The Company

Sungenis Insurance Agency has protected families and businesses in Bridgeton, New Jersey since 1963. Jill Sungenis runs it now. They are independent, which means they shop more than a dozen carriers on the client’s behalf instead of defending one company’s rates. Travelers, Progressive, Mercury and Hanover among them. The agency’s line is "Real people, not robots. We work for you, not the insurance company," and unlike most agency taglines, it is true. Clients stay twenty years and longer. One has been with them since 1990. The team holds an A plus BBB accreditation earned in 2013 and a 4.8 star rating from the clients who have been asked. Jill photographs wildlife in her spare time, and her pictures end up in the agency’s marketing, which tells you something about how personal the business is. Sixty three years of earned trust in one South Jersey county. The quality of the work was never the problem.

The Solution

What we did

1. GoHighLevel buildSet up the agency’s entire CRM from scratch, including 1,445 client records, and taught Jill and her team how to run it. The system they had before was not being used.
2. Review engineRan a reactivation campaign across the full client list, then automated the request so it now goes out on its own whenever a new client enrolls. Set a standing process to answer every review inside 24 hours.
3. New websiteBuilt the agency a new site. Removed the example.com privacy links, installed Google Tag Manager, put the BBB accreditation on the page, and led with the "real people, not robots" story instead of burying it.
4. AI receptionistIntegrated an AI employee to help answer incoming calls. In Jill’s words, it has definitely freed up her time.
5. Follow up automationMonthly drip campaigns, birthday and anniversary reminders, and chat on the website, so routine contact happens without anyone remembering to do it.
6. Pipeline and opportunity funnelsGave the team one view of where every quote stands, so nothing sits waiting on a person who forgot.
7. Authority AuditScored the agency on all six factors and named twelve specific trust leaks. Visibility came back strongest at 80. Expertise came back weakest at 61.
8. Social media programRegular posting to Facebook and LinkedIn on a seven month calendar, delivered with Swain Group Marketing and Promotions.
9. Ninety day re-auditEvery TW3 Marketing client is re-scored on the same six factors every ninety days. The number either moved or it did not, and the next quarter’s work is decided by which one it was.

What we learned

• The reviews were always there. Nobody had ever asked. One campaign to the existing client list did more than a year of hoping.
• Asking once is a campaign. Asking automatically is a system. The count only kept climbing after the request was tied to new client enrollment.
• Answering fast matters as much as collecting. A reply inside a day reads differently to a buyer than a reply two weeks later.
• Software nobody uses is not a system. The agency was already paying for a CRM. What was missing was the build and the training.
• Measuring again is the part most agencies skip. A score you never take a second time is a sales tool. A score you take every ninety days is a management tool.