Your CSRs shouldn't spend half their day chasing requests.
DiamondSoft Technology (DST) helps independent insurance agencies make service work reliable, from intake to follow-through, with a digital workforce that handles the busywork while your team stays in control.
Sound familiar?
Service requests are the engine of your agency. But when the process depends on memory and manual follow-up, things slip.
Requests scattered across inboxes
Policy changes, COI requests, and client questions come in through email, voicemail, and carrier portals. They stay scattered until someone remembers to check.
Ownership is unclear
"I thought you were handling that" is a regular conversation. Requests bounce between CSRs, and clients end up repeating themselves.
Follow-up depends on memory
Renewals, endorsements, and document requests move forward when someone thinks to check. When they don't, things stall and clients notice.
Problems surface too late
You find out something's stuck when a client calls to complain, not before.
It's not a people problem. Your team is working hard. It's a systems problem, and there's a better way.
A digital workforce built for agency operations
DST builds and maintains AI-powered assistants that work alongside your team, capturing requests, routing work, following up, and surfacing what's stuck.
Intake & Routing
Requests from email, voicemail, and carrier portals get captured, classified, and routed to the right CSR with the context they need to act. No more digging through inboxes.
Review & Compliance
Submissions and policy change requests get checked for completeness before they go to the carrier. Gaps get flagged early. Your team isn't chasing missing information after the fact.
Knowledge & Process
Consistent answers to routine questions. Suggested next steps for common requests. Less "let me ask someone" and more confidence, especially for newer staff.
Common workflows we support
These are the requests that drive daily work, and where dropped balls hurt the most.
Policy Changes & Endorsements
High volume, lots of back-and-forth. Your workforce captures the request, routes it to the right person, tracks progress, and flags anything stalled before the client follows up.
Certificate of Insurance (COI) Requests
Tight deadlines, specific wording requirements. Your workforce captures the request details, checks for completeness, and tracks through delivery so nothing slips through the cracks.
Renewal Follow-Up
Renewals require discipline: outreach, document collection, client decisions. Your workforce keeps the pipeline visible, automates reminders, and surfaces accounts that need attention.
We work with your systems
DST integrates with the tools you already use. We're not here to replace your AMS or overhaul your tech stack. We add a reliability layer on top of how you already work.
We work with common agency management systems, including Applied Epic, AMS360, Hawksoft, and others, as well as Outlook, Gmail, and carrier portals.
If something in your current setup is creating friction, we'll tell you and recommend a change only when it genuinely improves reliability.
Your team stays in control
Your digital workforce supports your CSRs and account managers. It doesn't replace them. Client relationships, decisions, and approvals stay with your people.
Review before it goes out
Drafts and suggested actions get reviewed before they reach clients or carriers. You decide what gets automated and what stays manual.
Escalation that works
Stuck requests, missed deadlines, and unusual situations get flagged to the right person before they become complaints.
Full visibility
You always see what's in progress, what's done, and what needs attention. No black boxes.
How we work with agencies
DST is a partner, not a vendor. We start small, prove value, and expand from there.
Discover
Map your workflows, identify where things break down, define what success looks like.
Design
Create a reliable system with clear ownership, routing, and escalation, with you in control.
Implement
Build your workforce, integrate with your systems, pilot with real work, then expand.
Maintain
Monitor outcomes, tune behavior, and grow coverage as your agency evolves. We stay involved.
Why agencies choose DST
Built for service work
We understand agency operations: the request volume, the carrier complexity, the client expectations. We're not generic automation. We're built for this.
Partner, not vendor
We work alongside your team, learn how your agency actually runs, and stay accountable to outcomes, not just deliverables.
A living workforce
Your agency changes. New staff, new carriers, new service offerings. We stay involved to keep your workforce aligned with reality.
Ready to stop chasing requests?
Tell us what's falling through the cracks at your agency. We'll show you where to start.
Let's Talk