AEP playbooks, compliance updates, commission reconciliation, and the CRM workflows that actually move the needle. No fluff. No SEO bait. Just the operational details we wish someone had written down for us.
We rebuilt our own AEP playbook three years in a row before it stopped being a panic and started being a process. Here's the week-by-week version we now ship to every new Smart Agent customer — campaign cadence, list segmentation, SOA tracking, dialer prep, and the four reports you should be running daily.
After a year of working with agencies through actual audits, we mapped every CMS request to the exact Smart Agent field it lives in. Here's the cheat sheet — and the report that exports the whole packet in one click.
A walkthrough of the expected-vs-actual report inside Smart Agent's Commission Module — including the three exceptions we see most often (carrier-side mis-keyed effective dates, missing renewal flags, and split misallocations).
Click-to-call, dispositions on the Policy record, and the one SMS automation that stopped our follow-ups from aging out. Real numbers from an 8-agent agency.
Setup, timing, the email template we ship by default, and the customizations our top agencies have layered on top. Walk through the flow that watches every contact's DOB and fires automatically.
Quarterly release recap. Highlights for AEP prep, what's behind a feature flag, and what's on the deck for v2026.4 (commission statements via API, drug-list versioning, ICHRA premium imports).
The Group → Employee record type model, how it maps to a real ICHRA reimbursement structure, and the dashboard panels that keep employer renewals on the books year over year.
Salesforce Shield, CyberFin's monitoring stack, MFA via Salesforce Authenticator, and the audit logs that ship by default. With the questions an enterprise IT review will ask you — and the one-page answer to each.
Pending Policies by Carrier, Applications Not Yet Submitted, SOAs Expiring This Week, and the often-forgotten "Contacts with Birthdate in Next 60 Days" — built right into Smart Agent's standard report library.
Three split scenarios we see most often — full-cycle, renewal-only, and override-on-downline — and how to configure each one inside the Commission Module so payroll matches the carrier statement on the first try.
A new-agent primer for understanding what the carrier is actually selling, what to call it in your CRM, and the reporting cuts that matter when you're 40 policies in and trying to forecast renewals.
T-65, current plan disruption, drug-list change risk, OOP-max change, and silent cross-sell. How to build each list as a Smart Agent saved view, and the SMS + email cadence we use for each.
Our public roadmap update. What's confirmed, what's being scoped, and what we're still arguing about internally. Tell us where your team is hitting friction and we'll factor it in.
What changed for TPMO disclosures, third-party lead generation, and recording requirements. How those changes ripple into your Smart Agent setup — and the four configuration tweaks we recommend before Oct 1.
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Eight weeks of work, mapped to specific Smart Agent reports, automations, and dashboards.
Read the series →Everything we know about CMS audits, TPMO disclosures, and how Smart Agent's audit-ready logs map to each one.
Read the series →The expected-vs-actual workflow, split scenarios, and how agencies recovered $4–14k in their first quarter.
Read the series →Want to see any of these workflows running on your actual book? Book a personalized demo. We'll walk through your carrier mix, your audit risks, and your AEP plan — with the real product.