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Picture this: You're running a thriving insurance brokerage in Saskatchewan. Your team handles 400-500 transactions daily. Clients walk in. Phones ring constantly. Your single receptionist is drowning.
We've just found that like a single receptionist is getting completely overwhelmed by it
explained Brock Longworth, COO of Cornerstone Insurance Services.
The revenue from it doesn't justify us bringing on two, three, four receptionists.
But the numbers told a brutal story: Over 50% of calls went unanswered. Clients hit voicemail. Messages piled up in shared inboxes. Response times stretched longer than anyone wanted to admit.
Cornerstone faced a uniquely Canadian challenge: Saskatchewan's government-run auto insurance created massive phone volume from non-clients needing license plates, registrations, and vehicle renewals.
If I called in and said, hey, I want to renew my plate, it's going to see that I also have home insurance here, but I'm not calling about the home insurance
Brock explained.
I need to go to the auto group, not to the broker assigned to my home file.
The company needed intelligent routing that understood context - not just blind transfers.
Cornerstone tried everything: Opening overflow calls to the entire team (pulled high-value brokers from revenue work), hiring more staff (couldn't find talent in their small town), accepting the voicemail chaos (clients complained constantly).
Beth Wiebe, Director of Operations, summed up the pain: "I live PTSD when it comes to phone systems."
When Brock heard about AI phone solutions at a Greenwich Group meeting, he knew immediately: "That's what we need."
Within weeks of implementing Sonant, the results were dramatic:
Staff productivity jumped 43% - from 70 tasks per day to 100. Why? Because Sonant pre-collects information like plate numbers and registration terms, cutting 25-30% of the workload off each transaction.
Every single call gets answered, instantly, 24/7. No more 50% abandonment rates. No more voicemail backlogs.
Brokers stay focused on revenue work instead of fielding basic routing questions or government auto transactions.
Sonant doesn't just answer phones - it understands Cornerstone's complex workflows:
"The accuracy is 100% on phone numbers," noted Diogo from Sonant's team. No more missing digits. No more "can you confirm this number?" back-and-forth.
Perhaps most telling: Clients love it.
I'd be elated if we started getting clients saying, hey, your receptionist is really nice (...) That would be like a big win.
Brock shared
That win came faster than expected. The AI handles questions about hours and locations, transfers smoothly to brokers, and even maintains conversation context across multiple calls.
Cornerstone added an auto-dialer giving callers a choice: "Press 1 for immediate assistance from our AI, Press 2 to wait for reception." About two-thirds choose the AI. The others wait 10-15 minutes.
What started as a solution to answer phones evolved into something more powerful. Brock reflects: "I'm finding that the potential of this thing to take easy phone calls and not have a human being disturbed is probably very vast. I feel like transferring phone calls was probably just the tip of the iceberg."
I'd be elated if we started getting clients saying, hey, your receptionist is really nice (...) That would be like a big win.
The team discovered the AI could handle coverage questions with perfect regulatory compliance, direct tenant insurance inquiries to self-service options better suited to that type of transaction, and even identify which callers require broker attention versus routine processing.
Perhaps most valuable: complete visibility into previously unknown call volume. "We're now aware of how many calls were hitting our office that we weren't even aware of before," Beth notes. "At least now they're getting the bot and we're able to get back to those clients."
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