Every once in a while, a single moment sparks an entire shift.
This one began at a tech conference, one question from the audience, one challenge the panel couldn’t answer, and one brave voice that said, “You could just use our tool.”
That spark turned into a multi-phase, multi-solution engagement that redefined how a global insurance company trains, supports and retains over 46,000 agents across geographies.
Over the next four weeks, we’ll break down each stage of that journey. But today, we start with the full picture.
Imagine a global insurance provider with a vast network of agents spanning multiple countries outside the USA. These agents are the backbone of the company connecting with customers, driving sales, and keeping the business thriving. Yet, beneath this vital workforce, the client faced challenges that were holding them back.
Our client had a foundation in place. Learning content for their agents was delivered through a mobile and web app, providing access to onboarding material, product updates, and training modules. Lessons were sent out regularly, and activity was being tracked across platforms.
But the experience felt disconnected. Data was spread across systems, regions, and formats making it difficult to access insights when they were most needed. The tools existed, but they weren’t helping agents improve their performance or stick around longer.
Attrition was the most telling signal. Out of 46,000 agents, only 10–20% remained after their first year. Most lasted the first six months, but the drop-off between months six and twelve was steep. Every departure meant lost training investment, customer context, and sales momentum.
Yet the opportunity was just as clear. Agents who stayed beyond one year typically remained for five and became consistently profitable. Supporting agents more effectively during that critical stretch wasn’t just important; it was a business imperative.
The friction showed up at every level. New hires struggled to ramp up quickly. Active agents spent too much time looking for answers instead of closing deals. Managers lacked visibility into performance gaps, making it difficult to guide their teams or intervene early.
It was a system in motion, but not in sync.
That’s where Pangea came in. We introduced a custom-trained, role-specific AI Enablement Suite built to simplify learning, personalize support, and unify fragmented workflows. It became the foundation for a smarter, more connected way of working, helping agents succeed faster and enabling managers to lead with clarity and impact. This was not merely an exercise in AI implementation, it marked a fundamental redefinition of sales enablement at scale. By embedding intelligence into the daily operations of agents and managers, we shifted from a passive repository of resources to an active, responsive system that delivered real-time support, personalized guidance, and actionable insights. This transformation empowered sales teams to operate with greater confidence, accelerated performance outcomes, and improved long-term retention.
Over the next few editions of Techtonic Waves, we will explore each phase of this transformation in greater depth highlighting the frameworks, technologies, and decisions that enabled it. If you’ve found this valuable, we encourage you to stay connected and subscribe. The journey continues, and there’s much more to uncover.