In Episode 175 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with **Mariah Gates, owner of Accelerated Automation**, to talk about one of the biggest opportunities independent insurance agencies are leaving on the table: actually using their CRM to its full potential.

After starting as a Farmers agency owner, Mariah began building automation inside her own business before realising other agents needed the same help. What started as a side business eventually became Accelerated Automation, which has now helped more than 1,000 insurance agencies improve their systems, workflows, and AgencyZoom implementation.

Mariah explains why many agencies are essentially using AgencyZoom like a “fancy Excel sheet,” why structured data matters more than ever in the age of AI, and how properly documenting opportunities, quotes, carriers, and policy information can create years of future sales opportunities.

The conversation also dives into integrations, choosing technology that actually works together, why more software does not automatically mean more efficiency, and how scratch agents should approach CRM implementation without overwhelming themselves.

🔍 **If you have AgencyZoom but know you’re barely scratching the surface—or you're building a scratch agency and trying to create the right tech foundation from day one—this episode gives you a practical roadmap for doing it right.**

🕒 **Timestamps:**

00:00 – Introduction & Meet Mariah Gates

02:00 – From Farmers Agency Owner to Accelerated Automation

03:10 – Why Accelerated Automation Focuses on AgencyZoom

04:35 – The Biggest AgencyZoom Mistake: Using It Like Excel

06:15 – Why Structured Data Matters in the Age of AI

08:20 – Where Scratch Agents Should Start With a CRM

10:40 – Building the Basics Before Adding More Technology

12:05 – Underused AgencyZoom Features

13:25 – Opportunities, Quotes & Retargeting Lost Leads

16:05 – Using Carrier Disruption to Create New Opportunities

17:45 – Why Producers Need to Document More Data

19:15 – AMS + CRM Integrations: What Actually Matters

21:05 – Choosing Tech Companies Built for Integration

22:35 – How Accelerated Automation Helps Agencies

24:15 – Be Careful Who You Hire for Consulting & Automation

26:15 – Why AgencyZoom Makes Sense for Scratch Agencies

28:05 – Where to Connect With Mariah

29:10 – Final Thoughts

💼 **Sponsored by HawkSoft**

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft continues to listen to agents, respond to feedback, and expand integrations that give agencies more flexibility with their technology.

🔗 **Links & Resources:**

⚙️ Accelerated Automation:

https://acceleratedautomation.net

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another insurance agency owner.

🔔 Subscribe so you never miss an episode.

Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

In this episode of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald have an open conversation about where the podcast is headed—and a lesson every scratch insurance agency owner needs to hear: be careful who you take advice from.

After more than 160 episodes, years of building their own agencies, and countless conversations with coaches, vendors, agency owners, and industry professionals, Stephen and Shawn have seen more of what happens behind the scenes. And sometimes, what you see online doesn’t match reality.

They discuss why scratch agency owners should look beyond social media hype, carefully vet coaches and vendors, understand the incentives behind recommendations, and ask one critical question before spending thousands of dollars: **Has this person actually done what they’re teaching me to do?**

Stephen and Shawn also reflect on the future of the Scratch Agency Podcast. Moving forward, expect more solo episodes, more conversations about what’s actually happening inside their agencies, and a more intentional approach to bringing on guests who can provide real, proven value to the community.

🔍 **If you’re building a scratch insurance agency and investing in coaching, software, marketing, or professional services, this episode is a reminder to do your homework, question the hype, and learn from people who have actually accomplished what you’re trying to achieve.**

🕒 **Timestamps:**

00:00 – Opening & Welcome to Episode 174

01:56 – Why the Scratch Agency Podcast Is Changing

02:39 – Be Careful Who You Take Advice From

03:37 – Transparency Around Sponsors & Recommendations

05:12 – Before Spending Thousands, Do Your Homework

06:59 – Have They Actually Done What They Teach?

08:33 – Looking Behind the Curtain

09:57 – Learn From People Who Have Actually Done It

11:30 – More Solo Episodes & What’s Coming Next

12:34 – Closing Thoughts & The Scratch Agency Community

💼 **Sponsored by HawkSoft**

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft continues to listen to its agents, act on user feedback, and build its platform around the needs of independent insurance agencies.

🔗 **Links & Resources:**

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning in to another episode of the Scratch Agency Podcast!

👍 Like the show.

