Give your team room to take care of clients.
Start with the agency work that gets in the way: repeated entry, document preparation, and searching the file for an answer. Prove one useful task first.
Start with the work on your desk.
An agency owner sees the same pattern every week: producers spend time retyping quotes, service staff rebuild routine documents, and someone searches through a client file while the caller waits. The opportunity is not to introduce a new project to everyone at once. Pick one recognizable job, give a teammate a useful result, and build confidence from that.
What you bring
A job the team recognizes
Choose a recurring question or document task with a clear result. A policy answer, application draft, proposal, and certificate request need different inputs. Name the output so the person using Relay knows what to expect.
The right client context
Supply the relevant documents and the client's actual request. Keep policy periods and versions identifiable. A focused file makes it easier to assess the answer than a large collection of unrelated documents.
An owner and a definition of done
Choose the teammate who already handles this kind of work. Agree what they should be able to inspect and what happens after review. Start with their normal service process instead of designing a new agency-wide workflow.
What you get back
An answer grounded in the file
A focused response with the relevant source passage and policy context. The teammate can check what the document establishes and see what still needs a carrier or producer decision.
A draft they can make their own
A client reply prepared from the reviewed information. The person responsible can adjust the tone, resolve uncertainty, and use the agency's normal communication process.
Evidence for the next workflow
A completed example your team can evaluate: was the source right, was the answer useful, and how much work remained? Use that experience to decide whether forms, quoting, proposals, or certificate preparation should come next.
A request you can use
Help me answer this client's question using the policy documents and notes I supplied. Identify the relevant policy and period, summarize what the source says, and show the passage I should review. Keep anything the documents do not establish as an open question. Draft a concise reply for me to check.
Your review before the next step
- Confirm the correct client, policy, and period before relying on an answer.
- Read the relevant source wording and identify information missing from the supplied file. A confident sentence is not a substitute for evidence.
- Have the responsible team member review the client reply and complete any required carrier or agency checks before sharing it.
Ask the team where they most often repeat work they already understand. Choose one of those jobs, review a real result together, and expand when the workflow earns their confidence.
Choose your first useful taskMake the first workflow useful.
- For quote-heavy teams, start with source preparation or a supported carrier task. For a service-heavy team, a client-file question or document draft may provide a simpler first success.
- Give teammates an example they can reuse. An ordinary request with a visible finished result is easier to learn than a list of technical commands or abstract AI capabilities.
- Measure the complete job and listen to the person doing it. A useful result should reduce retyping, searching, or drafting without requiring them to redo the task in the old process.
Start with a configured workflow and sources your team can check. Keep your AMS as the system of record and review work before it is submitted, issued, or shared.
Put it into practice.
Explore the everyday workflows
See quoting, forms, proposals, certificates, and client questions as concrete agency tasks.
Help the team get comfortable
Use ordinary requests and reviewable outputs to make unfamiliar technology approachable.
Build a useful scorecard
Track preparation, review, corrections, and the result the next person receives.
Your next step starts with one email.
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