Virtual Intelligence Is Handing Out the Real Treats: The 5 Ps of Agency Success 

When most people think about agency success, they imagine top producers, sales growth, or leadership strategies. But in this special webinar, Jason Cass and Michael Cruz of Virtual Intelligence revealed a different formula for sustainable success. 

They call it the 5 Ps of Agency Success: People, Process, Protection, Productivity, and Professor. 

Each “P” represents a pillar that supports scalable growth, stronger teams, and smarter operations. These are not theories or trends. They are proven methods used every day inside their own agencies. 

People: The Foundation of Every Agency 

Jason and Michael started where every strong agency begins, with people. 

Jason shared how his agency first began using virtual employees in 2014, long before it became an industry norm. He learned early that the goal was not to replace licensed professionals but to empower them. By assigning the right work to the right people, his team improved efficiency, morale, and profitability. 

“When you have the right people doing the right job, everyone wins,” Jason said. “Your licensed staff can focus on what they do best, and your support team can work on the tasks they enjoy most.” 

Michael explained how the post-pandemic labor market pushed his agency to rethink hiring. When local administrative candidates became scarce, he turned to bilingual professionals in Colombia. His team now combines client-facing and back-office virtual employees who handle quoting, COIs, and service requests, freeing producers to focus on growth. 

Both leaders emphasized one key lesson. Hire high-quality people, pay them well, and invest in training that helps them understand the why behind every task. That is how you build a team that truly feels like part of the agency. 

Process: The Key to Consistency 

Strong people need strong processes. 

To ensure every new hire succeeds, Virtual Intelligence developed an eight-week onboarding system designed to teach, test, and reinforce new skills. Jason calls it the 2-2-4 model: 

• 2 weeks on insurance fundamentals 

• 2 weeks on agency-specific systems and workflows 

• 4 weeks of shadowing, support, and progress checks 

Michael explained that the goal is mastery, not speed. “It is better to have your new hire do three or four things very well than ten things halfway,” he said. 

Jason added a simple but powerful training tip. When a virtual employee writes an email to a client, have them send it to you first for review. Coaching this way builds confidence and sharpens communication quickly. 

The result is a process that reduces mistakes, improves retention, and creates a consistent client experience. 

Protection: Keeping Your Agency Secure 

Every modern agency handles sensitive data, which means protection cannot be an afterthought. 

Jason and Michael explained how Virtual Intelligence invests heavily in security through its partnership with Lightspeed Solutions. Their system monitors devices, tracks logins, and prevents data breaches before they happen. 

Michael shared that this approach goes beyond simple software. “We protect every endpoint, monitor activity, and have systems in place to catch issues before they cause harm,” he said. “It is all about trust.” 

Jason added that quality protection costs money, but it is worth it. “When clients trust us with their people, their information, and their systems, we owe them complete peace of mind,” he said. 

Productivity: Working Smarter, Not Harder 

Agencies thrive when they understand what their teams are doing and how to support them. 

Virtual Intelligence uses a platform called Insightful to track productivity levels across its teams. It is not about micromanaging but about visibility. 

Jason explained that a healthy productivity rate falls between 60 and 70 percent. “That means people are working efficiently without burning out,” he said. 

Every virtual employee also sends a short end-of-day report to their agency. This helps leaders see what was accomplished and identify where extra training or delegation might help. 

Michael added that this data-driven approach helps agencies find balance. “It is about coaching, not control,” he said. “You get insight into how work is being done and can make smart adjustments before issues grow.” 

Professor: The Power of Continuous Learning 

The fifth P, Professor, represents learning and development. 

To support both licensed and unlicensed staff, Virtual Intelligence created its own Learning Management System (LMS) with more than 400 training modules. The LMS includes courses on AMS360, Hawksoft, AgencyZoom, customer service, and commercial insurance workflows. 

Built by Mitch Gibson, the LMS allows agencies to train employees on their own time, track progress, and develop skills consistently. 

Michael explained that growth happens over time, not overnight. “You cannot teach everything in the first month,” he said. “The LMS lets you add training in layers, so your people continue to grow with your agency.” 

Why the 5 Ps Matter 

The 5 Ps are more than a framework. They are a way to run a balanced, efficient, and sustainable business. 

Jason and Michael have seen these principles transform their own agencies, and they built Virtual Intelligence to help others do the same. 

When agencies focus on people, create clear processes, prioritize protection, track productivity, and commit to learning, growth becomes a natural outcome. 

Key Takeaways 

1. People First – Hire high-quality virtual employees who fit your agency culture and treat them like part of the team.
2. Train Slow to Grow Fast – Proper onboarding prevents turnover and builds confidence.
3. Protect What Matters – Security is not an expense, it is a necessity.
4. Measure Productivity with Care – Data-driven visibility leads to better results.
5. Never Stop Learning – Use an LMS to empower every member of your team. 

Ready to Build Your 5 Ps? 

Success does not happen by accident. It happens when agencies design systems that let people thrive. 

If you are ready to strengthen your structure, streamline operations, and grow with confidence, Virtual Intelligence can help you get started. 

👉 Click here to schedule a one-on-one demo with Athena