Data-driven continuous improvement
When a mid-sized insurance company rolled out a new CRM to streamline sales and policy servicing, they used WhatPulse Professional to establish a baseline and measure actual improvements. The result? Measurable reductions in administrative time and insight into where follow-up training was still needed.
The challenge
As Director of Business Operations, Ravi Patel was responsible for overseeing a digital transformation initiative within a growing insurance company. One of the biggest changes? Replacing the company's decade-old CRM system with a modern, cloud-based platform designed to reduce administrative workload and speed up customer service.
The project was ambitious, involving over 120 employees across multiple departments and a multi-month migration and training period.
"We needed a way to measure if our digital transformation was working beyond just feel-good anecdotes or internal hype. Real productivity gains were the goal." — Ravi Patel
While the CRM vendor provided usage dashboards, they lacked one thing: visibility into how much time staff were actually spending in the new CRM, and whether it reduced the time they previously spent switching between multiple systems.
The solution: A data-backed before & after
Ravi's team deployed WhatPulse Professional on all company devices prior to the CRM migration. The goal was simple:
- Establish a baseline of how much time employees spent in the old CRM (PolicyTracker) and related tools (Outlook, Excel, legacy quoting tools)
- After the migration, track usage in the new CRM (ClearSure), and see how tool usage, switching, and overall time investment changed
Key features used:
- Application-level time tracking
- Activity trend reports by department
- Timeline comparisons (pre- and post-rollout)
The analysis
Before migration:
- Staff spent an average of 4.8 hours/day in a mix of tools to manage policies and clients
- Frequent context switching between 4-6 different apps per rep
After migration:
- Average time in ClearSure: 3.1 hours/day
- Outlook and Excel usage fell sharply, indicating consolidation of workflows into the new platform
Additionally, usage data highlighted that one of the sales regions was slower to adopt the CRM, continuing to rely on spreadsheets even weeks after the switchover. This led to timely intervention with additional support and training.
The outcome
WhatPulse Professional gave Ravi and his leadership team the confidence to:
- Quantify the success of the CRM rollout
- Showcase time savings of over 1.5 hours per employee per day
- Identify where change management efforts needed reinforcement
- Build a replicable measurement process for future transformation projects
"This wasn't just about tracking clicks. WhatPulse helped us tell a real story about the impact of our changes — with hard numbers behind it." — Ravi Patel
The takeaway
Continuous improvement efforts are only as good as the ability to measure their impact. WhatPulse Professional provided a clear, before-and-after view of employee workflows, empowering Ravi's team to:
- ✅ Make smarter decisions post-rollout
- ✅ Justify ROI to stakeholders
- ✅ Improve adoption and efficiency across teams
Ready to measure the impact of your digital transformation?