In Episode 15 of From The Darkhorse's Mouth, titled "The Gloves are Coming Off," Dan and Carly Garzella are joined by Kimiko Donahue, Founder of Press Play Coaching.

If you’re running an agency and feeling buried in service work, this episode breaks down how a client self-service platform can take the most repetitive requests off your plate, so your team can get back to renewals, retention, and growth. The conversation starts with the daily pain points agencies face: nonstop Tier 1 calls for ID cards, documents, billing questions, and simple policy changes - and how GloveBox reduces that workload by giving clients 24/7 access through a modern portal and mobile app that pulls real-time policy data from your AMS.

We then dive into the growth curve: what happens when client adoption increases, how agencies can handle more accounts per CSR without hiring at the same pace, and how GloveBox’s features turn service moments into business opportunities. The discussion unpacks the tools that drive impact, including automated client invitations, PolicyAssist™ and certificate management, built-in analytics, and the Embedded Marketplace that helps unlock referrals and cross-sell requests directly inside the client experience.

Finally, we tackle the long view and the most common mistakes agencies make when trying to modernize service, like relying on fragmented carrier portals, stacking disconnected tech, or failing to drive adoption after launch. You’ll hear how implementation and onboarding can be structured for success, how to measure ROI through efficiency and cost savings, and how a platform like GloveBox helps agencies look more professional while preserving the personal touch for higher-value conversations.

Whether you’re just trying to stop drowning in service requests or planning your next stage of scale, this episode offers a practical roadmap for using client self-service technology to run leaner, serve better, and grow smarter.

💬 Have questions? Email us at podcast@darkhorseinsurance.com

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