Protect retention. Free your producers. Skip the CSR hire.
SBSO runs servicing, renewals, COIs, and carrier follow-up inside your AMS — and books review and cross-sell appointments for your producers — so your agency grows without adding headcount.
Service work is eating the time that should go to selling.
Producers are stuck doing CSR work
Every endorsement and COI a producer handles is an hour not spent writing new business.
Renewals slip through the cracks
No one owns the 60/90-day renewal review, so rate increases land on clients without a call — and they shop.
Hiring a good CSR takes months
Licensed, experienced CSRs are expensive and hard to find, and training a new one pulls your best people off their desks.
Cross-sell opportunities go untouched
Monoline clients sit in your book for years because no one has time to call them about an account review.
What we run inside your agency
Pick one function or several. Each is built around your systems, documented in SOPs, and supervised daily by SBSO.
Policy servicing & endorsements
Endorsements, ID cards, policy changes, and client requests processed in your AMS with notes logged every time.
Same-day COIs
Certificates of insurance issued and tracked same day, with additional-insured and waiver requests routed for approval when needed.
Renewal tracking & remarketing
Renewal reviews scheduled ahead of expiration, remarket quotes prepared, and at-risk accounts flagged before they leave.
Producer appointment setting
Account-review and cross-sell appointments booked onto producer calendars — so producers spend their time quoting and closing.
Carrier follow-up & downloads
Underwriting follow-ups, missing-document requests, and download reconciliation so your AMS stays accurate.
Billing & cancellation saves
Payment reminders, pending-cancellation outreach, and billing questions handled before a policy lapses.
Don't see yours? Specialists are matched and trained on your exact stack before they start.
From signed agreement to a running operation in about 4 weeks.
One flat monthly fee. We handle the heavy lifting — you make the decisions that matter.
We get to know your business
Your goals, your tools, and the work you want off your plate.
You choose your hire
We recruit and screen. You make the final call.
We build the operation
Your processes documented and your specialist trained on them.
You go live
Supervised daily, measured on the KPIs you set.
Freelancer, virtual assistant, or a managed service?
Large companies pay outsourcing firms millions to run entire departments as a managed service — dedicated teams, supervisors, documented processes, and KPI reporting. SBSO brings that same model to owner-led businesses, for one flat monthly fee built around small-business margins.
| RecommendedSBSO managed service | Option 2Virtual assistant | Option 3Freelancer | |
|---|---|---|---|
| What you actually get | A running operation: staff, a supervisor, SOPs, and KPIs | An assistant placed with you | A person who completes tasks |
| Who manages the work | A dedicated SBSO supervisor, every day | You | You |
| Languages | Every specialist is bilingual: English & Spanish | Varies | Varies |
| Processes | Mapped by our onboarding team and written into SOPs | You train them yourself | In their head — or yours |
| How you know it's working | KPIs you set and regular performance reports | Hours logged | You check in |
| Help growing the business | Suggestions on what to fix, streamline, and hand off next | Not their job | Not their job |
| When someone leaves | The SOPs stay with your business | You retrain the next person | The knowledge leaves too |
| How you pay | One flat monthly fee | Hourly, per assistant | Hourly or per project |
| Best for | Owners ready to grow without adding overhead | An extra pair of hands | One-off projects |
What owners ask before the first call
Are your specialists licensed agents?
Our specialists handle unlicensed service work — servicing, COIs, data entry, follow-up, and scheduling. Anything that legally requires a licensed agent, like binding coverage or giving coverage advice, stays with your licensed staff. We'll map that line with you on the discovery call.
Which agency management systems do you work in?
EZLynx, AMS360, HawkSoft, Applied Epic, QQCatalyst, NowCerts, and similar. Specialists are matched to the systems you already use and work under the access you grant.
Can you book appointments for our producers?
Yes. Specialists call renewals and monoline clients to book account reviews and cross-sell conversations directly onto producer calendars.
How long until we're up and running?
About 4 weeks from signed agreement. We'll walk you through the plan on your discovery call.
Can your team talk to our Spanish-speaking customers?
Yes. Every SBSO specialist is bilingual in English and Spanish, so Spanish-speaking clients get the same service on endorsements, COIs, renewals, and billing.
Who manages the person doing the work?
We do. A dedicated SBSO supervisor manages daily performance against the KPIs you set — like COI turnaround and renewal-review completion. You review outcomes, not people.
Do we get to choose who works on our account?
Yes. We source, screen, and skills-test candidates, then you interview 2–3 finalists and choose your hire yourself. Your dedicated supervisor then trains them on your SOPs before go-live.
What does it cost?
One flat monthly fee — no hourly billing to track. We quote it after the discovery call, once we know which functions and roles you want covered.
Pick a time. Talk to Josh directly.
30 minutes with the founder — not a sales rep. We'll map what's eating your week and tell you honestly whether a managed operation fits.
What you'll get on the call
- A list of the tasks we'd take off your team first
- The KPIs we'd measure and report on
- A flat monthly quote and a 4-week start plan if it's a fit
- An honest "no" if it isn't