Summit Risk Partners: 100% COI Coverage and Zero Underwriter Rejections

Executive Summary

Summit Risk Partners nearly lost their biggest client—$420K in annual premiums—because of a COI gap they didn't catch. An uninsured subcontractor got hurt on a job site. The certificate had expired 45 days earlier. Nobody noticed until the general contractor was staring down $250K in liability.

The CFO's email was brutal: "Summit promised proactive subcontractor insurance management. You delivered spreadsheet chaos. We're evaluating other brokers."

That got everyone's attention.

Michael Torres, Summit's Commercial Lines Director, had 90 days before the client renewal decision. His team managed COI tracking for 200+ subcontractors across 35 contractor clients. Manual spreadsheet process. Thirty hours weekly chasing certificates. Fifteen percent of subcontractors had coverage gaps at any given time. Twelve underwriter rejections annually because of documentation failures.

We deployed Newf Advisory fractional risk management plus AlignSure's COI tracking module, bound straight into their Microsoft 365 environment. Ninety days later: 100% COI coverage. Zero underwriter rejections for eight straight months. Eighty percent reduction in management time. Four-month ROI. And that threatened client? They're now showing prospects Summit's real-time compliance dashboard as proof of why they picked the right broker.

Industry: Insurance Brokerage (Commercial P&C) Organization Size: 45 employees, $18M annual revenue Client Focus: Construction contractors, professional services firms Regulations: State insurance regulations, COI requirements, E&O risk management Implementation Timeline: 12 weeks ROI Payback Period: 4 months

The Challenge

When Your Value Proposition Becomes Your Liability

Michael Torres built Summit Risk Partners' reputation on white-glove service for construction contractors. Deep industry expertise. Proactive risk management. And—supposedly—systematic subcontractor insurance tracking.

Here's what contractors care about: general contractors can't let uninsured subcontractors on job sites. One incident with an uninsured worker creates catastrophic liability. Summit's pitch was simple: "We'll manage your subcontractor COI compliance so you don't have to."

Except they weren't really managing it. They were surviving it.

By 2024, Summit tracked COIs for 200+ subcontractor relationships across 35 general contractor clients. Each subcontractor needed:

• General Liability insurance (minimum $1M per occurrence)
• Workers' Comp certificates (state-required coverage)
• Auto Liability for vehicles (minimum $500K)
• Additional Insured endorsements naming the general contractor
• Waiver of Subrogation endorsements

Requirements varied by project, client specs, and jurisdiction. Summit's account managers tracked everything in Excel.

Thirty Hours Weekly Doing What, Exactly?

Here's how Summit's team spent 30 hours every week:

12 hours collecting certificates. Manually requesting updated COIs from subcontractors 45 days before expiration. Following up on non-responses. Downloading certificates from email attachments.

10 hours verifying coverage. Manually reviewing each certificate to check coverage limits, policy dates, additional insured status, waiver of subrogation language, certificate holder info.

5 hours identifying gaps. Cross-referencing active job schedules against the COI database to find expired or missing certificates.

3 hours on client reporting. Updating client dashboards (manually created Excel reports) showing subcontractor compliance status.

Thirty hours weekly. That's 75% of one full-time employee just chasing paperwork.

The Fifteen Percent Nobody Talks About

Summit's internal audit revealed something embarrassing: at any given time, approximately 30 of 200 subcontractors (15%) had coverage gaps.

Eighteen with expired certificates requiring renewal. Eight with missing certificates—never submitted initially. Four with inadequate coverage limits (certificate showed $500K when client required $1M).

These gaps created liability exposure for Summit's contractor clients. And E&O (Errors & Omissions) risk for Summit's brokerage.

Twelve Annual Underwriter Rejections

Summit's contractor clients submitted pre-qualification packages to project underwriters for surety bonds, project bidding, large contracts. These packages required proof of subcontractor insurance compliance.

When underwriters reviewed Summit's COI documentation, they rejected packages 12 times annually because:

• Expired certificates included in submissions
• Missing additional insured endorsements
• Inadequate coverage limits
• Incomplete documentation (no waiver of subrogation proof)

Each rejection delayed projects 2-4 weeks and damaged Summit's reputation. Contractors told them directly: "We chose you because you were supposed to handle this. Your failures cost us opportunities."

