Start with the work your agency repeats
Write down three journeys your team handles regularly: a new inquiry, an existing client asking for help and a renewal follow-up. For each, record the current handoff, the systems involved and the point where context gets lost. Those examples become the agenda for a product demonstration.
Use fictional names and sample records in a demo. A useful evaluation does not require uploading a real client list or sensitive policy information.
Use a scorecard with evidence, not checkmarks
| Area | What to ask the provider to demonstrate | Evidence to keep |
|---|---|---|
| Lead ownership | Assign an inquiry, change its owner and show the next action. | Owner, task and due time remain visible after the handoff. |
| Conversation history | Find an earlier note and connect a reply to the correct record. | One clear timeline without exposing another team’s records. |
| Renewal follow-up | Schedule a task, change the date and show how exceptions are handled. | The correct person receives one reminder at the intended time. |
| Agency permissions | Compare what an owner, manager and agent can see and edit. | Each role has appropriate access and an accountable change history. |
| Outbound messages | Explain sender setup, consent records, opt-outs and usage charges. | Requirements and limits are clear before anything is sent. |
| Data portability | Show an export and explain which fields and attachments it includes. | A usable sample export and a written description of limitations. |
Walk one inquiry all the way through
- Create a fictional inquiry and identify how it entered the system.
- Assign a responsible agent and a next action with a due time.
- Add a note that another teammate needs to understand.
- Hand the record to that teammate and check the permissions.
- Prepare a follow-up as a draft. Confirm the sender and recipient.
- Close the task and inspect the activity record.
Repeat the same scenario on a phone. A workflow that only works comfortably on a large monitor may create friction for agents working between appointments.
Separate CRM work from policy administration
A CRM can organize relationships and follow-up without being your carrier portal or policy administration system. Ask which source owns policy status, premium information, documents and producer details. Confirm whether a connection is live, manual, planned or unavailable.
When a provider says “integrated,” ask to see the actual direction of the connection, the fields exchanged, the refresh timing and what happens when an update fails. A logo on an integrations page is not proof of a complete workflow.
Evaluate automation with an exception
A sequence is easier to demonstrate when everything goes to plan. Also test a reply arriving early, an agent changing ownership and a contact opting out. Ask how the workflow stops, who sees a failure and how someone can review a draft before it goes out.
For AI features, ask which actions are suggestions and which can create tasks, change records or send messages. Check permissions and review controls in the actual plan you intend to buy.
Compare the total operating cost
Keep license costs separate from onboarding, phone numbers, calling, text segments, email usage, storage and optional connections. Ask what happens when a limit is reached and which settings control further spend. Compare the same expected workload across providers instead of comparing headline subscription prices alone.
Before committing, keep a written list of the features demonstrated, the features still in development and the setup work your own team must complete.
Turn the evaluation into an onboarding plan
Choose one workflow and a small team for the first rollout. Name the person responsible for importing data, validating permissions, checking sender setup and answering agent questions. Review the first week’s exceptions before expanding to everyone.
Explore Lyntura for insurance teams, review the current integration roadmap and use our CRM workflow automation guide to plan the first sequence.
Talk through your agency’s workflow
Bring your actual workflow and ask the team to show current capabilities and availability.
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