Custom integration concept · September 2026
Prepared for Johnny Robinson, Senior Vice President
Robinson & Stith Insurance, New Bern & Greenville, NC

Robinson & Stith Insurance: AMS + IVANS + website forms → one agency view, and web leads answered like phone calls

A book-of-business dashboard for the Robinsons and Dusty Throckmorton, fed by the systems the agency already runs — plus routing so no quote or certificate request sits in an inbox.

The problem

The agency's promise is "a real, live person answers — no voicemail during business hours," and on the phone it keeps it. On the website, a quote or certificate-of-insurance request goes into a JavaScript-embedded form and arrives as an email, with no hand-off to the agency management system and no record of how long it waited. Meanwhile the numbers that run a two-office, 18-carrier book — retention, renewals due, premium by carrier, New Bern versus Greenville, lead-to-bound — live inside the AMS and carrier downloads, pulled by hand when someone has time.

How it fits together

AGENCY SYSTEMS INTEGRATION LAYER (AZURE) OUTPUTS Agency management systemApplied / HawkSoft / EZLynx (to confirm) IVANS carrier downloadpolicy + claim sync, 18 carriers Comparative raterEZLynx Rating / PL Rating (to confirm) robinsonstith.com formsquote · COI request · claim forms Google Tag Manager → GA4lead source, calls, form conversions Google Business Profile · Birdeyereviews by office (to confirm) Azure Data Factory / Functionsnightly AMS export / API, IVANS parse,GA4 and GBP API pulls Azure SQL — agency data modelpolicies · renewals · carriers · officesleads · claims · reviews, one household key Power Automate — lead routingform → AMS record → text/Teams alert,15-minute escalation timer Dataverse + Power Appsremarketing queue + COI tracker;Entra sign-in for both offices Power BI agency dashboardretention · renewals · carriers · office Web lead answered in 15 mintext + Teams alert, auto-escalation Automated alertsunremarketed at 45 days · claims 30+ days COI tracker for Greenvillerequest → issued, turnaround by AM Website sync (Evolve)live review count, hours, carrier list

What changes on day one

  • A quote or certificate request submitted on robinsonstith.com creates a record in the agency system and pings the on-duty account manager by text and Teams; if nobody claims it in 15 minutes, it escalates. The no-voicemail promise now covers the web.
  • Jimmy, Johnny and Jim open one Power BI page each morning: written premium, retention, renewals due for the next 90 days and how many are still unremarketed — split New Bern versus Greenville, personal versus commercial.
  • Premium by carrier is always current from IVANS, so contingency thresholds and the top-five concentration are visible before year-end, not after.
  • Greenville's COI requests are tracked from request to issued, with turnaround by account manager, instead of living in email threads.
  • Google reviews and rating are reported by office every week, and the live count feeds the website badge automatically.

As-is vs. to-be

TopicTodayWith the integration
Web quote / COI leadEmail from an embedded form; response time unknownAMS record + alert; median first contact measured against a 15-minute target
Renewals duePulled from the AMS by hand, per officeRolling 90-day renewal tide with unremarketed count, hurricane season overlaid
Premium by carrier and officeAssembled at year-end for contingency reviewNightly from IVANS; concentration and bonus thresholds tracked monthly
Claims serviceVisible case by case in carrier portalsOpen claims and days-to-close by carrier, with a 30-day alert
Reputation4.9★ in New Bern; Greenville thin; count unverifiedReviews and rating by office weekly; count synced to the website

Phased approach

DiscoveryWeeks 1–2Confirm the AMS vendor, rater and form vendor; map export or API access and IVANS file formats; agree the household key and the handful of KPIs the Robinsons want on page one; confirm Power BI licensing (Pro per viewer) or the no-licence web option.
BuildWeeks 3–8Azure SQL model and nightly loads; Power BI dashboard (both offices, all lines); Power Automate lead routing and escalation; Dataverse COI tracker; GA4 and GBP connectors. Parallel-run against the AMS reports for two weeks.
Go-liveWeeks 9–10Cut the website forms over with Evolve; train account managers on the queue and the tracker; hand over the dashboard with a 30-day check-in; alerts tuned to the agency's actual volumes.
Also worth knowing: BICS can stand up a private AI server in the agency's own Azure tenant so account managers can ask questions of policy documents and carrier guidelines without client data leaving the firm; and Power Apps can put the renewal remarketing queue on account managers' phones for both offices. Systems marked "(to confirm)" are inferred from the agency's size and carrier list, not verified.