📤 Share the show with another scratch insurance agency owner.

🔔 Subscribe so you never miss an episode.

Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

In Episode 172 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Dr. Billy R Williams, founder of Inspire a Nation Business Mentoring, who shares a unique perspective on launching a brand-new independent agency with his three children.

Drawing from decades of experience mentoring agencies and investing in independent insurance businesses, Billy breaks down the fundamentals every scratch agent should master—from communication, processes, technology, and marketing systems to hiring, automation, and long-term legacy building. Using his signature numbers-based framework, he simplifies complex agency concepts into actionable strategies that agents can implement immediately.

🔍 If you're starting an agency—or want to build one with stronger systems, better processes, and sustainable growth—this episode is packed with practical advice you can apply today.

🕒 Timestamps:

00:00 – Introduction & Meet Dr. Billy R Williams

03:05 – Why Billy Started a Scratch Agency with His Kids

08:20 – The Four Types of Insurance Customers

15:10 – Six Best Prospect Sources for New Agencies

21:45 – Building a Consistent Marketing System

29:00 – Why Most Scratch Agents Feel Overwhelmed

35:15 – Email Templates, Processes & Communication Systems

42:30 – Choosing the Right Technology Stack

50:05 – Virtual Assistants vs. Learning the Business Yourself

57:20 – Building a Family Legacy Through Insurance

1:03:45 – Final Advice for Every Scratch Agent

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🔗 Links & Resources:

📲 Join Our Telegram Community:

https://t.me/+cISob2kA3pAyMmY5

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

In Episode 171 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald welcome Kelly Donahue-Piro, Founder and President of Agency Performance Partners (APP), for a conversation every scratch agent needs to hear.

Whether you're preparing to make your first hire or trying to build an agency that can scale beyond you, Kelly shares practical advice on hiring, training, delegation, systems, and agency operations. From avoiding common hiring mistakes to creating repeatable processes that increase profitability, this episode is packed with actionable insights for agency owners who want to build a business—not just a book of business.

🔍 If you're wondering when to hire, who to hire first, or how to create an agency that grows without becoming dependent on you, this episode is a must-listen.

🕒 Timestamps:

00:00 – Introduction & Meet Kelly Donahue-Piro

03:10 – Why Agency Owners Need to Think Like Business Owners

07:20 – Making Your First Hire: Common Mistakes & Lessons Learned

11:30 – Virtual Assistants vs. In-House Team Members

15:10 – Building Systems Before You Need Them

20:45 – Optimizing Every New Client from Day One

24:15 – Setting Client Expectations & Protecting Your Time

28:00 – Creating an Agency That's Built to Scale

31:20 – Agency Performance Partners & Available Resources

33:45 – Final Thoughts & Closing

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🔗 Links & Resources:

📲 Join Our Telegram Community:

https://t.me/+cISob2kA3pAyMmY5

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

One of the biggest takeaways from this episode is that successful agencies aren't built by simply writing more business—they're built by creating strong systems, hiring intentionally, training consistently, and making decisions that allow the agency to grow beyond its owner. Kelly shares practical strategies that can save scratch agents years of trial and error while helping them build a more scalable and valuable business.

🎙️ Podcast Episode 170 – Automate, Delegate & Eliminate | Building a More Efficient Agency

In Episode 170 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald dive into one of the most important—but often overlooked—topics for agency owners: continuously improving your business through automation, delegation, and elimination.

Rather than interviewing a guest, Stephen and Shawn have a candid conversation about the systems they've built inside their own agencies, the lessons they've learned from scaling, and why optimizing your workflow isn't a one-time exercise—it's something every agency owner should revisit regularly.

From conducting time and energy audits to identifying repetitive tasks that can be delegated or automated, this episode provides practical advice for scratch agents who feel overwhelmed, stretched too thin, or ready to level up their operations.

🔍 If you're spending too much time working in your agency instead of growing it, this episode will help you identify where to reclaim your time and build more scalable systems.

