Japniwaz Kaur: Let's be honest, growing an agency is hard enough. But what if I told you that most agencies aren't held back by sales, they are held back by system. Scattered data across five tools and AMS you never fully understood. New hires that take months to onboard because there's no SOP inside. Sounds familiar, isn't it? But then you are not alone. From legacy insurance forms to the fast scaling MGAs, the back end is the silent bottleneck no one wants to talk about until now. Welcome to the episode two of “built for impact”. The last episode with Needy Butt was a banger. We decoded the front end game and today we are going under the hood. We are diving into the agency optimization services or AOS. A complete back-end transformation designed for the independent insurance agencies who want to scale without the chaos. From cleaning up years of messy data to choosing the right AMS to building bulletproof SOPs and training systems powered by AI, AOS isn't just a support. It's your agency's operational reset button. And with me is the man behind the systems. Someone who's helped transform agencies across US from the outdated to optimized Pushpendra Singh Rathore domain head AOS at FBSPL. Let's talk data, tools, themes and the truth about what's really slowing the agencies down. Pushpendra sir, let's get real from the start. A lot of independent agencies, especially in the US, look good from the outside. But what are some of the biggest back-end challenges that they are silently battling every day? The ones no one posts about on LinkedIn.
Pushpendra Singh Rathore: Thank you, Jap, for having me on Build for Impact. Honestly, the real pain points are not even glamorous, but they are costly. First, scattered data. You have files on Google Drive, some on Dropbox, some in emails, and nobody knows which is the best or latest version. Second, outdated systems. A lot of agencies are using software that hasn't evolved in years. The interface is slow, integrations are missing, and the staff doesn't trust the data. Third, untrained staff. Great people, but no playbook. So even basic tasks take longer because there's no standard way to do them. And finally, no SOPs. Everyone's reinventing the wheel every day. You hire someone new; they shadow another employee for 3 weeks. That's not scalable.
Japniwaz Kaur: So it's not the lack of effort, it's the lack of clarity and structure.
Pushpendra Singh Rathore: Exactly. The agencies are working hard but not always smart.
Japniwaz Kaur: Okay, sir. So, let's drop some truth. What's one brutally honest thing agency owners need to hear when it comes to fixing their operations?
Pushpendra Singh Rathore: Well, that software alone will not save you. I have seen agencies invest thousands of dollar into fancy CRM, AMS systems, automation tools, and a year later they are still in chaos. Why? Because they tried to automate a broken process. That's like pouring water into a cracked bottle. It's just going to leak. You need clarity fast, then systems, then automation. If your back end isn't structured, your business will always feel like a fire you are constantly putting out.
Japniwaz Kaur: FPSL has been working with insurance clients for years now. Why did you feel the need to create a separate service for the backend optimization?
Pushpendra Singh Rathore: Well, because we saw a repeat pattern. Agencies were doing amazing work on a client facing site, but internally things were always on the verge of breaking. Missed follow-ups, delays in reporting, onboarding taking too long, no real system for file sharing or communication. And in every review call, we would hear the same thing. We are growing, but we can't keep up. That's when we realized these agencies do not need just more people, they need better processes. That's how AOS was born. Not as a service to add more tasks, but as a solution to remove the clutter and create scalable systems.
Japniwaz Kaur: Now, this is important. There are so many companies offering virtual assistants or automation tools. Why should someone choose FBSPL's AOS team over the others?
Pushpendra Singh Rathore: Well, because we don't just offer people or platforms. We offer partnerships. Here's what makes us different. We look at your business like it's our own. We don't just plug people into roles. We map out your workflows, identify friction points, create SOPs, train your team, and integrate tools that actually talk to each other. And the biggest thing, accountability. It's some things not working, we fix it. If a system breaks, we update it. We stay with you through the transformations. It's not just outsourcing, it's optimization.
Japniwaz Kaur: And that folks is a game changer. Sir, this is something a lot of agency owners wonder. Everyone's offering virtual assistants, automation, and the backend support these days. What makes FBSPL AOS team approach truly different?
