How Versuro scales its back office with Modus
A case study with Versuro. A growing broker network.
Johann · Co-founder & Head of Data and IT, Versuro
2 hrs
less admin per day
35 %
fewer internal follow-up questions
25 %
more time for advisory
Industry
Digital insurance broker, commercial focus
Size
Growing network of affiliated brokers
In use
Modus, the AI-native operating system
Versuro grew faster than its back office
Versuro today connects a growing network of affiliated brokers. With that growth, the operational load on the back office rose sharply.
Growth was never the problem. The operational load behind it was. With growth came the familiar pains:
- rising service requests
- fragmented tools
- manual rework
- growing pressure on SLAs and customer satisfaction
80 %
of working time went into administration, not advisory or sales.
Every message went through the same manual process
Each employee received more than 1,000 incoming emails and more than 100 outgoing messages per week.
Growth, more admin, more staff
More growth automatically meant more administrative work. Every task was essential, but it created no direct value and tied up capacity that was missing for advisory and sales. Versuro hit a clear ceiling.
So Versuro tackled the root cause: three structural levers
Versuro moved to an AI-native operating system: Modus. Operational control stays entirely with the broker. The AI makes no decisions. It structures information, prepares processes, and supports the work transparently and traceably.
Universal Inbox
All incoming information, whether emails, documents, WhatsApp messages, phone notes, internal chats, or data from the MVP, CRM, and to-do manager, comes together in one place, is understood automatically, and is turned into concrete tasks. Policies, claims reports, or follow-up questions land directly in the right case and the matching customer context.
1.5 hrs less back office per day
No process breaks
Before: open the email, transfer the information, switch to the MVP, enter the data twice. Today, email, MVP, and platform are fully synchronized. No system switching, no double data entry, no loss of information. The result is a seamless workflow.
A seamless workflow instead of system switching
AI-supported automation
Automatically generated email drafts, smart follow-ups, context-based reminders, pre-checking of documents, and the automatic creation of cases and tasks based on recognized content. Incoming emails are assigned directly to the right customer and set up as a structured case.
10 min less per email, 8 hrs per month
A real case, step by step
Example: address change. A case that comes up every day in any brokerage and shows what concretely changes in daily work.
Inbox · Client email
„Hello, we've moved. Please update our address for all active policies. New address: Musterstraße 12, 10115 Berlin.“
Read the email, find the client in the BMS, pull the affected policies, change the address in every policy, write a confirmation, document the case.
- Modus recognises the case type address change and automatically assigns the email to the right client and their policies.
- It creates a structured case with a task, owner and priority.
- It drafts a reply with the new address. The employee reviews and sends.
„With so many affiliated brokers, our mornings used to be mostly sorting: who wants what, which case belongs where. Today most of it is already assigned, and no one on the team starts from scratch on every email anymore.“
Operational time became revenue time
Administration hasn't disappeared. But it no longer dictates the day. The system keeps learning: with every case handled, it improves its assignments, task logic, and suggestions, and adapts to each broker's way of working.
„For us it was never about simply hiring more people, but about making sure that each new broker didn't automatically mean new manual work. Today we serve more partners with the same team, and the time we gain goes into expanding the network.“
Johann, Co-founder & Head of Data and IT, VersuroMore sales and advisory
+25 %
more time for personal customer advisory and new-client acquisition. The time gained went directly into advisory and sales.
Scaling without proportional staff growth
Growth used to come with additional hires. Today it is based on higher efficiency per employee. Versuro was able to increase business volume without growing the team to the same degree.