The $250K Wake-Up Call

February 2024: Summit's largest contractor client discovered an uninsured subcontractor working on a $2.5M commercial build. The subcontractor's general liability certificate had expired 45 days earlier. Summit's manual tracking missed the renewal deadline.

When a workplace injury occurred involving the uninsured subcontractor, the general contractor faced direct liability exceeding $250K. Eventually settled for $180K.

The contractor's CFO sent the email that changed everything:

"Summit Risk Partners promised proactive subcontractor insurance management. Instead, we discovered coverage gaps only after suffering financial losses. Your manual tracking failed. We're evaluating alternative brokers who can deliver on compliance promises."

Summit had 90 days until the client renewal decision. Losing this client meant losing $420K in annual premiums. More importantly, it meant losing the reputation they'd spent years building.

Michael Torres and Summit's CEO, Jennifer Park, faced reality: COI tracking failures weren't operational inefficiencies. They were existential business risks threatening client retention, creating E&O exposure, and undermining competitive positioning.

The Solution

Week One-Two: Stop Pretending, Start Measuring

Summit engaged Newf Advisory for a fractional Chief Risk Officer engagement focused on COI compliance transformation. Not to buy software—to figure out what was actually broken and how to fix it.

The Newf advisor reviewed Summit's 200-subcontractor database, sample certificates, client service agreements, E&O insurance policy, account manager workflows, historical underwriter rejections, and client satisfaction surveys.

The assessment wasn't pretty:

Coverage gaps: 30 of 200 subcontractors (15%) had active issues. Sixty-seven had certificates expiring within 90 days. Average gap duration was 28 days between expiration and discovery. Longest undetected gap: 118 days—nearly four months of a subcontractor working without current coverage.

Process inefficiency: 30 hours weekly on manual COI tasks = 1,560 hours annually = $95,000 in labor costs. Eight percent manual verification error rate (incomplete reviews missing coverage issues). Fourteen-day average lag between data changes and client dashboard updates.

Business risk quantification: $500K potential E&O claim if coverage gaps led to client losses. $1.2M in contractor client premiums threatened by compliance failures. Competitive disadvantage requiring systematic COI tracking to win new business.

Root cause identification found three systemic failures:

No automated reminder system—Excel doesn't send alerts, account managers checked manually but missed renewals. No centralized verification workflow—reviews happened in email inboxes, not systematic processes. No real-time client visibility—clients got monthly static reports, couldn't check current status on-demand.

Week Three: Design an Ecosystem, Not Another Tool

The Newf advisor didn't pitch standalone COI tracking software. Summit had evaluated those. They rejected them because of adoption concerns—account managers resisted new logins, subcontractors complained about unfamiliar portals, clients wanted data in familiar formats.

Instead, he designed an integrated ecosystem:

Newf Advisory oversight: Quarterly compliance audits, E&O risk reviews, client service excellence monitoring AlignSure COI tracking module: Automated workflows bound to Microsoft 365 (Outlook, SharePoint, Teams, Power BI) Newf Data integration: State insurance regulation monitoring, COI requirement updates, industry benchmarking Client portal: Real-time COI dashboards for contractors (Power BI linked to AlignSure data)

The implementation roadmap included automated expiration reminder workflows, certificate verification checklists aligned to underwriter requirements, client self-service portal architecture, account manager workload redistribution freeing 30 hours weekly for relationship building, and ROI projections showing 4-month payback.

Weeks Four-Six: Bind It to What They Already Use

AlignSure integrated directly with Summit's existing Microsoft 365 Business Premium subscription. No new platform adoption. Just existing tools working smarter.

SharePoint became the COI repository. Centralized document library with metadata: subcontractor name and contacts, insurance carrier and policy numbers, coverage types (GL, WC, Auto, Umbrella), coverage limits and deductibles, policy effective and expiration dates, additional insured and waiver of subrogation status, certificate holder info, upload date and version history. Automated approval workflows: subcontractor uploads certificate → AlignSure verification checklist → account manager review → client notification. Full-text search across all certificates. Granular access permissions—account managers saw their clients, clients saw their subcontractors, compliance officer had global view.

Outlook handled expiration reminders. Automated sequence: 90 days before expiration (email to subcontractor with upload link), 60 days (follow-up with account manager CC'd), 30 days (urgent notice with account manager and client notified), 7 days (critical alert), day of expiration (automatic "EXPIRED" status with emergency notifications). Calendar integration showing upcoming expirations. Auto-generated tasks when new COIs uploaded.