Pushpendra Singh Rathore: Jap, it's simple. We don't sell resources. We built your engine. Most companies will assign you people. Some will sell you software. We do neither. or rather we do more. We walk into your back end like it's our own business. We ask the right question, find the gaps and design the entire operational flow. From defining what needs to happen, who should do it, how and when it gets done. We build workflows, draft SOPs, conduct team training, and integrate tools in a way that everything speaks the same language. And most importantly, we stay accountable. We don't just drop a plan and walk away. We track it, tweak it, and make sure it works.
Japniwaz Kaur: So, you're not just handing them a tool box. You're helping them build a machine. Wow.
Pushpendra Singh Rathore: Exactly. Tools without context are just noise. We bring structure.
Japniwaz Kaur: Let's break it down, sir. For someone hearing agency optimization service for the first time, what exactly do we deliver under this offering?
Pushpendra Singh Rathore: Great question, Jab. And this is where most people underestimate what they need. Here's what AOS includes at a high level. First, data migration and cleanup. We organize your past mess so you can move forward clean. Second, AMS selection and setup. Choose the right system for your agency, not just the most popular one. Third, SOP creation and workflow design. This is where we bring clarity. Define exactly what your team needs to do and how. Fourth, tool integration. Making your software tools work with each other and not against. Training customized for your team. communication template from client emails to internal messages. We make sure the language is consistent and professional. It's a backend architecture customized for you.
Japniwaz Kaur: Now, not every agency might be ready for AOS. What is the ideal fit? Are we talking about the big companies only or does this work for the smaller firms as well.
Pushpendra Singh Rathore: Well, it's less about size, more about readiness. We work best with independent insurance agencies in the US including MGAs, brokers, M&A focused firms. Typically, they are doing a few million dollar in revenue, have a solid client base, but their internal ops haven't scaled. They are growing, but they are feeling the pain. Staff can't keep up. Training is inconsistent. Data is everywhere. and they know their back end is holding them back.
Japniwaz Kaur: So if you've got the revenue and the client but not the internal systems, AOS is your next step.
Pushpendra Singh Rathore: Exactly. If you feel like your team is burning out, just try to keep up. That's the sign.
Japniwaz Kaur: AI is a buzz word in every industry, but let's talk in real use. Why does the FBPL incorporate AI inside the AOS to actually improve the AY's back end?
Pushpendra Singh Rathore: Great question. Because we don't believe in using AI just for the sake of it. We use AI to enhance training. Our voice- based video trainings often have AI generated components that simplify concepts. We also use AI for task automation, think reminders, followup, email sorting, status updates, all the repetitive stuff that slow teams down. And finally, we help agencies set up smart workflows that adapt. So, it's not just a fixed process, it's evolve with the agency. But here is the difference. We always blend AI with human context. We don't just automate, we optimize.
Japniwaz Kaur: So the goal is not to replace humans, but to let humans do what they are best at by removing all the noise.
Pushpendra Singh Rathore: Exactly. And that's how true optimization happens.
Japniwaz Kaur: Now let's get a little technical. There are ton of tools out there, CRM, AMSs, project managers, dashboards. How do you even decide what to use for which client?
Pushpendra Singh Rathore: That's the biggest mistake most agencies make. They start with the tools instead of problems. Our approach is reverse. We start with your pain points. Is onboarding slow? Are follow-ups getting missed? Is reporting inconsistent? Then we find the tools that solve those problems best. Sometimes it's a cloud-based AMS. Sometimes it's a workflow tool like Applied Epic or a CRM like Agency Zoom. But the key is everything has to talk to each other. That's why we also help with tool integration and setup. We don't just recommend tools, we implement them, train the team and monitor performance.
Japniwaz Kaur: So instead of chasing trends, you are solving with precision.
Pushpendra Singh Rathore: Exactly. Efficiency over height every time. Let's say an agency is watching this and says yes we need this.
Japniwaz Kaur: What happens next? What is the process once we sign on with AOS?
Pushpendra Singh Rathore: So once a client signs on, we don't jump into action right away. First we audit. We take a complete look at your back end, how your data is structured, how your teams are operating, where the delays are happening. Then we map out your idle workflow and create SOPs, clear step-by-step guidelines for every recurring task. After that, we move into implementation, setting up or fine-tuning your tools, training your staff through customize video guides, and running test cycles. And finally, we offer ongoing support because systems evolve and we evolve with you.
Japniwaz Kaur: So, it's not just a one-time service. It's a full transformation journey.