🕒 Timestamps:

00:00 – Introduction

01:15 – Why Solo Episodes Are Sparking Better Conversations

02:00 – The Automate, Delegate & Eliminate Framework

05:10 – Identifying Bottlenecks Inside Your Agency

07:00 – The Time & Energy Audit Explained

09:30 – Delegating Personal Lines vs. Commercial Lines Workflows

12:15 – Building Better Processes One Step at a Time

15:00 – Lessons Learned from Commercial Renewals & SOPs

17:30 – Why Every Team Question Should Become a Process

19:30 – Final Thoughts & Agency Community Updates

💼 Sponsored by HawkSoft

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🌐 https://www.hawksoft.com

🔗 Links & Resources:

📲 Join Our Telegram Community:

https://t.me/+cISob2kA3pAyMmY5

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

One of the biggest takeaways from this conversation is that growth isn't just about selling more policies—it's about intentionally designing your agency so you can focus on the highest-value work. By regularly auditing your time, documenting processes, and empowering your team, you'll create a business that scales more efficiently while reducing overwhelm along the way.

In Episode 169 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Tolga Tezel, Founder and CEO of Canopy Connect, to discuss how modern technology is transforming the insurance quoting process.

Tolga shares the story behind Canopy Connect, how a conversation with an independent agent inspired the platform, and why eliminating manual data collection helps agencies close more business while creating a better customer experience. The discussion covers everything from secure insurance data sharing and workflow automation to integrations, commercial capabilities, and the future of insurance intake technology.

Whether you're already using Canopy Connect or simply looking for ways to make your agency more efficient, this episode offers practical insights into reducing administrative work so you can spend more time advising clients and writing business.

🔍 If you're looking to streamline your quoting process, improve client experience, and leverage technology to grow your agency, this episode is packed with actionable takeaways.

🕒 Timestamps:

00:00 – Introduction & Meet Tolga Tezel

02:00 – The Story Behind Canopy Connect

06:45 – Security, Privacy & Consumer Data Protection

10:05 – How Canopy Connect Works Behind the Scenes

14:00 – Why Every Quote Should Start with Accurate Insurance Data

16:15 – Underused Features Agents Should Be Using

20:45 – Integrations, Automation & Saving Time

24:45 – Data Enrichment & Smarter Prospect Intake

28:05 – Commercial Insurance Capabilities

31:45 – Upcoming Features & The Future of Canopy Connect

34:40 – Final Thoughts & Where to Learn More

💼 Sponsored by HawkSoft

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🌐 https://www.hawksoft.com

🔗 Links & Resources:

📲 Join Our Telegram Community:

https://t.me/+cISob2kA3pAyMmY5

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

One of the biggest themes throughout this conversation is that the future of independent agencies isn't about replacing relationships with technology—it's about using technology to eliminate repetitive work so agents can spend more time building trust, educating clients, and closing more business. Canopy Connect is one example of how better workflows can create a better experience for both agencies and their customers.

In Episode 168 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald welcome back Charles Specht for Part 2 of their conversation on one of the biggest challenges facing scratch agents: consistently generating quality commercial opportunities.

Charles shares practical strategies for building a sustainable commercial prospecting system, from identifying the right outreach methods for your personality and niche to creating referral partnerships that generate long-term business. The conversation also dives into producer accountability, meaningful KPIs, and how agency owners can build sales systems that scale instead of relying on motivation alone.

Whether you're hiring your first producer or looking to improve your own prospecting process, this episode is packed with actionable advice you can begin implementing immediately.

🔍 If you're serious about growing your commercial book of business, improving producer performance, and building predictable referral pipelines, this episode is one you won't want to miss.

🕒 Timestamps:

00:00 – Introduction & Welcome Back, Charles Specht

02:10 – The Best Ways to Prospect Commercial Accounts

05:15 – Why One Prospecting Method Doesn't Fit Everyone

08:40 – Building Consistency Through Multiple Prospecting Channels

11:00 – Creating Referral Partners Instead of Chasing Referrals

15:10 – How to Approach Centers of Influence the Right Way

18:00 – Producer KPIs That Actually Matter

22:00 – Holding Producers Accountable Without Micromanaging

25:30 – Training New Producers for Long-Term Success

29:00 – Building Referral Networks That Scale

32:00 – Final Advice for Growing Commercial Insurance Agencies

💼 Sponsored by HawkSoft

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🌐 Learn More:

https://www.hawksoft.com

🔗 Links & Resources:

📍 Scratch Agency NYC Mastermind

July 31, 2026 | New York City

https://scratchagencynyc.com

👥 Join the Scratch Agency Podcast Private Facebook Community

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

One of the biggest lessons from this conversation is that successful commercial prospecting isn't about finding the "perfect" strategy—it's about finding the prospecting methods that match your personality, your niche, and your market, then executing them with consistency. As Charles explains, systems, relationships, and accountability will always outperform sporadic bursts of motivation.

