The Knupp Agency – Farmers Insurance

Client Overview

The Knupp Agency is a locally owned and operated Farmers Insurance branch based in Salisbury, Maryland. The agency provides comprehensive insurance solutions throughout Maryland and Virginia's Eastern Shore—covering homeowners, auto, life, boat, motorcycle, specialty lines, and commercial insurance products.

The Challenge

Agency owner Tiffany Knupp was seeking a more effective and efficient way to enhance both client communication and internal sales operations. The traditional approach—relying heavily on phone calls and voicemails—was leading to missed connections, delayed follow-ups, and lost opportunities.

The Strategy

We partnered with Tiffany to modernize communication at her agency. Our approach included:

• •Text-enabling the agency's landline, allowing clients to send and receive messages directly
• •Integrating a smart conversational texting platform to automate and personalize client communication
• •Streamlining appointment reminders, payment alerts, and service follow-ups through SMS

Results

• ✅3x Sales Growth: The agency tripled its sales volume within just a few months of implementing smart texting
• ✅99% Response Rate: Nearly all client texts are responded to within hours—dramatically improving engagement
• ✅Reduced No-Shows & Phone Tag: Fewer missed appointments and faster resolutions for client inquiries
• ✅Faster Collections: On-time payments improved due to automated, friendly SMS reminders

Conclusion

The implementation of conversational SMS not only streamlined operations for The Knupp Agency but also dramatically improved client responsiveness and sales performance. By embracing a smarter, faster way to communicate, the agency set a new standard for efficiency and customer engagement in the insurance space. Our solution proved to be a scalable, high-ROI investment that continues to pay dividends.