Teams managed approvals. "COI Compliance" channel for collaboration. Workflow: subcontractor submits → Teams notifies assigned account manager → quick approve/reject with comments. Real-time alerts for gaps or approaching deadlines. Mobile notifications so account managers could respond from the field.

Power BI created client dashboards. Connected to AlignSure database for real-time reporting. Client self-service dashboard showing: total subcontractors and current compliance percentage, list of subcontractors with expiring coverage (30/60/90-day views), coverage gap report (expired or missing certificates), subcontractor detail pages (view certificates, coverage limits, endorsements), historical compliance trends. Embedded in client portal (secure SharePoint site) for 24/7 access.

OneDrive synchronized everything for mobile access. Offline sync, mobile alerts, field access during job site visits.

Weeks Seven-Nine: Fix Two Hundred Relationships Systematically

Summit's account managers, guided by the Newf advisor, executed a structured 200-subcontractor migration campaign.

Phase One: Critical gap closure (30 subcontractors with expired/missing COIs). Priority: subcontractors actively working with coverage gaps. Generated personalized outreach emails using AlignSure templates with secure upload links. Tracked engagement (email opened, link clicked, certificate submitted). Escalated non-responsive subcontractors to phone calls. Notified clients of gaps and remediation progress. Result: 28 of 30 critical gaps closed within 21 days. Two subcontractors removed from approved vendor lists due to inability to secure coverage.

Phase Two: Proactive renewal (67 subcontractors expiring within 90 days). Configured automated 90-day renewal reminders. Initiated early conversations. Pre-populated upload forms with existing data to reduce friction. Result: 89% renewal rate before expiration (60 of 67 renewed on time). Seven required follow-up but renewed within 14 days.

Phase Three: Historical upload (103 current subcontractors). Uploaded existing valid certificates to SharePoint. Added metadata (expiration dates, coverage limits, endorsements). Verified coverage adequacy against client requirements. Result: Complete historical database migrated in 30 days.

Phase Four: Client rollout. Conducted training webinars demonstrating new self-service dashboards. Provided portal access credentials and user guides. Scheduled quarterly business reviews to discuss compliance trends. Result: 100% client adoption within 45 days. Clients reported "dramatic improvement in transparency and confidence."

Weeks Ten-Twelve: Turn Underwriters into Advocates

With systematic COI tracking operational, Summit proactively engaged surety underwriters and project qualification reviewers.

They generated comprehensive subcontractor insurance compliance reports from AlignSure: complete COI repository with current certificates only (no expired docs), coverage verification checklists showing all requirements met, additional insured confirmation matrix, 90-day look-forward showing upcoming renewals and proactive management. Created audit trail demonstrating systematic compliance monitoring—not retroactive cleanup.

Summit scheduled calls with five major surety underwriters. Demonstrated new COI tracking via Power BI dashboards. Asked for input on evidence quality and documentation preferences.

Underwriter responses were telling:

"This is the most professional subcontractor insurance documentation we've seen from a broker of your size. The real-time compliance dashboard and proactive expiration management demonstrate operational excellence. We're more confident approving Summit's contractor clients now."

Result: Zero underwriter rejections in the six months following implementation (compared to 12 annually before). Two underwriters specifically requested that other brokers adopt Summit's approach as a benchmark standard.

The Results

COI Coverage: From 85% to 100%

Before: 85% coverage (30 of 200 subcontractors with gaps) After: 100% coverage (200 of 200 with current, verified certificates) Sustained: Maintained 99-100% coverage for eight consecutive months Time-to-renewal: Reduced from 28 days post-expiration to 7 days pre-expiration (35-day improvement)

Underwriter Rejections: From 12 to Zero

Before: 12 annual rejections due to COI documentation issues After: Zero rejections in eight months following implementation Underwriter feedback: Formal commendations from two major surety underwriters citing Summit as benchmark Business impact: Faster project approvals for contractor clients (average 12-day reduction in underwriting cycle time)

Time Savings: From 30 Hours to 6 Hours Weekly

Before: 30 hours/week manual COI tracking (1,560 hours/year) After: 6 hours/week reviewing automated alerts and approving certificates (312 hours/year) Annual time savings: 1,248 hours (31 work weeks or 0.6 FTE) Labor cost savings: $76,000 annually

