Pathway testimonials
Pathway success stories
Pathway has been massively impactful—our team no longer has to manually chase outstanding payments, allowing them to focus on high-value tasks. The efficiency it brings is invaluable,
— Oliver Leyens, Managing Director at Heath Crawford
Heath Crawford
Heath Crawford is a leading insurance brokerage specialising in delivering bespoke risk solutions for businesses and individuals. With a strong focus on client service and operational excellence, Heath Crawford has built a reputation for reliability and innovation. The firm continually embraces cutting-edge technology to enhance efficiency, improve client communication, and drive business growth.
By integrating Pathway’s insurance automation and workflow capabilities, Heath Crawford has successfully streamlined processes and optimised service delivery. At Heath Crawford, we believe that every business and individual can benefit from proactive, expert, and personalised insurance and investment advice.
Our goal is to make this a reality by providing access to all leading providers, backed by personable, highly qualified advisers and market-leading technology.
Défis
Reducing Low-Value Tasks and Enhancing Efficiency
Before implementing Pathway, Heath Crawford encountered several key operational challenges:
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High administrative workloads - Manual processes were consuming a significant amount of time. -
Inefficient client communication - Crucial reminders and follow-ups required substantial effort.
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Underutilised skilled staff - Repetitive tasks prevented employees from focusing on revenue-generating activities.
To overcome these issues, the company required an automated solution that would optimise its workflow and allow the team to focus on more strategic objectives.
Solution
Automating Key Processes with Pathway
Enhanced Payment Chasing & Collections
Pathway revolutionised Heath Crawford’s payment follow-up processes by automating payment reminders. This has significantly reduced overdue accounts and saved the team hours of manual work.
“Pathway has been massively impactful—our team no longer has to manually chase outstanding payments, allowing them to focus on high-value tasks. The efficiency it brings is invaluable,”
Previously, a full-time employee spent hours each week manually contacting over 100 clients regarding overdue payments. With Pathway’s automated workflows, follow-ups are now triggered systematically, drastically reducing the manual workload.
Pre-Renewal Automation: Enhancing Client Engagement
Before using Pathway, account managers had to manually remind clients of upcoming renewals. Now, Pathway automatically sends pre-renewal emails, complete with key policy details such as:
- Renewal dates
- Last year’s premium
- Risk address
“Clients now receive timely, structured renewal reminders, enhancing their experience and boosting engagement – and they absolutely love it.”
Driving Growth Through Cross-Selling
Pathway’s insurance automation has enabled Heath Crawford to implement targeted cross-sell campaigns. For example:
- Clients with private medical insurance are now offered home and motor insurance.
- Businesses with fleet policies are prompted about commercial insurance opportunities.
“Pathway has helped us identify coverage gaps and proactively offer relevant solutions, significantly improving our ability to cross-sell and generate warm leads,”
Impact & Results
🚀 50% increase in pre-renewal engagement
⏳ Automated payment chasing, reducing manual intervention
📉 Significant time savings, enabling staff to focus on revenue-generating activities
📈 Improved client retention & satisfaction
💰 Effective cross-selling, leading to higher revenue opportunities
Looking Ahead
Pathway – Our Growth Partner for the Future
Heath Crawford continues to expand its automation efforts, integrating Pathway more deeply into its workflows. Future plans include:
- Automated client feedback collection
- Further efficiency enhancements relying on automation
“Any business that doesn’t prioritise automation risks being left behind. Pathway is a key partner in our growth strategy,”
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