Switching platforms is a big decision. You're betting your operation on software you haven't fully stress-tested, asking your team to learn new workflows, and hoping nothing breaks along the way.

Andrew Eachon, owner of Century Benefits, wasn't willing to take that bet all at once. So he didn't.

Starting Small With One Team

Century Benefits runs multiple agent teams remotely and out of offices in Portland and Vancouver. When Eachon started evaluating Onyx Platform, he saw an opportunity to test without disrupting his core operation. Rather than migrating everyone at once, he brought a single sales team on first.

That team was already managing their own workflows and had flexibility in how they operated. It was a chance to see how the platform performed in real conditions, with real calls and real compliance requirements, before making a bigger commitment.

If Onyx delivered, he'd have months of real data to justify moving the rest of the agency. If it didn't, the core operation would keep running without interruption.

Five months later, the data was clear.

What Five Months Revealed

The improvements showed up in day-to-day workflows and overall performance. On Onyx, customer information loaded automatically when a call connected. Scripts appeared based on what the agent was selling. When a policy came through from Sunfire, the enrollment data pre-populated so agents could review and submit in a few clicks instead of rebuilding the record from scratch. After-call notes wrote themselves.

The platform also gave sales managers a cleaner view of performance. Eachon's team worked with Onyx to customize their scoreboard to show only what mattered: inbound calls taken, policies sold, closing percentage, and billable hours. Five data points on a TV screen, refreshing every 15 minutes.

None of this was theoretical anymore. Eachon had months of real performance data from agents doing real work.

Moving the Whole Agency

After the pilot, moving the whole agency felt obvious.

The risk that made Eachon hesitant in the first place had been tested and answered. He knew how onboarding worked because he'd already done it. He knew which questions agents would ask because the initial team had already asked them. He knew what training looked like and how long it took for people to get comfortable.

Century Benefits brought everyone on in early 2026. The agency's operations manager handled the rollout from one of their offices. On launch day, only a handful of last-minute questions came up. "Pretty smooth, everybody's happy," they told the Onyx team on their daily checkin call.

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.