How Soyer & Mamet made a highly competitive insurance offer profitable
In conversation with
Sylvie Stinglhamber
Office Manager and Insurance Advisor
Soyer & Mamet uses Penbox to collect customer information and documents in one guided journey, helping the brokerage deliver a motorcycle insurance quotation within ten minutes. What began as a way to protect the economics of one acquisition product now supports recurring work across the brokerage.
About
Soyer & Mamet is a family insurance brokerage founded in Brussels in 1899. It advises individuals and businesses across Belgium on insurance, credit, savings, and wealth protection.
Industry
Insurance brokerage
Workflow
Insurance quotations and customer administration
Operational scale
Brussels-based family brokerage founded in 1899
Challenge
Soyer & Mamet's highly competitive motorcycle insurance offer could only work if the brokerage kept the administrative cost of each quotation under control. Manual data collection and document follow-up were putting the economics of the acquisition product at risk.
Solution
Soyer & Mamet placed a Penbox journey on its website and used it during live customer conversations. Customers provide the required information and documents through one guided request, and the structured response helps the team create or update the customer record in OpenBroker and prepare the quotation without a long email exchange.
Results
In the workflow described by the team, customers return the required information within five minutes and receive a quotation within ten. That shorter process made the highly competitive motorcycle offer economically viable without sacrificing personal service. Soyer & Mamet has since extended Penbox to prospect creation, customer data updates, document requests, mandates, and cancellation notices.
A competitive offer with little room for administration
Soyer & Mamet has advised individuals and businesses from Brussels since 1899. Its position is deliberately human: understand each customer, remain available, and provide the advice needed to protect their family, assets, and business.
One way the brokerage begins new relationships is through a highly competitive motorcycle insurance offer. The initial policy creates an opportunity to earn the customer’s trust and later understand whether other parts of their insurance coverage could be improved.
The commercial logic was sound. The operational logic was harder.
A competitively priced product leaves little room for avoidable handling costs. Every email asking for missing information, every document that has to be chased, and every detail copied manually into the management system consumes part of an already limited margin.
The team reached a decision point. It could stop offering the product, or redesign the process so that delivering good service no longer required disproportionate administrative work.
“We asked ourselves whether we should continue offering this highly competitive motorcycle product. If we did, we had to digitize the entire process so it would take as little time as possible and still generate a minimum level of profitability.”
Sylvie Stinglhamber, Office Manager and Insurance Advisor at Soyer & Mamet
Turning the quotation into one guided journey
Soyer & Mamet introduced a Penbox journey for motorcycle quotations on its website. Instead of assembling the case through a sequence of emails, the customer receives one clear request for the information and documents the brokerage needs.
The journey can begin while the customer is still speaking with an advisor. The customer completes the request from their own device, and the response arrives in a structure the team can use to create or update the customer record and continue the quotation in OpenBroker.
“You are on the phone with your customer and send them the Penbox journey. They respond within five minutes because they are ready to move. I open it in OpenBroker, and within ten minutes the customer receives their quotation.”
Sylvie Stinglhamber
This speed is not only a customer-experience improvement. It changes the economics of the product. Less time is spent coordinating the intake, so more of the team’s effort can go into advice and building the broader customer relationship the offer was designed to create.
Profitability without sacrificing proximity
Digitization can sound at odds with a brokerage built around personal service. At Soyer & Mamet, the opposite happened.
Penbox took over the repetitive structure of the exchange: asking for the required information, collecting supporting documents, and returning a complete response. The advisor remained present where human expertise mattered, including understanding the customer’s situation, preparing the right offer, and advising them on their wider coverage.
The motorcycle workflow became economically viable without asking the customer to accept a slower or less personal service. Customers could act while their request was still top of mind, including signing directly from a mobile phone.
“Many customers sign directly on their mobile and tell us how easy and practical Penbox is. It shows the energy of the brokerage from the very first interaction.”
Sylvie Stinglhamber
The experience supports the promise Soyer & Mamet wants to make. The process feels responsive, while the team has more time to be available to the customer.
From one product to everyday brokerage work
The motorcycle offer gave Soyer & Mamet a focused place to prove the model. The problem was specific, the handling cost mattered, and the effect of a shorter process was easy for the team to see.
Once the workflow was established, the same pattern applied to many other tasks across the brokerage. Soyer & Mamet expanded its use of Penbox to create prospect records, update customer information, request supporting documents, and sign mandates and cancellation notices.
Each task is different, but the operational problem is the same. The brokerage needs a complete customer contribution before an employee can move the work forward. When that contribution is collected through a clear, guided journey, employees spend less time organizing the exchange and customers know what is expected of them.
Adoption followed the practical value employees experienced in their own work.
“Those who have become used to working with Penbox could not do without it today.”
Sylvie Stinglhamber
More time for the work customers value
Soyer & Mamet began with a narrow commercial question: could a highly competitive motorcycle offer remain profitable once the cost of administration was taken into account?
Penbox helped the brokerage answer yes. The customer can provide the required information within minutes. The team can move directly into OpenBroker and prepare the quotation. The offer remains competitive without forcing employees to spend disproportionate time on low-value administration.
The larger result is visible in how Penbox is used today. A solution introduced for one price-sensitive product now supports recurring work across the brokerage.
For Sylvie, the value is ultimately measured in customer time.
“The time Penbox saves us on low-value administrative tasks is time we can spend getting closer to our customers and serving them better.”
Sylvie Stinglhamber