Growing an agency from a handful of people to dozens is something most owners remember for the late nights. At Trailstone Insurance the instructions existed. Finding the right version was almost as hard as learning the job.
For a new agent, an outdated procedure slows a quote, pulls a colleague away from their own work and makes customer service less consistent.
What Trailstone Insurance did
Trailstone moved its operating instructions out of Google Drive and Dropbox into Trainual, with short screen recordings and searchable procedures. Owner Mark Rodgers helped build the material, and the operations team keeps it up to date.
According to the Trainual case study, onboarding dropped from three to five days to one and a half days at most. The agency grew from about 10 people across four states in 2021 to 68 employees across seven states. These are company-reported figures in a vendor story. They show what happened alongside the change. They do not prove the software caused it.
What it already gives the business
Trailstone built a dependable procedural memory: how to use its tools, how to follow a workflow, how to bring a new agent up to speed. That is a strong foundation.
The published evidence describes a well-run knowledge base. It does not describe a connected AI system that spots new commercial patterns across the agency.
The ExValu perspective, a hypothesis
Where a Company Brain could take it next
Picture three signals, each shared with permission and anonymized. One producer keeps hearing that clients are confused about coverage at renewal. Another has found an explanation that builds trust. Operations sees the same question driving repeat calls.
A Company Brain could connect the three, point to the approved explanation, suggest a training update and prompt a review of the renewal process. Until it is tested against renewal and complaint data, that insight stays a hypothesis.
What an owner and a buyer would look for
Track time to competence, renewal retention, complaint rates and the share of questions answered without the owner.
A buyer finds current procedures, plus proof that expertise stays when people leave, far more convincing than a large folder of documents. Keep client information behind access controls, and reuse recorded conversations only with a proper legal basis.
The problem behind this case
Facing the same problem?
About this analysis
* The image is AI-generated and does not show Trailstone Insurance staff. The facts and figures on this page come from the published source named below.
This is an independent ExValu analysis of a published case. Facts and figures are as reported in the source below, which our team checked on October 9, 2026. The ideas for next steps are our own perspective and make no claim about conditions inside Trailstone Insurance.
Primary source: Vendor customer story, Trainual. Available at trainual.com/manual/providing-searchable-sops-and-self-sufficient-onboarding.
Research cross-check: ExValu working research, Company Brain Research 2, case inventory of October 6, 2026.