Overview

Shorewell is an insurance carrier that appoints agents across a lot of US states, and every one of those agents starts the same way: they sign up on the website, and the system is supposed to welcome them with the right paperwork on its own. Details flow into Salesforce, Salesforce builds the onboarding documents, and DocuSign sends them out for signature, including a welcome letter written for the agent’s own state. That was the idea. In practice, the automation had aged badly and broken down. Agents were getting the wrong state’s letter or no paperwork at all, records were stalling partway through, and the team could not safely fix any of it on the old, brittle setup. Shorewell brought us in to rebuild the whole thing on modern Salesforce tooling and get agents onboarded correctly again.

Technologies Used

Salesforce
DocuSign
Lightning
Congo
REST APIs
Postman

Project Highlights

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Agent Onboarding Rebuilt On Modern Salesforce Flow

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State-Correct Welcome Letters For Every US State Now

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One Place To Edit Letters As A State's Rules Change

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Error-Free DocuSign Contracting From End To End Now

The Challenges

1

When a new agent signed up, their details were supposed to flow into Salesforce and trigger the right onboarding paperwork. The old automation had broken down, so records would stall halfway and agents sat waiting on paperwork that never arrived at all.

2

Shorewell appoints agents across many US states, and each state has its own welcome letter and its own contracting rules. The broken automation was routing the wrong letter to the wrong state, so agents received paperwork that did not match where they work.

3

Onboarding isn't one step, it's a chain: generate the paperwork, send it out, collect the signatures, close out the contract. If any single link in that chain failed, it failed quietly. Nobody on Shorewell's team knew an agent was stuck in limbo until the agent themselves picked up the phone to ask what was going on.

4

The automation itself was showing its age. It ran on older tooling that had become fragile over time, to the point where even a minor fix carried real risk of breaking something else further down the line. That left Shorewell stuck: whenever a state updated its own requirements, the team had no safe way to update the letters or rules to match.

Solutions by Bacancy

1

Our Salesforce developers rebuilt the onboarding automation on Salesforce’s modern tooling instead of patching the old, brittle setup. When an agent signs up on the Shorewell website, their details now flow straight into Salesforce and kick off the right sequence on their own, so a new agent record moves into onboarding the moment it lands, with nothing waiting on a manual nudge.

2

State routing was the part that kept getting agents the wrong paperwork every single time, so we fixed it right at the source. Salesforce now reads each agent’s state and automatically picks the welcome letter and contracting documents that match it. An agent appointed in one state gets that state’s letter, correctly, every time, and never the generic or wrong-state version they used to receive before.

3

Salesforce then hands the right documents to DocuSign and the paperwork goes out for signature automatically. The agent signs, DocuSign reports back, and Salesforce moves the record forward on its own. The contract-completion steps that used to stall now run start to finish, so a signed agent is marked complete without anyone chasing the paperwork by hand.

4

Because the whole thing now runs on standard Salesforce tooling, backed by our insurance IT services, the team can change it going forward without any fear at all. When a state updates its contracting rules or a letter needs new wording somewhere down the line, that edit happens in one place and flows through, keeping onboarding correct across every state as requirements shift.

Core Features

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Automated Agent Intake From Website Into Salesforce

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State-Specific Welcome Letter And Document Routing

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DocuSign Signature Flow With Full Completion Tracking

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Editable Rules For Shifting State Requirements Now

No. of Resource

03

No. of Resource

Time Frame

March 2026 - Ongoing

Time Frame

Project Snapshot

Outcomes

40+ US states now get the correct state-specific welcome letter routed to each new agent signup.

0 onboarding records now stall halfway, since the rebuilt automation runs every step end to end.

1 place now holds every letter and rule, so a state change updates onboarding across the board.

2 tools, Salesforce and DocuSign, now hand off cleanly with no dropped steps between them at all.

2 tools, Salesforce and DocuSign, now hand off cleanly with no dropped steps between them at all.

1 rebuilt flow replaced the old brittle automation that kept breaking down on the previous setup.

Technical Stack

Platform Salesforce (Sales Cloud)
Automation Salesforce FlowApex
Frontend Lightning componentsSalesforce web-to-lead intake
E-Signature DocuSign integration
Integration REST APIs between Salesforce and DocuSign
Document Generation State-specific template engine in Salesforce
Environment Management Sandbox to production deployment
Project and Issue Tracking Jira

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