A leading provider of individual insurance had grown for many years by rapidly expanding its independent agency network. But in recent years, revenue growth had slowed, and the company was facing challenges with agent retention and productivity. ZS was engaged to perform a sales effectiveness assessment and recommend improvements that would accelerate growth.

ZS performed a comprehensive sales diagnostic, integrating data analysis, agent surveys, and in-person visits to over 20 sales offices. Based upon this analysis, we developed solutions in several high-priority areas, including:

  • Revising incentive and award programs
  • Instituting a resource-planning process
  • Revising agent contracting and operational guidelines
  • Redefining sales management roles and expectations

ZS formed committees with subject-matter experts to develop solutions in each area.

The initiative led to a series of coordinated changes with the distribution organization. ZS has worked with the client over the past several years to support the implementation.


The overall results have substantially changed how the company evaluates and manages its independent agency network.


As the client said, “ZS helped us truly understand the performance of our channels and to leverage that intelligence to make meaningful recommendations. These recommendations were easy to understand and execute against, and have helped us optimize sales performance.”