How One Strategic Hire Helped Zarahn Insurance Reclaim Capacity
Results
The Challenge
Growth stalled because the team was buried in service work.
Zarahn Insurance, a 50-year-old independent agency in Pensacola, Florida, spent the last several years navigating a volatile Florida market. Rising volume, complex client needs, and nonstop administrative work pulled everyone into reactive tasks. There was no time to step back. No time to improve systems. No time to focus on growth. “We were having trouble getting to time — to back the work up,” recalls Vice President Jared Coleman. Bottlenecks grew. Stress increased. Capacity flatlined — right when flexibility mattered most.The Hesitation
They had never hired outside their four walls.
Remote support wasn’t familiar territory. Jared wasn’t “a big app person.” The idea of someone working outside the office felt risky. The real questions were simple:- How do you maintain visibility?
- How do you protect quality?
- Can someone outside your office truly integrate?
Why They Chose Edge
Because support matters more than a resume.
Zarahn didn’t receive one candidate. They interviewed multiple strong professionals. The quality built confidence. But what mattered more was what happened after the hire. Edge stayed involved. Regular check-ins. Workflow troubleshooting. Ongoing alignment as responsibilities evolved. “This wasn’t a one-and-done,” Jared notes. “Edge continues to follow up and check in on the process of how she’s doing.” That consistency turned a hiring decision into operational support.The Results
Over 25% improvement in operational efficiency in year one.
Not a vague productivity metric. Real capacity. With dedicated support integrated into their daily workflow, the team moved from handling one task at a time to managing multiple priorities simultaneously. “We’re not just stuck handling one or two clients,” Jared reports. “We’re multi-tasking all at the same time.” The impact went beyond speed:- Reduced team burnout
- Improved client responsiveness
- Leadership time redirected to higher-value work
The Recommendation
From cautious to convinced.“Some things don’t have a dollar value placed on them,” Jared reflects. “To us, it has been one of the biggest events that we’ve run into for the last 7–8 years.”
That’s not marketing language. That’s a peer in your industry.Still Skeptical?
That’s where Zarahn started too. Responsible workforce models aren’t about outsourcing work. They’re about restoring capacity without compromising control, compliance, or culture. If your team is stuck in reactive mode, the issue may not be hiring more locally. It may be building the right support structure around them.Ready to Unstick Your Team?
Explore how Edge helps insurance agencies regain capacity, improve efficiency, and build dependable teams designed to scale responsibly.More customer stories
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