Customer case study
United Insurance Pros cut rep ramp from 45+ days to 14
An insurance organization with 500+ sales agents replaced unstructured onboarding with a loop of AI practice, recorded call review, and data-driven follow-up. Ramp figures are United's own operational measurements.
Request a walkthrough of Kendo- 12 years in insurance
- 500+ sales agents in the organization
- About 8,800 insurance agents serviced
- Average sales agent age 52 to 31
The headline numbers
45+ days to 14 days
Time to baseline performance
United's measured ramp, 7-day ramp-up + 7 days to baseline.
30 days to 24 hours
Onboarding setup
Training-location flights and 7-10 Discord and Zoom days replaced by a required Kendo practice curriculum.
$3,000+ per sales agent, per month
Reported savings on wasted leads
Waylon reported this as his estimate of the wasted-lead reduction. In his words, "minimum probably $3,000 a month per person."
Before, loop, result
What changed
The same organization, the same lead sources, a different requirement in front of the phones.
Certification, then live calls
7 to 10 days of Discord and Zoom, or a flight to a training location.
2 AM trainer nights re-listening to recorded calls.
30 to 50 wasted calls in a new sales agent's first 3 to 4 days, about 3% of them closing.
Practice, review, then the phones
3 to 5 hours on Kendo before a first live call, after contracting and licensing.
One recorded one-on-one review with a manager, aimed at what the practice flagged.
Live calls, with a slip sending a sales agent back through the gate.
What the team sees now
- Day one productivity, instead of 30 days climbing to plateau numbers.
- Targeted feedback on what actually needs worked on.
- Data, not feelings, in every performance conversation.
- Trainer workload is "a lot more chill now", Waylon's own characterization.
"There's no human being who can stay up all day and night, give people access to train whenever they would like, and also provide helpful feedback along the way."
Waylon Artrip, Founder, United Insurance Pros (18:53-19:10)
The evidence
Kendo's practice-and-review loop cut ramp to 14 days
Same measure on both curves: the share of baseline performance a new sales agent has reached, plotted against days after certification. Before Kendo, new sales agents started slowly, improved in small increments, and leveled off after 45+ days. United now measures a 7-day ramp-up and 7 more days to baseline.
100% is baseline
Scroll the chart sideways to see the full 50-day range.
The operating model
How the team used Kendo
Three roles, one loop. The practice requirement is the same for a first-week sales agent and for a veteran rep who slipped. The screens below are the Kendo surfaces each part of that loop runs on.
Required practice in front of the phones
United put every new sales agent on an assigned Kendo path and would not release them to live calls until it was done.
- 3 to 5 hours of required practice before a first live call.
- One recorded one-on-one Zoom review with a manager, aimed at what the practice flagged.
- Sales agents reach the phones already in tune with the process, not learning it on live prospects.
Remediation instead of removal
When a sales agent's scores dropped below the bar, United sent them back to the same required practice rather than cutting them.
- Three hours on Kendo, then a one-on-one with the manager before returning to the phones.
- Call review decides who goes back to practice, so the trigger is the same for everyone.
- It is now part of United's SOP for getting sales agents back on track.
"Instead of saying 'too bad, you didn't do a very good job, you're gone', we said 'Hey, you didn't do well. That's okay. You have to use Kendo for three hours, then do a one-on-one with your manager to jump back onto calls.'"
Waylon Artrip, Founder, United Insurance Pros (11:00-11:39)
Review that fits inside a workday
Managers stopped listening to whole recordings and started working from the written analysis of each call.
- Kendo's insights replaced staying up until 2 AM listening to recorded calls.
- Human time goes to what the analysis flags, not to hunting for it.
- Performance talks start from a shared record rather than an opinion.
"It's no longer about 'I feel, I feel, I feel.' ... This tells me you're not a very good closer. That's okay. We can work on that."
Waylon Artrip, Founder, United Insurance Pros (10:44-13:38)
Summary
The bottom line
| Measure | Before | With Kendo | Basis |
|---|---|---|---|
| Time to baseline | 45+ days | 14 days | United's measurement |
| Onboarding setup | 30 days | 24 hours | United's measurement |
| Wasted-lead savings | Not stated | $3,000+/sales agent/mo | Waylon's estimate |
| ROI | Not stated | 180-200% MoM | From Waylon's interview |
Scale of the account: 500+ sales agents in the organization. Figures come from the recorded interview with Waylon Artrip, Founder.
"It's probably 180 to 200% month over month, easy. I don't even pay attention to when the card gets charged. It doesn't matter."
Waylon Artrip, Founder, United Insurance Pros (19:49-21:15)
"If you've got more than five agents, it's a no-brainer. This may even work better at a smaller scale getting started."
Waylon Artrip, Founder, United Insurance Pros (16:48-18:53)
See the same loop on your own calls
Walk through the call review, the targeted practice, the scoring, and the follow-up on your own recordings and success criteria.
Request a walkthrough