Additional Cost Avoidance

Avoided E&O claim: $50,000-$100,000 (improved COI management reduced professional liability exposure) Client retention: $420,000 in annual premiums retained (major contractor who threatened to leave) Technology efficiency: Consolidated three proposed point solutions ($15K annual spend) into single ecosystem ($36K annual cost) with superior functionality

ROI: Four-Month Payback

Year 1 investment: $78,000 (advisory + software) Year 1 value: $76,000 (labor) + $420,000 (revenue retention) + $50,000 (avoided E&O) = $546,000 Net Year 1 ROI: $468,000 positive return Payback period: 4 months

Revenue Impact Beyond Cost Savings

Client retention: Zero client losses in eight months post-implementation (compared to two losses annually before) New client acquisition: Won four new contractor clients specifically citing superior COI tracking ($280K new annual premiums) Upsell opportunities: Compliance excellence opened conversations about additional coverage (umbrella policies, cyber liability)

What the Account Managers Actually Said

Account managers reclaimed 24 hours weekly previously consumed by manual COI tracking. This capacity reallocation enabled strategic client relationship work, revenue-generating activities, professional development, and improved job satisfaction.

Sarah Mitchell, Senior Account Manager:

"I finally have time to do the work I was hired for. Before AlignSure, 60% of my week was certificate chasing—emails to subcontractors, manual spreadsheet updates, gap hunting. Now that's automated. I spend my time advising clients on risk transfer strategies, developing loss control programs, building relationships that drive retention and referrals. My job satisfaction went from 'considering leaving the industry' to 'most fulfilling role in my 12-year insurance career.'"

Sarah's not being dramatic. She was genuinely considering leaving before this implementation.

What Clients Said

Summit's Net Promoter Score among contractor clients increased from 42 to 71 post-implementation—moving from "good" to "excellent" customer experience territory.

Ryan Johnson, CFO, Pacific Northwest Builders (the client who nearly left):

"Summit transformed from reactive compliance administrators to proactive risk management partners. The real-time COI dashboard gives me instant visibility into subcontractor insurance status. I can access compliance data from my phone during job site visits. When our surety underwriter requested proof of insurance management, I sent them Summit's dashboard link—they were blown away. Summit's compliance excellence isn't just a service feature; it's a competitive advantage that helps us win more projects."

Lisa Chen, President, Cascade Commercial Contractors:

"We switched to Summit specifically because of their systematic COI tracking. Our previous broker's manual process caused two underwriter rejections in one year. Summit hasn't had a single rejection. Their proactive renewal reminders catch expiring certificates before they become problems. The difference is night and day—and worth every penny of their commissions."

Competitive Differentiation That Actually Works

Summit's marketing team leveraged systematic COI management as their key differentiator in new business pitches. Updated value proposition:

"Summit Risk Partners delivers insurance brokerage services powered by compliance technology. Our proprietary COI tracking system ensures 100% subcontractor insurance coverage with real-time client visibility and zero underwriter rejections. If you've experienced compliance failures with spreadsheet-based brokers, it's time to experience the Summit difference."

Results from repositioning: Four new contractor clients won in six months (attribution: COI tracking capabilities). Prospect-to-client conversion rate increased from 18% to 22%. Average deal size increased 15% (larger contractors attracted to systematic compliance).

Michael Torres, Partner and Director of Commercial Lines:

"COI tracking went from our greatest operational liability to our strongest competitive differentiator. Prospects are shocked when we demo the client portal showing real-time subcontractor compliance. Competing brokers are still using Excel. We've transformed a back-office compliance burden into a front-office revenue driver. That strategic shift is priceless."

He's right. Competing brokers can't match this without similar investment in systematic infrastructure.

E&O Insurance Premium Reduction

Summit's E&O carrier (covering brokerage professional liability) conducted a mid-term audit and specifically noted compliance improvements:

"Summit Risk Partners' implementation of systematic COI tracking and evidence-ready documentation demonstrates operational maturity that reduces professional liability exposure. We are lowering Summit's E&O premium by 8% at next renewal based on improved risk profile."

Annual E&O premium savings: $12,000.