Pushpendra Singh Rathore: Right. We don't walk away after delivery. We stay to make sure it sticks.
Japniwaz Kaur: Let's shift the spotlight to the people who make this magic happen. Tell us a little about the AOS team that works behind the scenes.
Pushpendra Singh Rathore: Well, our team is what makes AOS powerful. We have got a cross functional setup. System architects, insurance ops specialist, tech trainers, workflow designers and every single one of them is trained to think like a problem solver. But more importantly, we don't work in silos. Everyone collaborates. We discuss each client's journey internally, track updates live, and review progress weekly. So when a client talks to one person, they are actually benefiting from the brain power of the entire team.
Japniwaz Kaur: Now let's bring all of this to life. Tell us about that one client or maybe more who actually went through AOS process and saw the real and the measurable results.
Pushpendra Singh Rathore: Absolutely. One of our standout clients was a US-based insurance agency with over 12 years of data scattered across three systems. Every report used to take them 3 or 4 days to compile and onboarding a new client would take over a week. We stepped in, migrate their data into a single AMS, cleaned everything up, built custom SOPs for every processes, trained their entire team using voice-based tutorials, and even set up smart dashboards. In just 3 months, their operations time dropped by 40%. And on boarding time came down under 48 hours
Japniwaz Kaur: Now that's not just an improvement. I must say that's a transformation.
Pushpendra Singh Rathore: Exactly. And the best part, their team didn't feel burdened. They felt empowered.
Japniwaz Kaur: All right, sir. Let's heat it up. Extend rapid fire line answers. Are you ready?
Pushpendra Singh Rathore: Always
Japniwaz Kaur: Biggest red flag in the agency ops.
Pushpendra Singh Rathore: No SOPs
Japniwaz Kaur: Favorite internal tool?
Pushpendra Singh Rathore: Applied epic.
Japniwaz Kaur: Most ignored resource
Pushpendra Singh Rathore: Training videos.
Japniwaz Kaur: One word client says after 3 months of AOS
Pushpendra Singh Rathore: Relief
Japniwaz Kaur: Common excuse agencies give for chaos.
Pushpendra Singh Rathore: We are too busy to fix it.
Japniwaz Kaur: Most overhyped software.
Pushpendra Singh Rathore: Any CRM without a process?
Japniwaz Kaur: Most underutilized a set in any agency.
Pushpendra Singh Rathore: Uh, internal knowledge base.
Japniwaz Kaur: If operations were a movie genre
Pushpendra Singh Rathore: Thriller, everything's fine until it's not.
Japniwaz Kaur: Late night AOS fuel.
Pushpendra Singh Rathore: Chai and dashboards.
Japniwaz Kaur: One habit that changes everything.
Pushpendra Singh Rathore: Daily documentation.
Japniwaz Kaur: Your favorite part of an AOS project
Pushpendra Singh Rathore: Where the client says, "This finally makes sense."
Japniwaz Kaur: One word for AOS
Pushpendra Singh Rathore: Efficiency.
Japniwaz Kaur: One line advice for a new agency owner.
Pushpendra Singh Rathore: Build backend system before you scale.
Japniwaz Kaur: Before we wrap, any final words for the agency owners watching this, especially those who are overwhelmed and do not even know where to start.
Pushpendra Singh Rathore: Well, you are not alone. Every successful agency has faced this point where growth feels heavy instead of exciting. The truth is you do not need to fix everything today. You just need to start with clarity then build systems and most importantly find a partner who understands both your business and your kiosk. That's what we do and we are ready when you are.
Japniwaz Kaur: So what's the first step if someone wants to explore AOS for their agency?
Pushpendra Singh Rathore: Simple job. Book a free audit. No strengths, no commitments. We'll review your workflow, tool stacks, data structure, and give you an honest diagnosis of what's working, what's breaking, and what can be optimized.
Japniwaz Kaur: You heard it. Clarity begins with a single conversation. If you're serious about scaling without burning out, AOS might just be your next best decision. Thank you, Pushbendraas, for sharing so much value. This is so powerful.
Pushpendra Singh Rathore: Thank you, It's always been a pleasure discussing various insights with you. I truly value our conversation and your perspective. Once again, thank you for having me.
Japniwaz Kaur: Now, that's the wrap for the episode Built for Impact. See you next time.
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