Case Study: First West Insurance achieves a single view of customers and streamlined operations with Applied Systems' Applied Epic

First West Insurance empowers employees with a change management strategy

First West Insurance, a Penticton, B.C.–based brokerage with 230+ employees across 16 offices, was hampered by four different regional management systems. The fragmented setup created manual work, poor visibility of client and policy data between branches, and inefficiencies that made it difficult to manage operations consistently across the organization.

First West completed a 16‑month, phased enterprise conversion to Applied Epic, standardizing systems and automating workflows to deliver a single view of customers and policies across all locations. Strong change management — leadership champions, gamified e‑learning called “The Amazing Epic,” and continuous training — drove adoption; the result was improved operational efficiency, greater policy visibility, and more time for staff to focus on selling insurance.

First West Insurance

Tim Mackie

Vice President of Sales