Scalability for Growth

Summit's CEO, Jennifer Park, outlined aggressive growth plans: expand into two additional states, double contractor client count to 70, pursue larger national accounts requiring sophisticated compliance capabilities.

"Our previous manual COI process was a growth constraint. We couldn't scale beyond 35 clients without hiring additional account managers dedicated to certificate tracking. That's not a profitable growth model. With AlignSure, we can scale to 70 clients without adding compliance headcount. The system handles operational execution. Our team focuses on relationships and strategy. That's how we'll double revenue while maintaining margin."

Projected scalability: Target 400 subcontractor COI relationships (double current volume). Required incremental headcount with manual process: 1.5 FTE ($120K annual cost). Required incremental headcount with AlignSure: 0 FTE. Scalability advantage: $120K annual savings per doubling of business volume.

Key Takeaways

Compliance Failures Are Business Risks, Not Operational Inconveniences

Summit initially viewed COI tracking gaps as "administrative inefficiencies to improve." The near-loss of a $420K client reframed compliance as existential business risk.

In insurance brokerages: client relationships depend on operational excellence—compliance failures damage trust. E&O exposure is real—brokers who promise COI management but fail face professional liability. Competitive differentiation matters—systematic compliance is tangible service advantage.

Lesson: Invest in compliance capabilities proportional to business risk, not current pain level. Waiting for client churn or E&O claims is too late.

Ecosystem Integration Drives Adoption and Reduces Friction

Summit evaluated standalone COI platforms before engaging Newf. They rejected them because account managers resisted learning new systems, subcontractors complained about unfamiliar portals, clients wanted data in familiar formats.

AlignSure's Microsoft 365 integration solved all three adoption challenges: account managers used Outlook (already checked daily), Teams (already used for communication), SharePoint (already familiar). Subcontractors uploaded via email links (no login required). Clients accessed Power BI dashboards (Microsoft tool many already used).

Lesson: Integration beats adoption. Bind compliance workflows to existing tools rather than forcing new platform adoption.

Client Transparency Builds Trust and Differentiates Services

Summit's previous approach: monthly static COI compliance reports emailed as PDF attachments.

New approach: real-time self-service dashboards accessible 24/7.

Impact on client relationships: Clients appreciated transparency (access anytime, not waiting for monthly reports). Contractors used dashboards during project bidding to demonstrate insurance management capability. Self-service reduced client support requests.

Lesson: In service businesses, operational transparency demonstrates confidence and builds trust. Real-time visibility differentiates from competitors using monthly reporting.

Evidence Quality Determines Underwriter Relationships

Summit's 12 annual underwriter rejections stemmed from inadequate evidence quality, not necessarily inadequate coverage. Expired certificates in packages (oversight errors), missing endorsements (not verified during manual review), incomplete documentation (subcontractor claimed coverage but certificate didn't prove it).

AlignSure's systematic verification checklists ensured every certificate met underwriter requirements before submission. Automated workflows prevented human oversight errors.

Lesson: Underwriters judge broker competence based on evidence quality. Systematic verification processes build underwriter confidence and accelerate project approvals.

ROI Extends Far Beyond Labor Efficiency

Summit's business case focused narrowly on labor cost savings: "We'll save $76K in account manager time."

Actual realized value exceeded projections by 6x:

1. Labor savings: $76,000 annually (as projected)
2. Revenue retention: $420,000 (threatened client stayed)
3. E&O risk mitigation: $50,000 (avoided potential claim)
4. New business won: $280,000 (new clients attracted to capabilities)
5. E&O premium reduction: $12,000 (insurer lowered premium)
6. Underwriter relationship value: Immeasurable (faster approvals, preferred broker status)

Lesson: Calculate total ecosystem ROI across risk mitigation, revenue impact, competitive positioning, and strategic capacity—not just operational efficiency.

Fractional Advisory Accelerates and De-Risks Implementation

Summit initially considered purchasing standalone COI software and implementing internally. The Newf Advisory-led approach delivered superior outcomes because:

Advisory value-add included: diagnosing root causes beyond surface symptoms, designing Microsoft 365 integration architecture Summit's IT team couldn't configure alone, providing insurance industry best practices (what underwriters require, how surety companies evaluate evidence), guiding change management and client communication, delivering faster implementation (12 weeks advisory-led vs. estimated 6-9 months internal project).

Lesson: Domain expertise + technology deployment + change management = faster, higher-quality outcomes than technology alone.

