Case Study: Large US-Based Combination Wholesaler/MGA Eliminates 10-Year Backlog with ReSource Pro

Accelerates Productivity at Backlogged Firm

A large US-based combination wholesaler/MGA with more than 300 employees was struggling with an overloaded service team, more than 3,000 hours of annual overtime, and a backlog that had lingered for over a decade. The company also faced service delays and client dissatisfaction, putting its reputation at risk. ReSource Pro’s Operations Advisory team was brought in to help address the issue.

ReSource Pro analyzed the client’s workflows, tracked phone calls and tasks, assigned weighted scores to activities, and set clear productivity targets shared with employees each week. The result was a three-fold increase in productivity, elimination of the 10-year backlog within three months, and nearly all overtime removed, delivering significant cost savings and better service, profitability, and employee satisfaction.