InsureBC: An AI Lead-Routing Engine That Reclaimed a Full-Time Role
How DigiiMark replaced a full-time manual lead-assignment role with an AI-powered routing engine — distributing every inbound lead to the right producer in real time, with automatic escalation so no lead ever goes cold.
About InsureBC
InsureBC, BC's largest insurance broker network, generates a very high volume of inbound leads across its 100+ office network and digital channels. With a strong producer salesforce already in place, the bottleneck wasn't selling — it was getting each lead to the right producer fast enough.
The Challenge
InsureBC had a high-quality problem: more leads than their manual process could efficiently handle. Every inbound lead had to be manually assigned to a producer — distributing leads had become a full-time job. That created compounding issues: a capable team member spending their whole day on routing, speed-to-lead lag that let competitors respond first, and dropped balls when an assigned producer was busy with no systematic fallback.
Key Challenges We Conquered
A full-time role spent on triage
One person's entire job was reading incoming leads and deciding which producer should get each one — capable time spent on routing instead of higher-value work.
Speed-to-lead lag
Manual assignment introduced delay, and in insurance the first broker to respond often wins the business — every hour unassigned was a chance for a competitor.
Dropped balls
If an assigned producer was busy or missed a lead, there was no systematic fallback — leads could sit, cool off, and die.
Tools & Platforms Used
Best-in-class tools selected specifically for this project's requirements.
The Results
1 Full-Time Role
Reclaimed
The team member who spent all day on manual lead assignment was freed for higher-value work.
Zero
Leads Left Unassigned
Automatic time-based escalation ensures every lead is accepted and actioned.
Real-Time
Speed-to-Lead
Leads route to producers instantly, improving the odds of winning the business.
Auto-Escalation
No Lead Goes Cold
If a producer doesn't accept within a set window, the system reminds, then reassigns automatically.
Always-On
Never Takes a Day Off
A routing system that's faster than manual triage and never lets a lead sit.
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