What This Means for Your Insurance Brokerage

Summit Risk Partners' transformation from 85% COI coverage with manual spreadsheets to 100% coverage with zero underwriter rejections demonstrates that insurance brokerages of any size can achieve systematic compliance without enterprise-scale IT budgets.

Is This Approach Right for Your Brokerage?

You should consider an integrated COI compliance ecosystem if:

• You manage 50+ subcontractor COI relationships for contractor clients
• COI tracking consumes 10+ hours weekly of account manager time
• You've experienced coverage gaps, missed renewals, or underwriter rejections
• Clients have complained about compliance transparency or responsiveness
• You use Microsoft 365 and want compliance integrated into existing workflows
• You're pursuing growth that would require additional compliance headcount with manual processes
• You want to differentiate from competitors still using spreadsheet-based tracking

You can continue spreadsheet-based tracking if:

• You manage fewer than 20 subcontractor relationships
• Your client count is stable (not growing)
• You have dedicated staff with excess capacity for manual tracking
• Clients don't require real-time compliance visibility
• You're comfortable with occasional coverage gaps and underwriter rejections

Implementation Considerations

Timeline expectations:

• Week 1-2: Advisory assessment and compliance strategy design
• Week 3-6: AlignSure COI module configuration and Microsoft 365 integration
• Week 7-9: Subcontractor migration and gap closure
• Week 10-12: Client portal rollout and team training
• Total: 12 weeks to full systematic compliance

Investment range:

• Newf Advisory: $8,000-$12,000/month depending on brokerage complexity
• AlignSure COI tracking module: $1,500-$4,000/month depending on subcontractor count and user licenses
• Newf Studios training: $2,000-$5,000 one-time for account manager and client training
• Typical mid-market brokerage total: $50,000-$90,000 first year

Expected outcomes:

• 90-100% COI coverage (up from typical 80-90%)
• 70-85% reduction in manual COI management time
• Elimination or dramatic reduction in underwriter rejections
• Real-time client visibility improving satisfaction and retention
• 4-8 month ROI payback period
• Scalable foundation for brokerage growth without proportional compliance headcount

Next Steps: Transform Your COI Compliance Program

Summit Risk Partners' 100% COI coverage, zero underwriter rejections, and 4-month ROI demonstrates that systematic insurance compliance is achievable for brokerages of all sizes.

Start with an insurance compliance assessment from Newf Advisory:

Our fractional CRO (Chief Risk Officer) will:

1. Review your current COI tracking approach and client requirements
2. Identify coverage gaps and underwriter rejection patterns
3. Assess E&O risk exposure from compliance failures
4. Benchmark your operational efficiency against industry peers
5. Recommend ecosystem architecture tailored to your brokerage
6. Provide ROI projections and implementation roadmap

No commitment required. Assessment takes 3-4 hours and includes written recommendations you can use immediately.

Schedule Your Insurance Compliance Assessment →

Or explore AlignSure's COI tracking module capabilities:

Request AlignSure Demo for Insurance Brokerages →

Related Resources:

• Insurance Compliance Management: Complete Guide
• COI Tracking Best Practices for Brokerages
• Microsoft 365 Integration for Insurance Operations
• Evidence-Ready Compliance: What Underwriters Want
• E&O Risk Reduction Through Systematic Compliance

Case Study Metadata:

• Organization: Summit Risk Partners (name fictionalized to protect client confidentiality)
• Industry: Insurance Brokerage (Commercial Property & Casualty)
• Location: Pacific Northwest, United States
• Employees: 45 full-time equivalent (FTE)
• Annual Revenue: $18M
• Client Focus: Construction general contractors, professional services firms, specialized trades
• Subcontractor Relationships: 200+ requiring COI tracking
• Regulations: State insurance regulations, E&O professional liability standards
• Implementation Date: April-June 2024
• Technology Stack: Microsoft 365 Business Premium, AlignSure COI module, Power BI
• Advisory: Newf Advisory fractional CRO services
• Training: Newf Studios insurance compliance training

Note: Client name and identifying details have been fictionalized to protect confidentiality. Financial figures and outcomes reflect actual client results. This case study represents typical outcomes for mid-market insurance brokerages implementing integrated COI compliance ecosystems. Individual results vary based on brokerage size, client mix, and implementation quality.