A fast-growing US insurance brokerage, over 500 employees, $1.8B+ in revenue, had CSRs drowning in billing calls, endorsements, and cancellations, leaving no time for sales or retention. FBSPL stepped in with real-time MS Teams tracking, dedicated PL specialists, priority routing for urgent requests, and a structured voicemail and cancellation workflow. Root-cause problem-solving and ongoing training kept quality consistent. The payoff: zero insured complaints, faster turnaround on urgent tasks, full workflow visibility, and a support model that scales instantly during peak season, without adding internal headcount. Visit for more information: https://www.fbspl.com/case-studies/fbspl-built-faster-and-accurate-personal-lines-engine