More Applications, Fewer Hours: How A+ Insurance Designers Grew Agent Output with Onyx Platform

A+ Insurance Designers is a Dallas-based FMO founded in 2013. They partner with licensed agents nationwide to sell ACA marketplace plans across multiple carriers. What makes their operation distinct is who they serve: a large share of their clients speak English as a second language and are navigating the marketplace for the first time.

That shapes everything about how A+ runs. Their agents don't just sell. They explain plan options in someone's first language, handle customer care calls about payment failures and renewals in that language, and switch between sales and service throughout the day. When every agent is doing double duty, every hour of workflow friction compounds across the entire operation.

After running with Onyx Platform through their most recent Open Enrollment Period (OEP), the A+ team measured the difference:

• Applications per agent increased +12.5%

• Members per agent increased +13.3%

• Hours per application decreased -14.3%

Onyx has helped us increase applications per agent by 12.5% and members per agent by 13.3%. We're able to effectively manage a growing client base with greater operational efficiency. Hours per application decreased by 14.3% compared to the previous Open Enrollment Period. Onyx enables us to work smarter.

Carson Choate, CEO of A+ Insurance Designers

One System Replaced Five Workflows

Before Onyx, A+ ran on a separate CRM, a separate dialer, and HealthSherpa for policy submissions. Agents toggled between systems to look up a customer, check a policy, make a call, and log the outcome. Every handoff was lost time.

When A+ moved to Onyx, their operations department flagged a field that most CRMs don't support natively: a language tag on every customer record. For A+, that's not metadata. It's how they route work. If an agent doesn't know whether to greet someone in a specific language before the call connects, the conversation starts wrong.

Onyx brought that language data in and made it searchable and filterable. The dialer, CRM, scripting, and lead management now live in one platform. When an agent picks up a call, the customer's history, policies, and language preference are already on screen. After-call logging happens automatically. Scripts are intentionally lightweight, structured guidelines rather than rigid talk tracks, because multilingual agents need flexibility to have natural conversations. That's how hours per application drops 14% without anyone changing how they sell.

Onyx Platform also auto-detects which language a call is in and transcribes it in the correct language. For a multilingual agency, that means every call is documented accurately regardless of which language it was conducted in, without anyone doing extra work.

Missed Calls Became the Second Pipeline

Most agencies treat missed inbound calls as lost. At A+, Onyx's task system automatically creates a follow-up when a call goes unanswered, surfaced in the same workspace the agent already uses, attached to the full customer record.

The results: A+ agents complete callback follow-up tasks at a rate above 95%. Many of these callbacks convert into policies. Their recovery rate comes from eliminating the friction between "missed call" and "callback": no separate voicemail queue, no spreadsheet, no context switching. The task appears with full history, and picking up the thread takes seconds.

Efficiency Created Room to Grow

Carson Choate, CEO of A+ Insurance Designers, has since expanded the agency from purely ACA into Medicare Advantage enrollment through Onyx's HealthSherpa integration.

If your agency is growing and your per-agent numbers aren't keeping up, we should talk.