Case Study: Erb & Young triples CSR capacity with GloveBox

How One Agency Doubled Their Revenue & 3X Their CSRs Productivity

Erb & Young, an independent personal and commercial lines agency with 11 locations in Florida and about $6M in revenue, was struggling to scale service operations as it grew through acquisitions. With 20 CSRs managing a large book of business, the agency needed a better way to handle increasing client demand without overloading staff. It turned to GloveBox to add a self-service option for customers and improve service efficiency.

Using GloveBox’s client self-service tools, including mobile apps, a desktop client portal, and service forms, Erb & Young expanded what its service team could handle. The agency said GloveBox tripled CSR capacity, increasing households per rep from about 400–500 to 1,400–1,500, with 50–60% client adoption. According to Brett Young, GloveBox became one of the agency’s most impactful technologies and a key driver of efficiency and growth.

Erb & Young

Brett Young

Erb & Young