In Episode 167 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald pull back the curtain on one of the biggest milestones in agency ownership: reaching your first $1 million in premium.

After a last-minute guest cancellation, Stephen and Shawn take the opportunity to have a candid conversation about the early days of building their agencies from scratch—what worked, what didn’t, and what they would do differently if they were starting over today.

From hiring decisions and carrier appointments to technology mistakes, niche selection, community involvement, and building the right support network, this episode is packed with real-world lessons for agents who are still in the trenches of building their first book of business.

🔍 If you're working toward your first million in premium—or wondering how to accelerate growth without making costly mistakes—this episode provides an honest look at the realities of the scratch agency journey.

🕒 Timestamps:

00:00 – Introduction & Why We’re Doing a Solo Episode

02:10 – Looking Back at the First $1 Million in Premium

03:45 – What Shawn Would Do Differently Starting Today

05:15 – Carrier Selection & Building Around a Core Niche

07:05 – Tech Stack Mistakes & Shiny Object Syndrome

08:45 – Stephen’s Biggest Lessons From Year One

10:15 – Hiring Earlier vs Waiting Too Long

12:00 – Finding Your Agency’s Growth System

14:20 – The Power of Taking Action Faster

15:00 – Why Your Network Matters More Than You Think

16:45 – The Importance of Adaptation as You Grow

17:55 – Scratch Agency NYC Meetup Updates

💼 Sponsored by HawkSoft

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🌐 Learn More:

https://www.hawksoft.com

🔗 Links & Resources:

📍 Scratch Agency NYC Meetup

July 30, 2026 | New York City

https://scratchagencynyc.com

📘 Join the Scratch Agency Podcast Community (Facebook Group)

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

One of the biggest takeaways from this episode is that growth rarely comes from having the perfect plan. Both Stephen and Shawn reflect on how many mistakes they made during their first few years—and how taking action, learning quickly, and surrounding themselves with the right people ultimately mattered more than getting everything right from the start. The message is simple: your first million in premium is achievable, but the person you become while building it is what truly creates long-term success.

In Episode 166 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Michael Ley, Director of Networks at HawkSoft, to tackle a topic every agency owner needs to hear: your tech stack.

From shiny-object syndrome and AI overload to duplicate subscriptions, underused software, and disconnected systems, Michael shares a practical framework for auditing your agency’s technology before adding another monthly expense.

The conversation dives into how agencies can identify wasted spending, uncover overlooked features in existing platforms, improve integrations, and create more efficient workflows without constantly chasing new software.

Whether you're a brand-new scratch agent or running a mature agency with multiple team members, this episode will help you simplify your operations, reduce tech bloat, and focus on tools that actually move the needle.

🔍 If you've ever wondered whether you're paying for software you don't need, missing features in tools you already own, or creating unnecessary complexity in your agency—this episode is for you.

🕒 Timestamps:

00:00 – Introduction & Meet Michael Ley

01:55 – Michael’s Journey from Agency Owner to HawkSoft

05:10 – The Biggest Tech Mistake Agencies Make

07:15 – Building a Tech Inventory & Cost Audit

10:05 – Finding Duplicate Software & Hidden Costs

13:00 – Integrations: Why They Matter More Than New Tools

15:35 – CRM vs AMS: Where Should Your Team Live?

19:45 – Agency Tech Gaps & Underutilized Features

22:30 – AI in Insurance Agencies: Real-World Applications

28:15 – Why Education & Vendor Training Matter

31:00 – “You Can’t Scale Chaos” – Audit Before You Build

33:45 – Practical Advice for Scratch Agents

36:10 – Upcoming Events & Community Updates

💼 Sponsored by HawkSoft

A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.

🌐 Learn More:

https://www.hawksoft.com

🔗 Links & Resources:

📍 Scratch Agency NYC Meetup

July 31, 2026 | New York City

https://scratchagencynyc.com

📘 Join the Scratch Agency Podcast Community (Facebook Group)

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

In this episode, Michael emphasizes a powerful lesson: most agencies don't have a technology problem—they have a visibility problem. Before buying another software subscription, take inventory of what you're already paying for, understand the features you already own, and make sure your systems are working together before adding more complexity.