy records, service requests, renewals, and follow-up activities so our team can provide better service and maintain accountability.
4. Management Reporting and Business Intelligence: Giving ownership and management better access to key performance indicators, including monthly sales, chargebacks, lead-source profitability, book-of-business analysis, and our top 20 clients.
5. Employee and Operational Management: Incorporating tools for employee time-off requests, performance reviews, work assignments, and other internal processes that help us manage the agency more consistently.

Workflow Improvements and Automation: Identifying repetitive administrative tasks and developing more efficient processes to reduce duplicate work, improve the accuracy of our information, and allow employees to spend more time on sales and customer service.

The overall objective was not simply to have new software. We wanted an operating system built around our business that would give us better control, help our employees work more efficiently, and provide the information we need to make better decisions.

Pacisci Group has worked with us to turn those business needs into a more connected operating environment that can continue to evolve as our agency grows.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

One of the biggest improvements we've seen is having more of our agency's information organized and accessible in one place. Before working with Pacisci Group, a lot of our reporting and administrative work required pulling information from different systems and manually putting it together.

With AXIS, powered by AIOS, we've made progress in several important areas:

1. Improved Reporting Efficiency: Our end-of-month sales reporting and commission reconciliation processes are more streamlined, reducing the amount of manual work required to review agency performance and prepare payroll.
2. Better Visibility Into Sales Performance: We now have tools to track performance across our six producers, including quotes, sales, closing percentages, and lead-source results. This gives us a more consistent way to evaluate productivity and identify areas for improvement.
3. More Accurate Commission and Chargeback Tracking: We've improved how we organize and reconcile producer compensation, commissions, and chargebacks, making it easier for management to review the information.
4. Centralized Agency Operations: The system supports our six producers, two managers, three service team members, and ownership. Having these functions connected gives us better visibility into what is happening across the agency.
5. Better Business Intelligence: We have reporting capabilities for monthly sales, lead-source ROI, chargebacks, renewals, and book-of-business analysis, including identifying our top 20 clients. These tools help us make more informed business decisions.

We're still establishing our baseline measurements for exact time savings, cost reductions, and productivity improvements. However, the progress we've made in centralizing our operations, improving reporting, and reducing manual administrative work has been valuable.

For me, the biggest benefit is having better control and visibility into the agency without having to rely on multiple disconnected processes to understand how the business is performing.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Working with Pacisci Group has been a collaborative process. What I've appreciated is that they took the time to understand how our agency operates instead of trying to force us into a system that didn't fit our business.

Throughout the project, we've had ongoing communication about our priorities, what needed to be developed, and what improvements would make the biggest difference for our team. As we've started using the system in our daily operations, we've identified things that needed to be adjusted or improved. Pacisci has been receptive to that feedback and willing to make changes based on how our employees actually use the platform.

Because this has been a fairly extensive project, we've approached implementation in stages rather than trying to roll everything out at once. That has allowed us to start using key functions while continuing to develop and refine other areas of the system.

One thing that stands out is their willingness to work through challenges with us. When something isn't functioning the way we need it to, we can communicate the issue and work toward a solution. They've also been open to suggestions that weren't necessarily part of our original conversations but made sense as our needs evolved.

From my perspective as an owner, the most important thing is having a partner who understands our business, communicates with us, and is committed to building something that actually helps us operate more efficiently. That's been the value of working with Pacisci Group.

The team has generally delivered on our agreed priorities and timelines, and when adjustments were necessary, we worked together to address them.

What was your primary form of communication with Pacisci Group?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed me most about Pacisci Group was their ability to look at our business beyond just the technology. They didn't come in trying to sell us software. They wanted to understand how our agency operates, where we were losing time, what challenges our employees were dealing with, and what I needed as an owner to make better decisions.

They were able to take those conversations and turn them into practical solutions. In some cases, they identified opportunities for improvement that we hadn't really considered because we had gotten so used to doing things a certain way.

Another thing that stood out was how they approached the project from both an operational and financial standpoint. They weren't just concerned with whether a feature worked. They wanted to understand whether it actually created value, saved time, improved accountability, or helped us run a better business.

I also appreciated that they didn't expect us to know exactly what we needed from the beginning. They asked questions, challenged some of our existing processes, and helped us think differently about how the agency could operate.

To me, that's what separates Pacisci Group from a typical software or consulting company. They approach the relationship like a business partner who has a genuine interest in helping you build a stronger, more efficient organization.

Are there any areas for improvement or something Pacisci Group could have done differently?

One area where I think Pacisci Group could improve is how they communicate some of the technical aspects of the project to everyday users.

There were times when the explanations were a little too technical for employees who aren't familiar with software development or data systems. As a business owner, I understand the importance of the technology, but ultimately, my team needs to understand how to use it and how it makes their jobs easier.

I think simplifying the language, using more visual examples, and showing employees what a process looks like before and after a change would make the transition even smoother.

It would also help to have more straightforward training materials that employees can reference without needing someone to explain the technical details.

To their credit, Pacisci Group has been receptive to feedback and willing to make adjustments. I see this as an opportunity for them to improve the experience for end users, especially as they continue working with businesses where employees have different levels of technical experience.

Overall, I'm pleased with the direction of the project. I think making the communication and training just as simple as the systems they're building would make their service even more valuable.