# Three acquisitions in, they could not say how many clients they had. — Radexus

> Two agency management systems and a spreadsheet held overlapping books, so every retention and cross-sell question rested on a client count nobody trusted.

*Source: https://radexus.com/cases/resolved-book/*

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[Success stories](https://radexus.com/cases/)  /  Insurance distribution

# Three acquisitions in, they could not say how many clients they had.

- Sector: **Insurance distribution**
- Scale: **United States, mid-market brokerage**
- Duration: **3 quarters measured**
- Number agreed: **Premium retention**

In this success story
- [Resolution before anything else](#h-0)
- [The result](#h-1)

Two agency management systems and a spreadsheet held overlapping books, so every retention and cross-sell question rested on a client count nobody trusted.

A brokerage that had grown by acquiring three smaller agencies over five years. Each came with its own agency management system, its own naming conventions and its own producers. The intent had always been to consolidate onto one platform, and the migration had been deferred twice because it was expensive and disruptive and nobody could prove what it would return.

Meanwhile every question the COO asked rested on a client count that was known to be wrong. Cross-sell rate, retention, revenue per client, producer concentration: all of them divided by a denominator nobody would defend.

## Resolution before anything else

We did not migrate anything. We read all three systems in place and resolved the entities across them, which took most of the engagement. Their own operations team labelled the ambiguous pairs, because they were the only people who could tell that two similarly named contractors in adjacent counties were in fact one client with two entities and one decision maker.

Over four thousand one hundred client records merged. The resolved book was roughly eleven percent smaller than the sum of the three systems, which is a number that is uncomfortable to look at and impossible to work without.

**What became visible**Cross-sell gap. On the resolved book, a large cohort of commercial clients held one line with the brokerage and, judging by their industry and size, almost certainly held two or three more elsewhere. That list had been invisible because the clients appeared as separate records in separate systems.

## The result

Renewal work started ten weeks earlier in the cycle, driven by a due-date view that spanned all three books for the first time. Premium retention on the resolved book rose six points over three quarters.

The consolidation migration has still not happened. It may not need to, which was not the outcome anyone expected at the start.

**Premium retention**Number agreed, at renewal, book level

**4,100+**Duplicates resolved, client records merged

**+6 pts**Result at 3 quarters, on the resolved book

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