Case Study · Operation

How we scaled our own brokerage's back office with Modus

Modus was developed in our own brokerage firm at SureIn. This case study describes exactly this business: a digital commercial broker with around 2,000 commercial clients.

2,000

Commercial customers via digital funnels

350

Emails per week in office-based sales

3 hrs.

up to three hours daily back for consulting

Industry

Digital insurance broker, focus on commercial

Size

Around 2,000 commercial customers, 3 to 4 people in the back office

In use

Mode as an operational layer above MVP and Outlook, live in our own operations

We grew faster than the back office

Through digital funnels, we grew very quickly to around 2,000 commercial customers. With this growth, the operational burden on our back office increased significantly.

Growth was never the problem. The operational burden behind it was. Every new customer brings ongoing communication, documents, deadlines, and processes that someone has to structure and process:

repetitive standard tasks

Follow-ups that no one must forget

tedious processes with insurers

Pressure on service levels and processing times

1 hr.

spent mornings alone just sorting the inbox before the actual work began.

Every message went through the same manual process

In an average week, around 300 emails came in and about 50 went out, plus documents from insurers. Around 350 per week.

Read

→

Classify

→

Search context

→

Shape task

→

Follow-up

Growth, more admin, more staff

More growth automatically meant more administrative work. Every task was indispensable, yet created no direct value. We were faced with a decision: scale up staff proportionally or change the way work is generated in our company.

Three structural levers instead of more staff

We have laid an operational layer over our existing systems. That is exactly what Modus is today. Operational control remains entirely with us. The AI makes no decisions. It structures information and prepares processes, we review and approve.

Link systems instead of switching between them

The operational layer sits on top of our existing infrastructure and connects it instead of replacing it. No one had to change their broker management program, migrate legacy data, or jump between multiple interfaces to complete a process.

No system change, no double data entry

Universal Inbox

Email, WhatsApp, BiPRO documents, appointments, and phone calls converge into a single inbox. Incoming messages and documents are processed automatically. Communication is transformed into structured tasks, complete with a summary, assigned responsibility, and priority.

Context is there immediately, instead of having to scroll back through three emails

Automation of recurring work

Templates for the same recurring standard cases, resubmissions now managed by the system, and reminders that trigger automatically. Draft responses are generated from the transaction and customer context. The human reviews and approves. The AI sends nothing on its own.

Structure before automation

A real process, step by step

Example address change. A process that also occurs daily for us and shows what concretely changes in everyday life.

Inbox · Customer Email

"Hello, we have moved. Please update our address for all active contracts. New address: Musterstraße 12, 10115 Berlin."

Classic · before

10 to 25 min.

Read email, search for customer in the MVP, find the affected contracts, change the address in each contract, write confirmation, document the process.

With mode · today

1 to 2 min.

Modus detects the address change transaction type and automatically assigns the email to the correct customer and their contracts.

It creates a structured process with task, responsibility, and priority.

It creates a draft response with the new address. The employee reviews and sends it.

In the past, the morning was mostly about sorting: what is important, what can wait, who is responsible, and where was the process left off. Today, most of it is already assigned, and no one starts from scratch with an email anymore.

Back office · our brokerage firm

More processes. Same team.

Administration hasn't disappeared. But it no longer dictates the day. Processes no longer get left behind, which takes the pressure off the service level agreements. And we've handed the fear of follow-ups—the worry of forgetting something—over to the system.

We grew very quickly through digital funnels, and that is precisely what pushed our back office to its limits. Today, we handle more processes with the same team because the repetitive work no longer ends up with us, and the cases reach us already structured and prepared. The back office is more relaxed, and we once again have time for the conversations that clients actually hire us for.

David, Management, SureIn

More time for consultation

up to 3 hrs.

per advisor and day, which are no longer tied up in operational routines. More than two hours of this became visible early on.

Growth without proportional staff increase

In the past, more volume would have meant more heads. Today, we handle more processes with the same team. The role in the back office has shifted: from doing the work ourselves to checking and approving work.