A while back, during one of our many team meetings with my coworkers and our four bosses, we were discussing the topic of documenting our work and paper files. Ah, paper files—such a nostalgic part of our agency’s history. One of my coworkers jokingly asked if our boss had ever actually touched those files, to which he replied, “Every single one of them.” We all laughed, and while he took the playful jab in stride, it made me stop and think—when was the last time I pulled out a paper file?
Here’s the story of how (and why) our agency went paperless and moved to a digital “file cabinet” with HawkSoft.
Ditching the paper trail
At the tail end of September 2024, our agency decided to take the plunge and switch to HawkSoft. Before that, we were using an older, more chaotic system that was difficult to navigate. While we weren’t entirely reliant on paper files anymore, we still kept them around for certain documentation.
Making the switch to a more efficient system didn’t come without its challenges. As we all know, coordinating more than one person for anything can be tricky, and making sure everyone is on the same page during a major change requires extra effort. The transition was especially challenging for us because we operate from two locations, and coordinating between them to make sure we were fully utilizing the new system added another layer of complexity.
However, as with any challenge, we adapted. The beauty of HawkSoft lies in its flexibility and its ability to centralize all of our operations in a single, cohesive platform. Slowly but surely, we began to see the system’s true potential, as tasks that once took hours were now completed in minutes. Over time, the more we used the system, the more we realized the transition was well worth it.
The transition wasn’t just about implementing new software; it was about rethinking how we work as a whole. We improved collaboration between locations, embraced more efficient workflows, and ultimately made life easier for both our team and our clients.
The key to mastering any new tool, particularly one as robust as HawkSoft, is training and consistency. In the beginning, there were plenty of trial-and-error moments. But with HawkSoft’s helpful customer service team and some dedicated internal training, we quickly became more confident in using the system. Our team members, who were initially hesitant to part with their beloved paper files, began to embrace the digital workflows and quickly saw the benefits.
Benefits of going digital
Looking back, the process wasn’t as daunting as we once thought. While there was some initial resistance—understandably so—it was quickly outweighed by the system’s capabilities. Not only has it streamlined our daily tasks, but it has also provided valuable insights into our operations, helping us make more informed decisions.
Now, don’t get me wrong, I’m still an old school girl who loves her sticky note reminders. But I have to admit, the reality of how much the internet and modern technology have transformed the way we work is undeniable. The benefits of using an online management system in the insurance world are clear.
From streamlining workflows and improving client communication to ensuring compliance and reducing errors, these systems make day-to-day operations much more efficient and organized. Embracing digital tools not only saves time but also enhances customer service and supports business growth. The future of insurance is undeniably digital, and adopting a reliable management system is a forward-thinking decision that will help agencies stay competitive.
Don’t forget the face-to-face
While online management systems offer incredible benefits, it’s equally important to remember the value of face-to-face communication. In an industry as personal as insurance, digital tools can never fully replace the trust and connection that comes from direct, in-person interactions. Face-to-face meetings allow agents to truly understand their clients’ needs, offer personalized advice, and build stronger relationships.
This personal touch helps establish trust—crucial in an industry where clients are entrusting us with their most valuable assets. Whether discussing policy details or addressing concerns, face-to-face communication ensures clients feel heard, understood, and valued—something no system can replicate. So while technology plays a vital role, maintaining that human connection is also key to lasting success in the insurance industry.
Author
Natalie O’Rourke
Shore-Murphy & Associates
Greenup, IL
